Operations Manager – Back Office

About the role

The Operations Manager – Back Office leads all back‑office functions for Hertz locations within Al‑Futtaim Group. You will ensure billing accuracy, timely reporting, and effective legal case management while protecting revenue and maintaining compliance.

Key responsibilities

• Own end‑to‑end customer billing accuracy for daily, monthly and ancillary charges.
• Process credit‑card payments via approved portals and manage declined transactions, re‑presentments and collections escalations.
• Oversee damage recovery, refunds, chargebacks and insurance policy alignment.
• Conduct billing audits, compliance checks and revenue protection activities.
• Prepare and submit daily, weekly and monthly operational and financial reports, validating revenue reconciliation.
• Monitor KPIs such as charging success rate, recovery ratio, TAT compliance and outstanding receivables.
• Identify revenue leakage, process inefficiencies and compliance gaps, providing actionable insights to management.
• Manage rental‑related legal cases, coordinating with finance, legal and customer service teams.

Required profile

• Proven experience in back‑office operations, billing or revenue protection within a large, multi‑site environment.
• Strong analytical mindset with ability to interpret financial data and drive process improvements.
• Excellent coordination skills to work across Operations, Finance, Legal and Customer Service.
• High attention to detail and commitment to regulatory compliance.

Required skills

• Proficiency with billing systems and financial reporting tools.
• Experience handling payment portals and chargeback processes.
• Knowledge of insurance coverage setup and policy alignment.