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<section><p class="heading jdMain">Job Description</p><p class="heading">Roles &amp; Responsibilities</p><div class="paragraph"><ul><li><p><strong>Overview of the Role</strong></p><p>The <strong>Duty Manager – Hospitality</strong> is responsible for leading the day-to-day operations of the <strong>Marks &amp; Spencer Café</strong>, ensuring an exceptional customer experience while maintaining the highest standards of food quality, food safety, operational excellence, and team performance. The role oversees all aspects of café operations, including customer service, food preparation, inventory management, financial controls, and compliance with company and regulatory standards.</p><p>Working closely with the Store Manager and Food Operations teams, the Duty Manager drives sales, profitability, and operational efficiency while developing a high-performing team that delivers the premium hospitality experience synonymous with the M&amp;S brand.</p><p>Success in this role is measured through customer satisfaction, sales growth, food quality, food safety compliance, labour productivity, waste reduction, and achievement of operational KPIs.</p><p><strong>What You Will Do</strong></p><p><strong>Lead &amp; Develop the Café Team</strong></p><ul><li><p>Lead, motivate, coach, and inspire a high-performing Café team to consistently deliver exceptional customer service.</p></li><li><p>Create a positive and engaging working environment that promotes teamwork, accountability, and continuous improvement.</p></li><li><p>Conduct daily team briefings, one-to-one coaching sessions, and regular performance reviews.</p></li><li><p>Ensure colleagues are fully trained in food preparation, food safety, customer service, operational procedures, and M&amp;S brand standards.</p></li><li><p>Develop succession plans and support colleagues' learning and career development.</p></li></ul><p><strong>Manage Daily Café Operations</strong></p><ul><li><p>Oversee the day-to-day operation of the M&amp;S Café, ensuring smooth and efficient service throughout trading hours.</p></li><li><p>Manage opening and closing procedures, including cash reconciliation, safe counts, and operational checks.</p></li><li><p>Ensure staffing levels are planned effectively to meet customer demand and service standards.</p></li><li><p>Monitor service flow and take proactive action to improve customer experience during peak trading periods.</p></li><li><p>Maintain high standards of cleanliness, organization, and operational efficiency across all café areas.</p></li></ul><p><strong>Deliver an Exceptional Customer Experience</strong></p><ul><li><p>Lead by example in delivering warm, friendly, and professional customer service.</p></li><li><p>Resolve customer enquiries and complaints promptly, ensuring positive outcomes.</p></li><li><p>Build customer loyalty by creating memorable dining experiences.</p></li><li><p>Monitor customer feedback and implement improvements to enhance satisfaction.</p></li><li><p>Drive a culture of hospitality excellence throughout the Café team.</p></li></ul><p><strong>Food Safety, Quality &amp; Compliance</strong></p><ul><li><p>Ensure full compliance with M&amp;S Food Safety standards, HACCP, Municipality regulations, and Health &amp; Safety legislation.</p></li><li><p>Monitor food preparation, storage, temperature controls, and product quality throughout the day.</p></li><li><p>Ensure all food is prepared, displayed, and served in accordance with company standards.</p></li><li><p>Complete food safety audits, temperature records, cleaning schedules, and compliance documentation.</p></li><li><p>Promote a strong food safety culture across the Café operation.</p></li></ul><p><strong>Stock Management &amp; Inventory Control</strong></p><ul><li><p>Oversee ordering, receiving, and inventory management for all Café products.</p></li><li><p>Ensure effective stock rotation using FIFO principles and minimize food waste.</p></li><li><p>Monitor inventory levels and maintain optimum stock availability.</p></li><li><p>Conduct regular stock counts, inventory reconciliations, and variance investigations.</p></li><li><p>Manage supplier deliveries and ensure product quality standards are maintained.</p></li></ul><p><strong>Drive Sales &amp; Commercial Performance</strong></p><ul><li><p>Deliver café sales, profitability, and labor productivity targets.</p></li><li><p>Drive upselling, cross-selling, and promotional initiatives to maximize revenue.</p></li><li><p>Analyze sales trends and identify opportunities to improve commercial performance.