Job Description

Roles & Responsibilities

Job Overview - The Manager - Operations will be responsible for managing the respective Unit, ensuring optimal efficiency and productivity through the implementation of effective operational strategies and process improvements. Additionally, the role involves supervising day-to-day activities, managing resources, and driving performance to meet organizational goals and service standards.

Job Description

Business Unit and Financial Management

• Oversee the entire business unit, ensuring overall operational success.

• Ensure the unit’s profitability and meet EBIT targets set by the Zone/Region.

• Manage the unit’s expense budgets and allocated resources effectively.

• Enhance and maintain ongoing Value-Added Services to meet monthly and annual targets.

•Update and track productivity and Value-Added Services Conversion Grid on a weekly/monthly basis for performance reviews.

• Forecast manpower requirements, particularly for peak season hiring needs.

Process and Team Management

• Adhere to all existing processes and meet the defined Service Level Agreements.

• Mentor teams to ensure adherence to all SOPs and processes, in line with organizational and ISO standards.

• Align teams with objectives listed in the Team Objective Tracker and ensure their contribution toward achieving these goals.

• Implement process improvements to enhance quality and efficiency within the unit.

• Lead the implementation of new processes in the Centre(s).

• Oversee regular product and process training for staff, including coaching and development.

• Ensure staff attendance at HR-scheduled training and conduct Internal Process Certifications (OCLs) to monitor effectiveness.

Relationship Building and Innovation

• Build and maintain strong business relationships with Government/Embassies/Consulate officials.

• Encourage the team to share innovative ideas and best practices.

• Collaborate with the Value-Added Services team to develop new revenue channels.

• Manage both physical and data security at the Application Centre, ensuring adherence to the Corporate Security Policy and pre-empting potential breaches.

• Coordinate with support functions (Administration, Human Resources, Finance, etc.) as needed.

  
  

Desired Candidate Profile

Minimum Requirement :

Education

• Graduate/ Postgraduate or global equivalent degree.

Experience

• 7 - 10 plus years of experience preferably in Travel and Tourism or Service (Hospitality/Hotel/Airline etc) industry with experience in handling teams and managing processes.

• Should communicate fluently in English and Arabic.