What are the responsibilities and job description for the Operations Branch Manager position at SIXT?
Company Description
Job Description
The US Operations team is looking for an Operations Branch Manager to lead the (branch) team. They will be responsible for the growth and profitability of their very own operation, while ensuring that we are providing first class experience. As an essential part of the team, they will be responsible for the development of their branch while driving profitability as they train and develop their staff. The ideal candidate possesses the following attributes:
- Good supervisory and strong communication skills
- Exceptional interpersonal and relationship building skills
- Strong organizational skills with the ability to multi-task
- Ability to manage stressful or unusual situations to maintain good customer service
What you will do:
- Ensure the effective process of all types of car rental transactions
- Provide exemplary customer service and issue resolution
- Participate in all areas of employee management
- Understand cost control and achieve individual sales goals
- Monitor prices and set rates for walk-ups
- Uphold company standards and processes
- Increase the market penetration of the branch and increase revenue
- Actively participate in the training, coaching, and mentoring of the Management Trainees, Rental Sales Agents, Customer Service Agents and all other staff
- Complete performance reviews on all employees and hold a meeting with the individual to discuss strengths and weakness
- Organize and facilitate weekly staff meetings to keep employees motivated and informed of business operations
- Complete sales calls with Management Trainees to further their development
- Handle or assist in the resolution of escalated customer service issues
- Likely to require at least 20% travel, some of which may be by airplane
General Duties and Responsibilities:
- Analyse KPIs and expenses to identify and implement processes and procedures to improve efficiency and reduce cost.
- Develop and manage efficient turnaround processes.
- Build & establish relationships with Branch Managers, staff, Service Providers, and vendors.
- Establish and communicate daily vehicle needs to the vendors on vehicle turnaround/ movements.
- Create weekly forecast for subcontractor needs to support cleaning and vehicle movement processes.
- Manage the process of cleaning and servicing vehicles at the QTA to ensure smooth operation of fleet movement from return to ready line.
- Ensure quality control by performing vehicle inspection to review subcontractor performance.
- Constant communication with the Branch management team to understand logistics needed and support the Fleet Planners in ensuring the subcontractors are working to meet our vehicle reservation demands.
- Quickly investigate and work with Fleet Planners/Customer service agents to resolve operational/ customer problems as they arise.
- Perform daily game plan meetings with Subcontractor managers, Fleet department and Fleet planners/Customer service agents.
- Coordinate movement of vehicles to and from overflow lots.
- Manage driver activity to ensure that maintenance vehicles are moved to the best location to maximize lot space and traffic flow.
- Act as the point of contact for the driver team on a daily basis. Act as a point of contact for Managers to get specific upgrade vehicles for customers.
Qualifications
About you:
- Bachelor's degree preferred with minimum of 3 years of work experience in sales and customer service and 2 years of supervisory experience preferred, OR
- In lieu of a Bachelor’s, minimum of 5 years work experience in customer service or sales, with 2 years as a manager in car rental
- Must be at least 18 years old and have a valid driver's license with a clean driving record
- Ability to work 40 hours per week including day and/or evening hours
- Must be willing to wear company uniforms
- Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
- Ability to communicate in other languages is a plus.
- Experience in car rental industry preferred.
- Process oriented with proven record of success in managing large scale operational teams
- Exceptional communication skills (multiple languages fluent preferred)
- Expert issue resolution and efficient handling of complaints
- Flexible and resilient
- Organizational skills
- Self-confident & responsible
- High level of empathy
Additional Information
Paid vacation, medical, dental, vision and 401(k), Short Term Disability, Long Term Disability, Basic Life and Supplemental Life benefits and future growth opportunities within the company.
At SIXT, we pride ourselves on having an inclusive and unique environment. We are an Equal Opportunity-Affirmative Action Employer – Minority / Women / Men / Disability / Veteran / Gender Identity / Sexual Orientation.
The information listed above is intended to describe the general nature and level of this position. Essential functions and responsibilities may change as business needs require. Your response to this advertisement may result in your consideration for employment with SIXT Rent a Car, LLC and its subsidiaries. Offers of employment will be made by SIXT rent a Car, LLC or any of its subsidiaries or brands.
Come join our team! Apply now.
About the department:
As a mobility service provider, our Branches & Operations division is the point of contact with our customers: whether by phone, app or directly in our SIXT branches. This means: premium service directly to the customer, advice and sales in exchange and responsibility for the rental process of our premium fleet. As part of a team, it is easier to explain our products, find the best solution for the customer and manage the day-to-day business.
About us:
We are a leading global mobility service provider with sales of €3.07 billion and around 9,000 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental), SIXT share (car sharing), SIXT ride (cab, driver and chauffeur services), SIXT (car subscription) and gives our customers access to our fleet of 222,000 vehicles, the services of 1,500 cooperation partners and around 1.5 million drivers worldwide. Together with our franchise partners, we are present in more than 110 countries at 2,098 rental stations. At SIXT, a first-class customer experience and outstanding customer service are our top priorities. We focus on true entrepreneurship and long-term stability and align our corporate strategy with foresight. Want to take off with us and revolutionize the world of mobility? Apply now!
