Head of Operations
1 month ago
**Job Overview**
This role involves overseeing daily operations, optimizing resources, and collaborating with the Branch Manager to improve performance. The Head of Operations will ensure compliance with **IATA** standards, enhance customer satisfaction, and lead a high-performing team.
**Key Responsibilities**
**Operational Management**
- Manage day-to-day activities, including flight bookings, hotel reservations, visa assistance, and transfers, ensuring smooth service execution.
- Maintain adherence to **IATA** and other industry regulations, incorporating the latest standards into daily operations.
- Track team performance, identifying areas for improvement and ensuring operational standards are met.
**Process Improvement**
- Continuously seek ways to enhance operational efficiency and client satisfaction, exploring workflow optimization and technology adoption.
- Develop and enforce SOPs to maintain high service standards and consistent quality across operations.
**Team Leadership**
- Lead, mentor, and support the professional growth of the operations team, setting clear expectations and providing constructive feedback.
- Conduct regular training sessions to keep the team updated on industry trends, technologies, and best practices.
- Foster a collaborative work environment, encouraging teamwork and motivating the team to achieve company goals.
**Client Relations**
- Ensure that all client interactions and services are of the highest quality, overseeing the client journey from initial inquiry to travel completion.
- Effectively manage client escalations, addressing issues promptly and maintaining a calm, solution-oriented approach.
- Collaborate with sales and marketing teams to ensure offerings meet market demands and client expectations.
**Financial Management**
- Work with the Branch Manager and finance team to prepare and manage the operational budget, forecast expenses, and monitor costs.
- Implement cost-control measures to optimize spending, maximize profitability, and negotiate favorable supplier rates.
**Strategic Planning**
- Formulate strategic plans to enhance operational performance, setting goals and identifying necessary actions.
- Ensure operational objectives align with company goals, creating a unified strategy.
- Stay informed on industry trends, incorporating relevant updates to maintain competitiveness.
**Quality Assurance**
- Set and enforce quality benchmarks, conducting regular audits and implementing quality control measures.
- Gather and act on customer feedback to continuously improve service quality and meet client expectations.
**REQUIREMENTS**
- 7+ years in operations, including 3+ years in a leadership role within Dubai’s travel industry.
- In-depth knowledge of IATA certification requirements and operational excellence in travel services.
- Strong leadership, analytical, and problem-solving abilities.
- Strategic thinking with a hands-on approach to execution and a passion for developing high-performing teams.
- Excellent communication and interpersonal skills with the ability to influence and inspire others.
**Remuneration & Benefits**
- Attractive Salary package
- Performance-based bonuses
- Health Insurance and other comprehensive benefits
**How to Apply**
Pay: AED6,000.00 - AED8,000.00 per month
**Location**:
- Dubai (required)
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