</p></li><li><p>Support seasonal menu launches, promotions, and marketing campaigns.</p></li><li><p>Monitor food costs, waste, and operational expenses to improve profitability.</p></li></ul><p><strong>Financial &amp; Operational Controls</strong></p><ul><li><p>Manage daily cash handling, banking, and reconciliation procedures.</p></li><li><p>Monitor labor scheduling to maximize operational efficiency.</p></li><li><p>Ensure compliance with company financial controls and operational procedures.</p></li><li><p>Support budget management and cost control initiatives.</p></li><li><p>Maintain accurate operational and financial records.</p></li></ul><p><strong>Health, Safety &amp; Operational Excellence</strong></p><ul><li><p>Ensure a safe working environment for colleagues and customers.</p></li><li><p>Conduct regular Health &amp; Safety inspections and risk assessments.</p></li><li><p>Ensure all equipment is maintained and any faults are reported promptly.</p></li><li><p>Drive continuous improvement initiatives across café operations.</p></li><li><p>Ensure compliance with all Standard Operating Procedures (SOPs).</p></li></ul></li></ul></div></section><section><p class="heading">Desired Candidate Profile</p><p class="paragraph"></p><ul><li><p><strong>Required Skills to be Successful</strong></p><ul><li><p>Strong leadership and people management skills.</p></li><li><p>Excellent hospitality and customer service skills.</p></li><li><p>Sound knowledge of food safety, HACCP, and food hygiene standards.</p></li><li><p>Strong commercial awareness and business acumen.</p></li><li><p>Experience in labor planning, food cost control, and waste management.</p></li><li><p>Excellent communication and stakeholder management skills.</p></li><li><p>Ability to analyze sales and operational data to drive performance.</p></li><li><p>Strong organizational and problem-solving abilities.</p></li><li><p>Ability to perform effectively in a fast-paced hospitality environment.</p></li><li><p>Proficiency in Microsoft Excel and POS systems.</p></li></ul><p><strong>What Qualifies You for the Role</strong></p><ul><li><p>Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or a related discipline (preferred).</p></li><li><p><strong>4–6 years' experience</strong> in Hospitality, Café, Restaurant, or Food Retail operations.</p></li><li><p>Minimum <strong>2 years' experience</strong> in a supervisory or management role.</p></li><li><p>Experience managing café or restaurant teams in a premium hospitality or food retail environment.</p></li><li><p>Strong knowledge of food preparation, food safety, HACCP, and Municipality regulations.</p></li><li><p>Proven experience in inventory management, food cost control, labour planning, and waste reduction.</p></li><li><p>Experience with POS systems, inventory management systems, and Microsoft Office applications.</p></li><li><p>Excellent communication skills in English (Arabic is an advantage).</p></li><li><p>Ability to work flexible shifts, weekends, evenings, and public holidays.</p></li></ul><p><strong>Key Competencies</strong></p><p><strong>Leadership &amp; People Management</strong></p><ul><li><p>Team Leadership</p></li><li><p>Coaching &amp; Development</p></li><li><p>Performance Management</p></li><li><p>Employee Engagement</p></li></ul><p><strong>Operational Excellence</strong></p><ul><li><p>Café Operations Management</p></li><li><p>Food Safety &amp; HACCP</p></li><li><p>Quality Assurance</p></li><li><p>Inventory &amp; Waste Management</p></li></ul><p><strong>Commercial Excellence</strong></p><ul><li><p>Sales Growth</p></li><li><p>Food Cost Management</p></li><li><p>Labor Productivity</p></li><li><p>Customer Experience Management</p></li></ul><p><strong>Personal Effectiveness</strong></p><ul><li><p>Customer Focus</p></li><li><p>Decision Making</p></li><li><p>Problem Solving</p></li><li><p>Accountability</p></li><li><p>Adaptability</p></li><li><p>Communication</p></li><li><p>Planning &amp; Organizing</p></li></ul><br><br></li></ul><p></p></section>

