Operations Team Leader

About us:

Legend Holding Group is a diversified enterprise headquartered in Dubai, operating across the Middle east and African region. With a strong focus on sustainability and innovation, the group manages a growing portfolio of companies in automotive, trading, energy, Travel and Tourism and mobility services.

Rooted in Loyalty, Excellence, and Progress, we lead with innovation and technology to seamlessly connect the physical and digital worlds.

Our goal is to become a leader in intelligent, data-driven solutions because Together We Grow.

Job Overview:

Responsible for the overall management of a customer's car rental journey with Legend World Rent a Car.

Key Responsibilities:

• Monitor on-time response to aggregators for confirmed leads (as per SLA).
• Monitor on-time creation of "customer reservation" including current and future reservations.
• Ensure accurate customer document verification & qualifying before proceeding for confirmation on aggregator’s panel.
• Monitor RTA's Transport Activity Rental System (TARS) upload within 2.5 hours from agreement opening & closing time, on "TARS POSTING" (SPEED).
• Monitor on-time aggregator portal update for rental start & close, replacements, service requests etc., as per the agreed SLA.
• Monitor Rental Agent’s timely follow-up on extensions or closure confirmation. This also includes timely rental agreement closure as per the agreed SLA.
• Monitor & ensure daily/weekly/monthly invoice completion and upload, at the time of opening and extension of agreements as per the agreed terms with aggregators.
• Monitor on-time upload of customer docs. on SHARED FOLDER. This also includes "aggregator panel rental period ending" documents, for all aggregators.
• Monitor & review of the rental agreement at the time of closing to ensure there is no over charge to the customer (late collection and wrong rental fuel/millage).
• Monitor all the “requests” coming from Aggregators, ensuring an on-time fulfilment (the “requests" from Aggregators may pertain to activities such as but not limited to vehicle “delivery”, “collections”, “replacements" etc.).
• Monitor timely preparation of credit notes and submit as per the process.
• Meeting all the aggregators (twice monthly) to review the operations. This also includes preparing a detailed minute of meeting.
• Ensure immediate actions on force collections, with timely addressal to PRO and legal team (within 48 hours).
• Addressing Aggregators and customer queries, on-time.

Who Fits the Legend’s Seat

• A bachelor's degree in any discipline is preferred.
• A minimum of 4 to 5 years of experience within the car rental/automotive industry, including at least 2 years in a supervisory or team leadership capacity.
• Demonstrated ability to lead and motivate small to mid-sized teams while supporting business growth objectives.
• Comprehensive knowledge of rental operations, encompassing fleet coordination, customer engagement, and rental process oversight.
• Strong organizational aptitude, with proven capability in managing daily workflows and team responsibilities.
• Excellent communication and interpersonal skills, with a commitment to delivering high levels of customer service.
• Ability to assess and enhance operational performance through practical recommendations and solutions.
• Foundational understanding of financial reporting and cost control principles.
• Proficient in the use of CRM platforms and car rental management software.
• Solid command of Microsoft Office tools, including Excel, Word and Outlook.