Job Description
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 to plan, manage and monitor the operations of the business as required to ensure the successful achievement of department objectives. You will also develop and safeguard the company image, assets and enhance the relationship with all clients.
In this role, you will:
- Plan and recommend service configurations during RFP's or restructuring of current client operational service to enhance the customer experience.
- Review, analyse 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, exceedingly wherever possible in the areas specified.
- Prepare weekly, monthly and annual reports and constant monitoring of 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.
