Operations Manager
4 weeks ago
Job Purpose: As the Operations Manager at dnata Travel, you will be responsible for planning, managing, and monitoring the operations of the business to ensure the successful achievement of department objectives.
Main Responsibilities:
- Plan and recommend service configurations during RFPs or restructuring of current client operational services to enhance the customer experience.
- Review, analyze, and recommend manpower requirements for the department/client, continuously monitoring the budget and looking at ways to reduce cost/drive efficiencies.
- Manage the operations by ensuring optimal utilisation of resources, leading to the achievement of annual budgets in net sales, total revenue, and income, exceeding wherever possible in the specified areas.
- Prepare weekly, monthly, and annual reports and constantly monitor market trends and competitor activity. Evaluate this information and recommend or implement action to counter competitor activity.
- Ensure the smooth functioning and profitability of the various locations/teams. Recommend and implement measures to correct any shortfall in budget to ensure profitability.
- Liaise with Emirates Group IT and relevant internal teams to provide feedback on current products to ensure they integrate with operational procedures. Keep abreast of new operational technology in the pipeline and give advice on how this can be adapted for our market.
- Maintain effective working relationships with internal departments and ensure through Service Level Agreements that departmental needs are effectively met. Constantly interact with Contact Centre Manager/relevant stakeholders to ensure effective service delivery.
- Continuously seek improvements in business processes, systems, and technology to ensure that business targets are achieved in the most efficient manner.
- Monitor staff performance and recommend training programmes for the Operations team.
- Maintain effective procedures to ensure employee standards are maintained whilst seeking to identify new strategies to motivate staff.
- Leverage and build synergies across all departments to maximise productivity and provide the best opportunity for success. Ensure that everyone is working towards a common focus, a common goal, and common purpose.
Requirements:
- Extensive experience in Commercial and/or Sales
- Bachelor's degree or equivalent qualification
- Over 8 years of experience in a middle management role in a travel organisation
Desirable Qualifications:
- Excellent organisational and communication skills;
- Analytical thinker, high degree of initiative, and an innovative business approach;
- Process improvement experience/accreditation advantageous;
- Knowledge of IATA regulations;
- Excellent interpersonal and communication skills.
Salary and Benefits: At dnata, part of Emirates Group, we are committed to providing our employees with opportunities to grow and develop in their careers.
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