<ul><li><p>Performs regular inspections and audits (daily, weekly, monthly, or quarterly) at the designated location to verify that the public health and hygiene standards are maintained.</p></li></ul><br><p>Food Safety & Quality Control</p><ul><li><p>Provide advice and support to contractors in ensuring that the food production, catering, and food services are complying with HACCP Principles, FSMS requirements, ADAFSA regulations, client Standards and international best practices.</p></li><li><p>Inspect and monitor quality, hygiene, and critical control points (CCP’s) of in-process food production batches to ensure compliance with food safety and sanitation standards and procedures.</p></li><li><p>Conduct regular checks to ensure food handlers are adhering to good food handling, personal hygiene, and handwashing practices, during food preparation and service.</p></li><li><p>Inspects and monitors food shipping facilities, operation, sequence, packaging, labelling, preservation, frosting and defrosting, shelf life, stock rotation, material flow, transportation vehicles and warehouse standards.</p></li><li><p>Inspect all food consignments for quality, brands, hygiene, and safety before authorizing unloading and storage. Conduct sensory assessments for food items such as fresh fish / meat. Verify documentation such as Temperature Data Logger Reports, Specification Sheets, Certificate of Origin, Health / Sanitary / Halal Certificates as applicable.</p></li></ul><br><p>Hazard Analysis and Critical Control Points (HACCP)</p><ul><li><p>Evaluate the adequacy and the implementation of the HACCP manual specific to the site including Prerequisite Programs, HACCP Team, Descriptions of food and it’s distribution, intended use and the consumers of food, process flow diagrams, hazard analysis, critical control points, critical limits, monitoring procedures, corrective actions, verification procedures, record-keeping and documentation procedures.</p></li><li><p>Evaluate the hazard analysis to verify the identification of all food safety hazards and provide recommendations for preventive measures to manage these hazards.</p></li><li><p>Confirm critical control points and assess the measures or procedures in place to prevent, eliminate, or mitigate food safety hazards to a satisfactory level.</p></li><li><p>Validate critical control point monitoring requirements, such as procedures, inspections, and frequencies to ensure that the process is appropriately managed.</p><br></li></ul><p>Public Health</p><ul><li><p>Support with the investigation of all reported cases of infectious illness related to public health such as malaria, chickenpox etc. in consultation with HSE / Occupational Health / Medical Team to takes corrective/remedial measures.</p></li><li><p>Verify the medical fitness and vaccination records of Barbers, Food Handlers, Pest Control, Sewage Treatment and Waste Management related employees.</p></li><li><p>Conduct inspections of grocery stores to ensure adherence to hygiene and food safety practices, including personnel, storage facilities, products sold, shelf life etc.</p></li><li><p>Conduct inspections of barber shops to ensure compliance with hygiene practices related to barbering activities, including personnel, premises, and equipment in accordance with hygiene standards set by Abu Dhabi Municipality, DOH, client, and international guidelines.</p></li><li><p>Identify sampling points and develop a site-specific sampling plan to routinely collect food items, food handler hand swabs, kitchen surface swabs, potable water, treated wastewater and swimming pool water samples in accordance with the prescribed frequency schedule for microbiological and chemical analysis from an client approved external laboratory. Review the results against client Standards, Abu Dhabi Department of Energy Water Quality Regulations, Abu Dhabi Municipality Regulations and WHO Guidelines.</p><br></li></ul><p>Accommodation, Welfare and Community Facilities</p><ul><li><p>Inspect accommodation units for issues related to general sanitation, health, hygiene, air quality, pest control, maintenance (i.e. electrical, plumbing, structural), welfare & HSE aspects.</p></li><li><p>Inspect commercial outlets and community facilities including Grocery stores, Barbershops, Gardens, Zoo, Fountains, Playgrounds, Mosques, Majlises, Beaches, Public Clubs, Offices, Workshops, General Stores, Recreational Facilities, Laundries, and other public amenities to ensure hygienic practices and conditions are maintained in line with client Standards.</p></li></ul><p>Pest, Rodent, Bird & Stray Animal Control</p><ul><li><p>Evaluate the pest control operations to ensure compliance with public health standards. This includes inspecting the implementation and effectiveness of pest, rodent, bird, and stray animal control programs in alignment with the principles of Integrated Pest Management (IPM).</p></li><li><p>Review the protocols for pesticide chemical handling and storage. Propose necessary modifications to ensure the safe and proper use of chemicals.</p></li><li><p>Verify if pesticide dilutions and dosages are sufficient to achieve efficient pest management.