Head of Regional Operations

7 hours ago

Dublin, Ireland Europcar Full time

We're Hiring- Head of Regional Operations & Sales - Ireland Location: Ireland Department: Operations Reports to: Operations Director IRE Main Purpose Over the years we have built a high performing network of locations. These branches have enjoyed a long track record of success. We are looking for an individual who can rise to the challenge of building our business to new levels of profitability, continue with the network and personnel expansion to continue our growth. The individual must create and deliver higher standards of customer experience and can help leverage other business lines such as Professional and GoCar, our car sharing platform for Ireland. Project work in the areas of future proofing operations, strengthening staff engagement and applying Lean and quality focus will be integral to the role. Reporting to the Operations Director, this role will have a wide remit connecting core departments within the company covering all areas of operations and sales development to build the profitability of the network in line with targets. This will be achieved through a combination of managing your team's performance and hands-on activity. Key Activities: Focus will be placed on 4 key result areas, driving profitability, people management & peak performance, customer experience and brilliant operational basics. These are wrapped up in our BOS (Branch Operation Standards) and quarterly audits will be required to ensure branches are maintaining high standards and continually developing. Drive for Profitability Build an annual network branch plan to deliver profitability for the branches as measured by monthly/ quarterly/ annual P&L vs budget/ forecast. Grow top line by increasing penetration and rate of auxiliary sales, development of corporate business and leverage GoCar. Manage controllable costs in line with activity and revenue to meet P&L budget/ forecast covering overheads, Opex, damages, fleet maintenance and fuel. Maximise the utilisation of available fleet working in conjunction with the fleet controller Implement an efficiency plan in each location that aligns with company strategy. People Management & peak performance Build a cohesive team who are clear on roles and responsibilities and capable of delivering their required tasks. Create a succession plan in each location. Set performance goals for each staff member and review performance at least once a quarter. Coach the team and individuals for continuous improvement. Provide a development plan for individuals who have both the capability and attitude to progress Build a positive culture within your team for a proactive customer centric approach and attitude. Bring this to life by example and by motivating and rewarding the right behaviours when you see them in action. Communicate performance and targets & challenges through regular team meetings and remove barriers to delivery. Customer Experience Ensure branches provide a great customer experience during the customer journey from enquiry to closing of the rental agreement. The CX will be delivered through your team and part of your role is to make sure that the "Voice of the Customer" is heard and understood during their rental journey. Deliver on customer satisfaction scores and customer feedback as measured by NPS and market metrics Maintain the highest standards for the look and feel of the branch making sure all corporate plans are executed and your location meets the Europcar standards Brilliant Basics Ensure very high levels of customer experience is being delivered by all Staff and feedback to staff and management on areas for improvement for the branch. Manage and develop Branch Operation Standards (BOS) to ensure all key daily/ weekly and monthly metrics are met and reviewed on the weekly BOS call. All branches should be fully aware of the documented processes and workflow to deliver the required branch standards Support H&S within locations and ensure facilities are fit for purpose Preparing locations to excel in Group annual audit Maintain the highest standards of cleanliness across the branch network and the rental fleet, experience of 5S implementation would be an advantage. Skills & Experience Required: A third level education combined with 3/5 years' of a successful track record in a similar role. Experience of managing a full P&L for multiple locations. A leader with a track record of building business development plans bespoke to each location and the ability to manage costs/ efficiencies to drive profitability. Demonstrate strong coaching and people management skills with a strong track record of building high performance ethos and teams. A team player who can support the company strategy and work constructively with all colleagues from various functions Strong commercial acumen and an understanding of the key drivers of a P&L Experience and understanding of the sales process combined with the tenacity to deliver. Good reporting and analytical ability to define and solve issues Demonstrate integrity and ethical standards Professional demeanour with "Can Do" attitude Effective listening, communication (verbal and written), and negotiating skills Performance Measures Key Performance Indicators (KPIs): Achievement of agreed customer service, revenue, and cost control targets. Financial Performance: Successful management of operational budgets and contribution to overall trading results. Operational Efficiency: Improvement in operational performance, with clear evidence of process optimisation and cost reduction. Compliance & Risk Management: Full compliance with Irish law and international standards, with minimal operational risks. Team Performance: Engagement and productivity levels of the operational team, as well as successful execution of HR/Group led training and development initiatives. Audit Results: Positive results from internal and external audits, demonstrating operational excellence. Business Development: Successful identification and execution of growth opportunities, particularly in strategic locations like airports. EMG Skills: Leadership high performance coaching teamwork sales processes management skills business development Benefits: Work From Home Bonus Company Car Healthcare & Pension.

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