Team Leader

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world’s most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day.Overview Of The RoleTo lead and supervise the front-office team at Dubai International Airport.Ensuring smooth daily operations, exceptional customer service, and achievement of sales and operational targets.The Team Leader serves as the first line of management, driving performance, maintaining service excellence, and ensuring compliance with company policies in a fast-paced airport environment.What you will doCustomer Service and SalesEnsure high levels of customer satisfaction by delivering a seamless rental experience.Handle escalated customer issues and complaints promptly and professionally.Drive upselling of additional products and services (insurance, upgrades, GPS, etc.) to meet revenue targets.Team LeadershipSupervise, train, and support front-office staff (Customer Service Representatives).Conduct daily briefings, assign duties, and monitor staff schedules to ensure adequate coverage.Operational ExcellenceOversee rental processes including check-outs, returns, upgrades, and vehicle exchanges.Ensure all documentation and invoicing are completed accurately and on time.Monitor vehicle availability and coordinate with the fleet team to minimize wait times.Reporting & ComplianceTrack branch KPIs: customer satisfaction, revenue per transaction, upsell ratios, etc.Prepare daily shift reports and expedite key issues to the Branch Manager.Ensure data accuracy in rental management systems.Maintain audit-ready documentation and enforce compliance with internal controls.Required Skills To Be SuccessfulMust be University Graduate.Customer-Centric Leadership.Transformation & Change Agility.Strong Operational & Compliance Discipline.What Equips for you for the roleAt least 2-year experience in customer service industry.General understanding of Car rental industry.Strong customer relations and team building skills.About Al-Futtaim Group Real EstateThe real estate development and operations arm of Al-Futtaim, Al-Futtaim Group Real Estate is responsible for a multi-billion-dollar portfolio across MENA. With high-quality residential, business, retail, tourism, educational and healthcare developments, the master developer caters to the diverse needs of cities and communities in the region. From origination, conception, development, sales, procurement and construction of mega-projects and the leasing, operation and management of these projects after completion, Al-Futtaim Group Real Estate (AFGRE) has been developing and managing owned landbanks, unlocking the economic potential of the region and contributing to future development for more than 40 years.Our focus is to enable and invest in meaningful relationships to make our properties the best places to live and work, build additional products and services and enable partnerships to create true value to our customers throughout their entire experience with us.AFGRE is responsible for master planning of all projects in its portfolio, including two large scale mixed use destinations: Dubai Festival City and Cairo Festival City.About Al-Futtaim MallsAl-Futtaim Malls provides development and asset management expertise, specializing in building retail-led super regional malls in prime locations across MENA and beyond. With a proven track record of creating both sustainable revenue growth and value enhancement for tenants, Al-Futtaim Malls delivers exceptional experiences and exciting shopping environments for customers.Part of the Al-Futtaim Group, Al-Futtaim Malls leadership team brings more than 30 years of experience and a deep understanding and knowledge of the retail sector, both from a shopper’s point of view but as curators of space or landlords to other brands. The company has a directly managed portfolio including over 9 million sqft of retail space across four malls in the MENA region and two under development. Malls under the Al-Futtaim Malls portfolio include Dubai Festival City Mall and Festival Plaza in the UAE, Cairo Festival City Mall in Egypt, Doha Festival City in Qatar and Zenata Mall, Morocco.Leveraging on the expertise of its parent company, Al-Futtaim Malls established P