Operations Manager dnata Travel - The Emirates Group

Job Purpose: dnata Travel Group represents the travel division of dnata, one of the world's largest air and travel services providers. Consisting of more than 20 leading international travel brands, we are proud to serve our global customer base as a leading award-winning travel services provider.

As the Operations Manager dnata Travel, you will be responsible for planning, managing, and monitoring the operations of the business to ensure the successful achievement of department objectives. You will also develop and safeguard the company's image assets and enhance relationships with all clients.

In this role you will:

1. Plan and recommend service configurations during RFPs or restructuring of current client operational service to enhance the customer experience.
2. Review, analyze, and recommend manpower requirements for the department/client, continuously monitoring the budget and looking at ways to reduce costs and drive efficiencies.
3. Manage the operations by ensuring optimal utilization of resources leading to the achievement of annual budgets in net sales, total revenue, and income exceeding wherever possible in the areas specified.
4. Prepare weekly, monthly, and annual reports and constantly monitor market trends and competitor activity. Evaluate this information and recommend or implement actions to counter competitor activity.
5. Ensure the smooth functioning and profitability of the various locations/teams. Recommend and implement measures to correct any shortfall in budget to ensure profitability.
6. 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.
7. Maintain effective working relationships with internal departments and ensure through Service Level Agreements that departmental needs are effectively met. Constantly interact with the Contact Centre Manager and relevant stakeholders to ensure effective service delivery.
8. Continuously seek improvements in business processes, systems, and technology to ensure that business targets are achieved in the most efficient manner.
9. Monitor staff performance and recommend training programs for the Operations team.
10. Maintain effective procedures to ensure employee standards are maintained while seeking to identify new strategies to motivate staff.
11. Leverage and build synergies across all departments to maximize productivity and provide the best opportunity for success. Ensure that everyone is working towards a common focus, a common goal, and common purpose.

Qualifications & Experience: To be considered for the role you must meet the below requirements:

1. Extensive experience in Commercial and/or Sales.
2. Bachelor's degree or equivalent qualification.
3. Over 8 years of experience in a middle management role in a travel organization.

You’ll have an edge if you have:

1. Excellent organizational and communication skills.
2. Analytical thinker with a high degree of initiative and an innovative business approach.
3. Process improvement experience/accreditation advantageous.
4. Knowledge of IATA regulations.
5. Excellent interpersonal and communication skills.