Job Specification

Location: Office based preferred but open to hybrid / remote

Reports To: Chief Operations Officer

Job Summary: The Franchise Operations Manager will support and enhance the performance of a global car rental franchise brand. This role requires overseeing the operational aspects of franchise locations, ensuring compliance with brand standards, driving operational excellence, and fostering strong relationships with franchisees. The ideal candidate will possess a blend of strategic thinking, operational expertise, and excellent communication skills to contribute to the brand's global success.

Key Responsibilities

Franchise Support

• Act as the primary point of contact for franchisees, addressing operational issues, providing guidance, and facilitating effective communication.
• Conduct regular site visits to franchise locations to ensure compliance with brand standards and identify areas for improvement.
• Provide training and support to franchisees on operational procedures, customer service, and brand policies.

Operational Excellence:

• Develop and implement operational policies, procedures, and best practices to enhance efficiency and effectiveness across franchise locations.
• Monitor key performance indicators (KPIs) and operational metrics to ensure franchise locations meet or exceed performance standards.
• Identify operational challenges and develop solutions to optimize performance and drive continuous improvement.

Compliance and Quality Assurance:

• Ensure franchise locations adhere to brand standards, legal requirements, and industry regulations.
• Conduct audits and inspections to assess compliance with operational guidelines and quality standards.
• Develop and implement corrective action plans to address non-compliance issues and improve overall quality.

Relationship Management:

• Build and maintain strong relationships with franchisees, fostering a collaborative and supportive environment.
• Serve as a liaison between franchisees and head office departments, facilitating effective communication and alignment.

Business Development:

• Assist in the evaluation and onboarding of new franchisees, ensuring a smooth transition and successful launch.
• Support the development and execution of marketing and promotional strategies to drive business growth and brand awareness.
• Analyze market trends and competitor activities to identify opportunities for expansion and improvement.

Reporting and Analysis:

• Prepare and present regular reports on franchise performance, operational metrics, and compliance status to senior management.
• Utilize data and analytics to identify trends, track progress, and make data-driven decisions.
• Provide insights and recommendations to enhance operational efficiency and franchisee satisfaction.

Qualifications / Experience:

• Degree in Business Administration, Operations Management, or a related field preferred
• Minimum of 5 years of experience in car rental
• Strong understanding of franchise business models and operational processes.
• Excellent communication, interpersonal, and relationship-building skills.
• Proven ability to analyze data, identify trends, and develop actionable insights.
• Ability to travel frequently to franchise locations as required.
• Experience working with international franchise operations.
• Familiarity with automotive rental industry regulations and standards.
• Multilingual capabilities.

Personal Attributes:

• Strategic thinker with strong problem-solving skills.
• Detail-oriented with a focus on operational excellence.
• Proactive and adaptable in a fast-paced, dynamic environment.
• Strong leadership and team management abilities.
• Committed to upholding the brand’s values and delivering exceptional customer service.