Operations Manager

Job Overview

The Operations Manager is responsible for the end-to-end operational performance of SIXT Rent A Car, ensuring efficient branch operations, optimal fleet utilization and management, and high-quality customer service. The role focuses on operational excellence, cost control, service delivery, compliance, and continuous improvement across all locations and operational functions.

Key Responsibilities

Branch Operations Oversight

• Oversee day-to-day operations across all rental branches to ensure excellence in consistency, efficiency, and compliance with company standards.
• Ensure branches meet revenue targets, utilization goals, and service-level KPIs.
• Standardize operating procedures across locations and ensure adherence to policies.
• Monitor branch staffing levels, scheduling, productivity, and performance.
• Conduct regular site visits, audits, and performance reviews of branch operations.
• Support branch managers in problem resolution, peak-demand planning, and local market execution.
• Develop and manage operational policies, procedures, and standards aligned with regulatory and industry best practices.
• Supervise operational teams and ensure high staff morale, ongoing training, and strong performance across all functions.

Fleet Operations Management

• Oversee the entire vehicle fleet lifecycle, including acquisition, allocation, utilization, maintenance, rotation, and disposal.
• Ensure optimal fleet availability to meet demand while minimizing downtime and operating costs.
• Monitor fleet utilization rates, turnaround times, damage levels, and maintenance expenses.
• Collaborate with procurement and finance on fleet purchasing, leasing, and replacement strategies.
• Ensure compliance with safety standards, regulatory requirements, insurance, and licensing.
• Implement systems and processes to track fleet performance, condition, and profitability.

Customer Service Excellence

• Lead customer service operations across branches and contact centers to deliver a consistent, high-quality customer experience.
• Establish and monitor service-level agreements (SLAs), response times, and customer satisfaction metrics (e.g., NPS, CSAT).
• Address escalated customer complaints and ensure timely, fair resolution.
• Drive service improvement initiatives based on customer feedback and performance data.
• Ensure frontline teams are trained in service standards, conflict resolution, and brand values.

Financial, Performance and Risk Management

• Develop and manage operational budgets, including labour, fleet costs, maintenance, and overheads.
• Track and analyse KPIs such as revenue per car, fleet utilization, cost per rental, damage rates, and customer satisfaction.
• Identify cost-saving opportunities and efficiency improvements without compromising service quality.
• Prepare regular operational performance reports for senior management.
• Support pricing, yield management, and demand planning initiatives in collaboration with Sales & Operations teams.
• Develop and manage budgets for events, and operational expenditures, ensuring cost-efficiency and ROI.
• Identify and mitigate risks related to operations, reputation, and financial sustainability.
• Ensure all operations comply with local laws, licensing, insurance, and regulatory requirements.
• Manage operational risks related to fleet safety, customer liability, and fraud.
• Oversee health and safety practices across branches and fleet operations.
• Ensure incident reporting, investigations, and corrective actions are in place and completed effectively.

Process Improvement & Systems

• Design, implement, and continuously improve operational processes and workflows.
• Ensure effective use of rental management systems, fleet management tools, and CRM platforms.
• Lead process optimization initiatives to improve speed, accuracy, and customer experience.
• Support the rollout of new systems, technologies, or operational models.

People Leadership & Development

• Lead, coach, and develop managers and teams across branch, fleet, and customer service functions.
• Set clear performance expectations and conduct regular reviews.
• Identify training needs and support skills development programs.
• Foster a culture of accountability, teamwork, safety, and customer focus.
• Ensure compliance with HR policies, health and safety standards, and labor regulations.

General

• Uphold company values throughout business practices and utilise sound judgment in decision making.
• Any other additional duties as may be required by management based on needs of the business.

Position Requirements

Minimum Experience

• A minimum of 8–10 years’ experience in operations management, preferably within car rental, automotive, or logistics sectors.
• Demonstrated experience managing multi-site operations and cross-functional teams.
• Experience with fleet management and customer service operations is preferrable.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Logistics, or related field.