UAE National | Operations Manager
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Key skills for this role
About the Role
The role involves managing back office operations, ensuring billing accuracy, compliance, and effective customer complaint resolution while coordinating across departments.
Key Skills for This Role
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Overview
- The Operations Manager Back Office is pivotal in leading and controlling all Back Office Operations across Hertz locations. The role ensures accurate billing processes, timely reporting, and proactive management of legal cases, while resolving customer complaints efficiently. Key functionalities of the role include protecting revenue, ensuring financial accuracy through regulatory compliance, and maintaining operational governance. Successful execution in this role comes from seamless coordination between various departments such as Operations, Finance, Legal, and Customer Service, aimed at maintaining a high level of service and compliance.
Revenue Protection & Charging Governance
- Full ownership of customer billing accuracy, including daily rental, monthly rental, and ancillary charges.
- Ensure timely charging of customer credit cards via approved payment portals.
- Monitor and manage declined transactions, re-presentments, and escalations to collections.
- Oversee damage recovery processes and ensure correct application of damage charges.
- Authorize and control refunds within delegated authority matrix.
- Monitor chargebacks and represent disputes in coordination with Finance and Banking partners.
- Ensure accurate posting of receipts, credit notes, and adjustments in system.
- Review and validate insurance coverage setup and policy alignment within system.
- Protect company revenue through proactive billing audits and compliance checks.
Daily Reporting & Performance Controls
- Ensure timely submission of daily, weekly, and monthly operational and financial reports.
- Validate revenue reconciliation reports against system and financial data.
- Monitor KPIs including charging success rate, recovery ratio, TAT compliance, and outstanding receivables.
- Identify revenue leakage, process inefficiencies, and compliance gaps.
- Provide management dashboards with actionable insights.
- Maintain data accuracy in internal systems and management reporting tools.
Legal Case & Compliance Management
- Manage all rental-related legal cases including police cases, traffic violations, unpaid rentals, and civil disputes.
- Coordinate with Legal department on documentation, court submissions, and case follow-up.
- Ensure proper documentation and evidence management for legal proceedings.
- Monitor insurance claims and total loss settlements.
- Ensure adherence to UAE regulatory and contractual compliance standards.
- Implement corrective controls to mitigate legal and financial exposure.
Customer Complaint & Escalation Resolution
- Ensure prompt response to escalated customer complaints related to billing, damages, insurance, and refunds.
- Provide fact-based investigation outcomes within agreed TAT.
- Work closely with Operations, Customer Service, and Branch Managers to resolve disputes.
- Reduce complaint recurrence through root cause analysis and process improvement.
- Maintain professional communication standards aligned with brand reputation.
Cross-Functional Coordination
- Ensure smooth process flow between Operations, Brands, Finance, Legal, and Customer Service teams.
- Coordinate with logistics team for vehicle returns linked to billing closure.
- Communicate process gaps, policy improvements, and risk exposure to senior management.
- Support transformation projects and system enhancements impacting back-offi
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