OPERATIONS & CUSTOMER EXPERIENCE

• Oversee end-to-end leasing operations including onboarding, fleet management, fleet replacement, customer service, and contract lifecycle.
• Harmonise systems and processes across PHC and Rent-A-Car segments to drive operational efficiency.
• Implement process improvements to enhance efficiency, reduce costs, and improve service delivery.
• Ensure compliance with regulatory requirements, internal policies and audit recommendations.
• Champion customer-centric initiatives to improve satisfaction and retention, including structured feedback loop and loyalty initiatives.
• Resolve escalated customer issues and ensure high service standards.

QUALIFICATIONS & WORK EXPERIENCE

• Bachelor’s degree or equivalent.
• Minimum 8 - 10 years of experience in sales & operations, preferably in leasing, automotive, or mobility sectors.
• Proven track record in leading cross functional teams and delivering business growth.
• Strong commercial acumen and stakeholder engagement skills.
• Experience in managing external vendors or fleet partners.
• Familiarity with digital systems integration and operational transformation.

SKILLS

• Proficient in Microsoft Office Suite.
• Strong command of English for internal communication, documentation, and client correspondence.
• Excellent organisational and multitasking abilities.
• Strong analytical, communication, and stakeholder management skills.
• High attention to detail and ability to work independently.
• Ability to adapt to dynamic operational needs and ad hoc requests.
• Foster a culture of accountability, innovation, and continuous improvement.

JOB PURPOSE

The Deputy Head, Sales & Operations will lead the strategic development and operational execution of the Private Leasing Business, encompassing private hire car (PHC), limousine, and personal car rental services. This role is responsible for driving revenue growth, operational excellence, and customer satisfaction through innovative service delivery and fleet optimisation. The incumbent will lead cross-functional teams, streamline processes, and provide strategic oversight to ensure alignment with business objectives.