dnata Careers – Global Operations Manager

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:

• Analyse workflows, systems, and procedures being used against customer needs, market trends and department headcount, as well as operational and strategic requirements.
• 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
• Establishes and oversees the adoption of the Global Operations department’s vision, goals and objectives at all levels
• 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,
• Ensures that customer support activities are seen to deliver measurable and significant value to the businesses and meet customer expectations
• Directly responsible for the global operations function and delivery of an accurate, efficient, and high-quality service to the customer, within agreed service levels
• Coordinate effectively with all departments where there is operational dependency to ensure that the operations unit is capable of producing the agreed results and service 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

Qualification & Experience:

• Strong Leadership, people management and inter-personal skills with a variety of different stakeholders
• Competency in Microsoft applications including Visio and advanced presentation skills
• A proven capability to organise, distribute and complete work within a multinational and multi-cultural environment
• Experience of leading large operational teams
• Qualifications: Bachelors Degree preferable in relevant field (Business, Travel, Operations)
• Proven capability to drive continuous improvement, with experience of change management preferred Proven capability to implement and drive robust performance management
• Ability to build and maintain effective working relationships across departments
• Experience: At least 8 years experience in travel related operations in a management position (Commercial/Analysis/Project Management portfolio)
• Excellent professional writing skills, analytical and conceptual thinking skills
• Proactive self-starter, strategic in approach

Job Details:

Company: dnata

Vacancy Type:  Full Time

Job Location: Abu Dhabi, United Arab Emirates

Application Deadline: N/A

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