Operations Branch Manager

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.