</p></li><li><p>Verify if the mixing and loading of pesticide and the washing and rinsing of equipment is conducted in a safe and environmentally responsible manner to prevent pollution and safeguard human health.</p></li></ul><br><p>Potable Water Treatment</p><ul><li><p>Review the water treatment using a structured process to understand the different stages and the use of chemicals, filtration, and disinfection etc. to evaluate potential risks associated with each and to ensure that the facility is complying with all relevant regulations and guidelines for ensuring the quality and safety of the drinking water supply.</p></li><li><p>Inspect the water treatment plant to assess the plant's physical conditions, such as the condition of equipment, structures, and buildings and cleanliness of the facility. This includes examining the treatment equipment, storage tanks, and the distribution system.</p></li><li><p>Review the water treatment plant's documents and records, which may include the results of water quality tests, operating procedures, chemical usage, safety data sheets, maintenance records, training records, and any reports of previous issues.</p></li></ul><br><p>Sewage Treatment Plant and Drainage Systems</p><ul><li><p>Review the sewage treatment process, which may include physical, chemical, and biological processes, to ensure that the sewage is being properly treated and disinfected. and the plant is complying with all relevant regulations and guidelines, including those related to wastewater treatment, disinfection, and discharge.</p></li><li><p>Inspect the sewage treatment plant to assess the plant's physical conditions, such as the condition of equipment, aeration and sludge holding tanks, structures, buildings, and sanitary conditions.</p></li><li><p>Review the procedures for handling, treating, and disposing of sludge. Ensure that the sludge is being stored in a covered and secure location to prevent pests and odours from being released into the surrounding environment.</p></li><li><p>Collect effluent samples from the final discharge points in the treatment process to test for microbiological / chemical parameters and review the results to ensure conformity with discharge limits as per client Pollution Prevention and Control Standard and Abu Dhabi Department of Energy Trade Effluent Control Regulations.</p></li></ul><br><p><strong>Desired Candidate Profile</strong></p><ul><li><p>Bachelor's degree in public health, environmental health, biological sciences, or equivalent principal.</p></li><li><p>5 years of experience in implementing, supervising, inspecting, or auditing public health / food safety & hygiene programs in significant projects. Experience in oil and gas projects is advantageous.</p></li><li><p>Extensive knowledge of food regulations and public health standards.</p></li><li><p>Level 3 Award in HACCP Certificate (Catering / Manufacturing)</p></li><li><p>Level 4 Award in Managing Food Safety Certificate (Catering)</p></li><li><p>ISO 22000 Internal / Lead Auditor Certificate.</p></li><li><p>NEBOSH International General Certificate in Occupational Health & Safety.</p></li><li><p>Exceptional communication and interpersonal skills and the ability to effectively communicate and engage with culturally diverse teams.</p></li><li><p>Proficiency in Outlook, Word, Excel, and PowerPoint.</p></li><li><p>Proficiency in creating presentations and delivering impactful training.</p></li><li><p>Excellent knowledge of English Language.</p></li></ul>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <strong>Job Code: </strong>348/001/456<br><strong>Industry: </strong>Water Treatment<br><strong>Department:</strong> After-Sales – Operations &amp; Maintenance<br><strong>Reports To:</strong> After-Sales Manager / O&amp;M Manager<br><br>We are seeking an experienced <strong>Operations &amp; Maintenance Engineer </strong>to oversee the complete lifecycle management of Sewage Treatment Plants (STPs) and Pumping Stations across various sites. The role is responsible for ensuring continuous, efficient, and compliant plant operations through technical leadership, team management, process optimization, maintenance planning, and stakeholder coordination.<br>The ideal candidate will be a proactive professional capable of delivering operational excellence while maintaining high standards of safety, quality, and regulatory compliance. This Operations &amp; Maintenance Engineer Job in Sharjah requires strong technical knowledge of wastewater treatment processes, plant equipment, preventive and corrective maintenance, and O&amp;M operations.