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Reservations & Ticketing Operations Manager
2 weeks ago
At Emirates, our retail and contact centres operate globally Our international teams play a crucial role in representing our brand, and providing our customers with up to date information regarding our range of products and services. Working with our team means that you serve as a primary means of communication and are often a first point of contact for our valued customers
The purpose of the Reservations & Ticketing Operations Manager is to direct, control and continuously improve operational effectiveness and provide the highest quality of customer service delivery, network wide for all internal stakeholders. Provide efficient and cost effective solutions in improving the overall passenger process. This is with a team of Reservations/Ticketing Operational staff both at Network Control Centre and EGHQ working on 24/7 shifts.
In this role, you will:
- Continually review and audit the services and processes delivered against SLAs and using complaints/feedback received. Proactively seek feedback from the network, CSSMs etc. Recommend improvements in work methods, systems and procedures. Implement changes were appropriate.
- Provide ongoing feedback to, and create outstanding working relationships with, key operational business partners both within Commercial and outside e.g. RO, Planning, Apt Svcs, NPSD, CASA, Training, Skywards IT etc.
- Identify operational trends and compile and produce monthly reports for Management on operational functions. Focus on any flaws in service delivery and ensure corrective action is taken. Manage and review YM functions and ensure we are complementing their objectives especially with out of hours support.
- With guidance from VP- Res & Tktg, develop strategies and implement processes to achieve delivery of specific Res and ticketing processes and/or systems. Ensure their success by monitoring performance of staff and internal customer feedback as well as CASA surveys etc.
- Manage resources within corporate policies related to technology usage, data protection and performance matters. Ensure that each direct report covers their area of responsibility and that PM, staff training and development is followed through with laid out plans for all staff in respective grades and areas.
- To lead by example, by displaying behaviour which reflects departmental values, and adopt a leadership style to maximise utilisation of resources and abilities of staff and maintain cohesiveness within the team at all times.
- Act as the Res and ticketing focal point for the NCC, liaising with SMNC, MAS etc. on coverage at NCC for disruption rebooking handling. Attend strategic update meetings on NCC as required.
- Manage a team of Duty Controllers and support staff in NCC and EGHQ to provide 24 hour network wide operational support on reservations/ticketing issues. Ensure all staff are fully versed with standards and corporate guidelines expected in each role.
- Lead an efficient, courteous and customer-centred Help Desk in order to improve operational responsiveness and effectiveness for the network on both reservations and ticketing issues. Areas of focus are 24/7 operations, Schedule loading, disruption handling, MEDA cases, Group PNR servicing, PNR servicing etc.
- Provide Business analysis support for any projects that impact the passenger handling within the Res Tktg system.
- Collate, analyse and validate requirements and ensure completeness and quality prior to passing these to IT. Suggest creative solutions and work closely with IT to ensure change scope/objectives are met.
- Ensure long term plans are discussed with Manager R&T Systems for evaluation into the future systems.
- Support Manager R&T Systems to analyse the business plans, policies, processes and practices of large functional changes and to recommend process and IT system changes which would bring benefits in quantifiable terms. These would include reducing unit costs of operation, increasing revenue generated, improving customer service or processes and decision support.
To be considered for this role, you must meet the below requirements:
- Bachelor's Degree or Honours with 8+ years of experience in Commercial/Sales, Reservations/Ticketing.
- 8+ years experience in an airline, of which, a minimum of 5 years should be at a managerial level in the Reservations, ticketing and procedures field.
Thorough knowledge of Reservation and ticketing operational and Industry standards as well as knowledge of Apt Services procedures and systems.
At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're looking for a challenging and rewarding opportunity, apply today and join our team
Salary & benefitsJoin us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That's on top of transport benefits, life insurance and more. Find out what it's like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website
