Operations Manager

About Al-Futtaim Group

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.

Overview of the role

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.

What you will do

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-office operations.

Governance, SOP & continuous improvement

• Ensure strict adherence to Operations SOP and financial control policies.
• Define and monitor Turnaround Time (TAT) standards across all back-office processes.
• Drive automation initiatives to reduce manual processes.
• Lead process reviews and implement efficiency improvements.
• Ensure department readiness for audits and compliance checks.

Required skills to be successful

• Financial and operational management expertise.
• Proficiency in UAE rental and legal compliance.
• Strong analytical and problem-solving skills.
• Exceptional leadership and team coordination skills.

What qualifies you for the role

• University graduate with relevant degree.
• Strong financial and operational control mindset.
• Deep understanding of car rental billing and damage recovery processes.
• Knowledge of UAE legal procedures related to rental operations.
• High attention to detail and analytical capability.
• Leadership and team management capability.
• Ability to work under pressure and manage critical deadlines.
• Proven experience in stakeholder management and escalation handling.

About Al-Futtaim Group Real Estate

The real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement and construction of mega-projects and the leasing, operation and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years.

Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services and enable partnerships to create true value to our customers throughout their entire experience with us.

AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations: Dubai Festival City and Cairo Festival City.

About Al-Futtaim Malls

Al-Futtaim Malls provides development and asset management expertise, specializing in building retail-led super regional malls in prime locations across MENA and beyond. With a proven track record of creating both sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers.

Part of the Al-Futtaim Group, Al-Futtaim Malls leadership team brings more than 30 years of experience and a deep understanding and knowledge of the retail sector, both from a shopper’s point of view but as curators of space or landlords to other brands. The company has a directly managed portfolio including over 9 million sqft of retail space across four malls in the MENA region and two under development. Malls under the Al-Futtaim Malls portfolio include Dubai Festival City Mall and Festival Plaza in the UAE, Cairo Festival City Mall in Egypt, Doha Festival City in Qatar and Zenata Mall, Morocco.

Leveraging on the expertise of its parent company, Al-Futtaim Malls established PLEX Management Services offering a full array of services including asset management and development, leasing, and brand experience expertise to shopping mall landlords and retail organizations globally. Implementing global best practice and deploying Al-Futtaim Mall’s deep understanding of mall management and retail dynamics, PLEX promises to deliver continuous growth and long-term value for its partners.

About Al-Futtaim Engineering & Technologies

Al-Futtaim Engineering & Technologies offers customers complete engineering and systems integration solutions.

The Engineering arm operates in the UAE, Qatar, Saudi Arabia and Egypt providing a wide variety of products and services from air conditioning, scaffolding and access solutions, elevators and escalators, control and life safety, facilities management, building products, MEP, Energy Management, Technology Infrastructure and Digital Transformation.

The Technologies division provides complete business solutions to large, medium and small customers that include contact centre solutions, business applications, business intelligence, data management, advanced analytics amongst others. The IT infrastructure portfolio comprises IP telephony, ELV systems, networking solutions, professional audio-visual solutions and managed services.

These solutions are further complemented by services that include project management, installation, testing, commissioning and after-sales maintenance contracts.