<br><br><ul><li>Oversee the daily operations of Sewage Treatment Plants (STPs) and Pumping Stations, including biological, mechanical, civil, electrical, instrumentation, and chemical treatment processes.</li><li>Ensure continuous plant operations within design parameters and maintain compliance with municipality regulations and applicable environmental standards.</li><li>Monitor real-time process performance data, identify deviations, and implement corrective actions to optimize plant efficiency and output quality.</li><li>Supervise water quality testing and laboratory analysis to ensure treated effluent meets required discharge standards and permits.</li><li>Evaluate and optimize chemical dosing systems, including coagulants, disinfectants, and other treatment chemicals.</li><li>Conduct regular process audits, monitor energy consumption, and implement improvements to enhance efficiency and reduce operational costs.</li><li>Oversee the safe and compliant handling, storage, and disposal of sludge and chemical by-products.</li><li>Develop, implement, and continuously improve preventive maintenance (PM) schedules for plant equipment, including pumps, blowers, surface aerators, motors, control panels, PLC panels, MCC panels, instrumentation, SCADA systems, and civil structures.</li><li>Manage corrective maintenance activities and ensure rapid resolution of equipment breakdowns to minimize plant downtime.</li><li>Plan and supervise major overhauls, equipment replacements, and capital maintenance works in coordination with clients and relevant stakeholders.</li><li>Maintain an accurate asset management register, including equipment history, maintenance records, and warranty information.</li><li>Ensure calibration and functional testing of critical instrumentation, meters, and control systems according to prescribed schedules.</li><li>Coordinate and supervise specialist subcontractors and third-party service providers for maintenance activities.</li><li>Assess and prioritize maintenance work orders based on criticality and operational impact.</li><li>Lead, supervise, and mentor the O&amp;M team, including Senior Operators, Mechanical and Electrical Technicians, Operators, and Support Staff across assigned sites.</li><li>Allocate daily tasks, monitor attendance, coordinate shift planning and leave management, and ensure effective manpower deployment across multiple sites.</li><li>Conduct performance evaluations, identify training requirements, and provide on-the-job coaching and mentoring to team members.</li><li>Manage emergency plans during excessive flows, rain, floods, environmental disasters, and natural calamities affecting pumping stations and treatment facilities.</li><li>Enforce compliance with all Health, Safety, and Environmental (HSE) policies, procedures, and statutory requirements.</li><li>Ensure compliance with Permit-to-Work (PTW), Lockout/Tagout (LOTO), and confined space entry procedures.</li><li>Investigate incidents, near-misses, and unsafe conditions and implement appropriate corrective and preventive actions.</li><li>Ensure the availability, proper use, and maintenance of Personal Protective Equipment (PPE) and safety tools.</li><li>Maintain environmental compliance regarding effluent discharge quality, chemical handling, waste management, and noise control.</li><li>Coordinate with the HSE team regarding safety concerns, PPE requirements, HSE visits, and inductions.</li><li>Maintain comprehensive documentation, including operational logs, maintenance records, incident reports, compliance reports, and laboratory results.</li><li>Prepare and submit daily, weekly, monthly, quarterly, and annual O&amp;M performance reports to clients and relevant authorities.</li><li>Develop and maintain Standard Operating Procedures (SOPs), emergency response plans, and operational manuals for critical plant systems.</li><li>Track and report Key Performance Indicators (KPIs), including plant availability, energy consumption, and treatment efficiency.</li><li>Ensure regulatory submissions, permit renewals, and inspection documentation are completed accurately and on time.</li><li>Serve as the primary technical point of contact for clients, municipality representatives, consultants, and regulatory bodies for O&amp;M-related matters.</li><li>Attend client coordination meetings, technical reviews, and site inspections and provide prompt, professional, and solution-oriented responses to queries and operational issues.</li><li>Maintain readiness to respond to emergency breakdowns, system failures, and critical incidents outside regular working hours when required.</li><li>Support clients in plant expansion, upgrade, and rehabilitation projects by providing technical and O&amp;M expertise.