Dnata Dubai Careers – OPERATIONS MANAGER

Website dnata

Job Description:

The Global Operations Manager will drive the vision for consistency in operations and customer support standards as well as balance customer support strategy, be a champion for people and performance management, enabling excellence in customer support delivery, upholding a consumer-centric focus and mind-set of surpassing departmental expectations. The role holder will oversee cost effectiveness, productivity, development of the teams, and the provision of customer support procedures that nurture continuous improvement and be accountable for shaping and delivering the business’ customer service delivery in order to meet current and future business needs.

Job Responsibilities:

  • Directly responsible for the global operations function and delivery of an accurate, efficient, and high-quality service to the customer, within agreed service levels
  • Establishes and oversees the adoption of the Global Operations department’s vision, goals and objectives at all levels
  • Generate robust manpower forecasts and proposals to meet service requirements
  • Establish and control operations resource planning and expense budgets, to ensure that resources are used creatively and effectively to maintain favourable cost/revenue ratios in keeping with departmental standards.
  • Continuously review and revise systems and processes, based on user and customer needs to simplify and optimise the bookings process, whilst focussed on enhancing the customer journey
  • Analyse workflows, systems, and procedures being used against customer needs, market trends and department headcount, as well as operational and strategic requirements.
  • Implements data driven decision making and performance management
  • Acts as an ambassador of the customer, driving the importance of customer experience to the overall performance of the business
  • Responsible for all leadership and management processes for the operations team including recruitment, training, continuous development and performance feedback and management.
  • Regularly enhance workflows, systems and procedures while maintaining departmental procedures, service standards and productivity ratios.
  • Ensures that customer support activities are seen to deliver measurable and significant value to the businesses and meet customer expectations
  • Structure and organise the workflow and distribution of work within the operations unit to ensure efficiency of operation and capability to meet business demands, including availability and dissemination of information to all staff within the unit,
  • Resolve product or service problems, disruptions or customer complaints including those involving operations staff (including addressing any performance management problems that may develop).
  • To lead by example, by displaying behaviour which reflects departmental values, Adapt a leadership style to maximise utilisation of resources and abilities of staff and always maintain cohesiveness within the team

Job Requirements:

  • Ability to build and maintain effective working relationships across departments
  • Should be a balanced all-rounder with good financial skills and business focus
  • Excellent professional writing skills, analytical and conceptual thinking skills
  • Proven capability to drive continuous improvement, with experience of change management preferred Proven capability to implement and drive robust performance management
  • Proactive self-starter, strategic in approach
  • A proven capability to organise, distribute and complete work within a multinational and multi-cultural environment
  • Competency in Microsoft applications including Visio and advanced presentation skills
  • Strong Leadership, people management and inter-personal skills with a variety of different stakeholders

Qualification & Experience:

  • Experience: At least 8 years experience in travel related operations in a management position (Commercial/Analysis/Project Management portfolio)
  • Experience of leading large operational teams
  • Qualifications: Bachelors Degree preferable in relevant field (Business, Travel, Operations)

Job Details:

Company: dnata

Vacancy Type: Full Time

Job Location: Dubai, United Arab Emirates

Application Deadline: N/A

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