</li><li>Manage the procurement and inventory of spare parts, consumables, chemicals, and tools while maintaining appropriate stock levels.</li><li>Evaluate supplier performance and material quality and recommend suitable vendors.</li><li>Prepare material requisitions, technical specifications, and scopes of work for the procurement of equipment and services.</li><li>Monitor operational expenditure against approved O&amp;M budgets and identify cost-saving opportunities without compromising quality.</li><li>Maintain accurate records of procurement activities, material receipts, and inventory movements.</li><li>Design and deliver training programs for O&amp;M staff covering plant processes, equipment operation, safety procedures, and emergency response.</li><li>Identify individual and team skill gaps and support knowledge sharing, cross-training, succession planning, and new employee onboarding.</li><li>Participate in client visits, technical meetings, and sales presentations to support business development activities.</li><li>Provide technical and operational support to the sales team during proposal preparation, project discussions, and client interactions.</li><li>Identify and evaluate new business opportunities, potential projects, and service expansion areas.</li><li>Develop and maintain strong relationships with existing and prospective clients to support customer satisfaction and repeat business.</li><li>Coordinate with internal departments for the timely submission of quotations, technical proposals, and project documentation.</li><li>Conduct market research and competitor analysis to identify emerging opportunities and industry trends.</li><li>Assist in promoting services and capabilities to clients, consultants, and government entities.</li><li>Monitor ongoing projects and identify opportunities for additional services, upgrades, and Operations &amp; Maintenance contracts.</li></ul><br><br><ul><li>Bachelor's Degree in Mechanical, Electrical, Chemical, or Environmental Engineering, or an equivalent qualification.</li><li>Valid UAE driving licence.</li><li>Additional certifications in wastewater treatment, SCADA/PLC systems, or HSE management will be an advantage.</li><li>Strong knowledge of biological treatment processes, including Activated Sludge, MBR, MBBR, SBR, ASP, and FCR.</li><li>Strong knowledge of mechanical systems and electrical and instrumentation equipment used in water and wastewater treatment operations.</li><li>Proficiency in SCADA/PLC systems and Microsoft Office applications.</li><li>Solid understanding of Health, Safety, and Environmental regulations applicable to water and wastewater treatment operations.</li><li>Ability to read and interpret engineering drawings, P&amp;IDs, and technical specifications.</li><li>Strong leadership, communication, and interpersonal skills with the ability to manage diverse teams.</li><li>Excellent problem-solving, analytical, and decision-making skills, particularly when working under pressure.</li><li>High level of initiative, accountability, and commitment to delivering results.</li><li>Flexibility and availability to respond to site emergencies and client requirements outside normal working hours.</li></ul><br><br><em>Please visit our </em><strong><em>jobs</em></strong><em> page to check out our current list of jobs in UAE and across the world.</em><br><em>Follow us on </em><strong><em>LinkedIn</em></strong><em> and </em><strong><em>Facebook</em></strong><em> to stay updated regarding our upcoming opportunities.</em><br><em>Subscribe to our </em><strong><em>LinkedIn newsletter</em></strong><em> for weekly job updates.</em><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><strong><span>Position</span></strong><span>: <strong>AVP, Head of Service, Operations &amp; Transformation (Gulf / GCC)</strong></span></p><br><br><p><span><strong>Job Location: Dubai, United Arab Emirates (UAE hub supporting Qatar, Oman, Bahrain &amp; Kuwait)</strong></span></p><br><br><br><p><span><strong><u>The Role</u></strong>: The Head of Service &amp; Operations is responsible for end-to-end operational delivery across employee benefits and protection solutions, including implementation and onboarding, policy administration, billing, claims, collections and customer service. Products are expected to include, as applicable by market, Group Life, Medical, Dental, Personal Accident, Critical Illness and Group Savings/Benefits, including End-of-Service and gratuity-related solutions. Based in the UAE as the primary operations hub, the role will oversee and support Qatar, Oman, Bahrain and Kuwait, ensuring consistent service delivery, effective controls and scalable processes across markets. The incumbent will enhance the customer experience, drive efficiency, leverage technology, build strong partner relationships and ensure product compliance with applicable UAE and local market regulations, as well as internal governance requirements. Working with other department heads, the incumbent will ensure the working environment, processes, guidelines and values are aligned with One MetLife and the Global Operations strategy. This role is a critical business partner in achieving financial goals, improving operating performance and maintaining a controlled environment that mitigates operational risk across policy issuance, servicing and claims processes.</span></p><br><br><br><p><span><strong><u>Key Responsibilities:</u></strong></span></p><br><br><ul><li>Design and implement an operations strategy that supports commercial commitments, financial objectives, regulatory compliance and scalable service delivery across the organisation.</li></ul><br><ul><li>Execute on operational and customer service strategy to drive an improved end-to-end customer experience, drive operational efficiency and make it easier for customers to do business with us.</li><li>Manage issuance, claims, services, and collections processes with the objective of meeting agreed service levels, quality standards, and regulatory requirements.</li><li>Establish operations guidelines to ensure the effective functioning of the provider/medical network and the appropriate parameters for claims adjudication, pricing tables, and associated cost controls.</li></ul><ul><li><span>Define and manage recovery payments and collections strategy across business lines to protect earnings and improve cash-flow discipline.</span></li><li><span>Oversee the timely and accurate consolidation of operational financial information, particularly collections and claims data, to support reporting to authorities, home office requirements, regulatory compliance and effective decision making.</span></li></ul><br><ul><li>Supervise compliance with internal policies and applicable regulatory requirements across the UAE and the supported markets (Qatar, Oman, Bahrain and Kuwait) to mitigate regulatory and conduct risks, including (as applicable) anti-money laundering (AML), counter-terrorist financing (CTF), sanctions screening, FATCA/CRS, and other local requirements. Define and manage preventive and corrective action plans associated with internal and external audits to ensure adherence to regional and global operational policies and local regulatory expectations.</li></ul><ul><li><span>Lead continuous improvement and service process re-engineering to improve operational effectiveness, customer outcomes, control standards and business-line profitability.</span></li></ul><br><ul><li><span>Responsible for strategic technological improvements/implementation to streamline processes from the UAE hub and standardize service delivery across Qatar, Oman, Bahrain and Kuwait.</span></li></ul><ul><li><span>Lead the Digital Transformation and PMO agenda for the Gulf/GCC operations function, including prioritisation and governance of transformation initiatives, delivery tracking, benefits realisation, process automation, change management, and alignment with regional and global technology roadmaps.</span></li></ul><br><ul><li>Create an effective and efficient work environment across all locations that will engage and enable associates to improve the customer experience.</li></ul><ul><li>Attract, retain and motivate high-performing talent across the operations function.</li><li>Set goals, monitor performance and evaluate results to ensure departmental and organisational objectives are met and aligned with business priorities.</li><li>Develop differentiated operational capabilities and services by leveraging technology, people and shared best practices.</li><li>Embed a Lean mindset across operations to reduce risk, remove waste and strengthen continuous improvement.</li><li>Support the agency strategy by shaping the operating model, resourcing requirements and operational processes needed to serve this channel effectively.</li><li>Ability to travel across the GCC as required (estimated 10–20%).</li></ul><br><br><p><span><strong><u>Key Relationships:</u></strong></span></p><br><br><ul><li><strong>Reports to:</strong> Regional Head of Operations</li></ul><br><ul><li><strong>Direct reports/team</strong>: 7 direct reports: Claims Lead; Billing &amp; Reconciliation Lead; Underwriting/Policy Administration Lead; Customer Service Manager; Group Savings/Benefits (End-of-Service) Operations Manager; Dental/Provider Network Lead; Digital Transformation and PMO Lead.</li><li><strong>Key Stakeholders</strong>: UAE business heads and Functional VP’s/Directors; country leads/points of contact in Qatar, Oman, Bahrain and Kuwait; local regulators and external advisors; clients, brokers and key partners</li></ul><br><br><p><span><strong><u>Candidate Qualifications:</u></strong></span></p><br><br><p><span><strong><u>Essential Business Experience and Technical Skills:</u></strong></span></p><br><br><ul><li>10+ years’ experience managing large teams within the insurance industry, with strong strategic judgement and commercial acumen.</li><li>Demonstrated leadership experience across a large, multi-site insurance service or operations organisation.</li><li>Deep understanding of key business and operational metrics, including integrated analytics and strong business and technology acumen to support data-driven transformation decisions.</li><li>Significant change agent and innovator, with the ability to drive meaningful operational transformation while balancing effectiveness, efficiency, customer experience and control.</li><li>Insurance product experience across Group and Retail lines.</li><li>Strong understanding of the regulatory and legislative environment and its impact on insurance products and operations.</li></ul><br><ul><li>Strong influence, negotiation and conflict resolution skills</li></ul><ul><li>Proven ability to work effectively in a matrixed environment.</li><li>Excellent analytical, decision-making and problem-solving skills.</li><li>Proven ability to manage multiple priorities and strong project management skills, including PMO governance, milestone tracking, dependency management and escalation of delivery risks.</li><li>Strong understanding of market needs that influence excellent customer service, with the ability to adapt MetLife’s operational delivery to create customer value.</li><li>Ability to identify and create opportunities where processes and technology can converge to improve productivity, service quality, automation and scalability.</li><li>Digital transformation leadership, including automation, workflow redesign and adoption of scalable technology solutions.</li><li>Strong PMO discipline with the ability to govern complex initiatives, manage dependencies and translate strategy into measurable delivery outcomes.</li><li>Data-led operational management, using analytics and performance metrics to identify opportunities, monitor benefits and improve decision making.</li><li>Change management and stakeholder engagement skills to embed new ways of working across multi-market operations.</li><li>Strong compliance, risk management and audit orientation.</li><li>Ability to partner effectively with senior executives across distribution, operations, product, finance, Human Resources and other enabling functions.</li><li>Ability to attract, coach, mentor and develop talent.</li></ul><br><ul><li>Fluent in English required. Arabic preferred; additional languages relevant to the Gulf market are an advantage.</li></ul><br><br><p><span><strong><u>Leadership Competencies:</u></strong>&nbsp;</span></p><br><br><ul><li><strong>Thinks Strategically</strong> – Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.</li><li><strong>Motivates People</strong> – Gains people commitment to achieve business objectives through clear communication of the company’s vision and flexing leadership styles to inspire high performance.&nbsp;</li><li><strong>Seizes Opportunity</strong> – Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.</li><li><strong>Models our Values</strong> – Creates a culture that promotes the company’s values and standards through role modeling, accountability and ownership of decisions.</li><li><strong>Focuses on Customers</strong> – Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.</li><li><strong>Drives Results</strong> – Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.</li></ul><br><br><p><span><strong><u>MetLife:&nbsp;</u></strong></span></p><br><br><p><span>MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.&nbsp;</span></p><br><br><br><p><span>We are one of the largest institutional investors in the U.S. with more than $588.7 billion in total assets under management as of December 31, 2018. We are ranked #43 on the Fortune 500 list for 2018. In 2018, we were named to the Dow Jones Sustainability Index (DJSI) for the third year in a row. DJSI is a global index to track the leading sustainability-driven companies.</span></p><br><br><br><br> <br><br> </div>