Operations Area Manager

Job Description

Job PurposePlanet operate best in class international tax free refund services for its customers. We ensure quality of service in all aspects of the customer?s journey and in accordance with the high standards and requirements of our customers.The purpose of the role is to manage existing and new refund/validation points at airports, border points or other locations in the country. You will act as the key manager for all own refund desks and refund agents in area. Through effective team and operational management you will ensure a high and consistent level of service to our customers.Key Results Area:? Managing the operation of a 20-26 team of Operations Assistants across (several) refund points. ? Ensuring the refund points are comprehensively staffed to the required service level. ? Documenting the operations policies procedures and processes and ensuring the validation procedures are updated periodically. ? Ensuring all members of the team are sufficiently trained in line with these procedures and operating to same. ? Coach, develop and motivate the Team to create a positive and collaborative work environment. ? Engage in processes to improve procedures and desk management in-line with budget.? Managing and coordinating daily and weekly rotas of the team.? Managing the employee lifecycle of the team in partnership with HR. ? Ensuring the team are operating to the highest level of customer service and operational excellence in line with the service level agreements and requirements of the company.? Lead the drive to improve the end to end Customer Journey through key airports working with internal stakeholders and our partners to drive a continuous improvement in customer experience (for example service, velocity improvements) maximising match rates? Provide weekly and monthly KPI in terms of airport/validation point performance across the whole network.? Be the point of contact for all issue escalation and resolution of any system or operational issues at the validation/refund points.? Work with internal audit, risk and compliance, the risk teams with our refund partners and with contacts at FTA and border control to ensure a framework is in place to mitigate the risk of loss through fraud.? Engage in the testing and implementation of any changes to refund solutions and be the business lead on the testing and implementation of any new software solution.? Be the point of contact for all issue escalation and resolution of any operational issues with the central system team.? Manage the relationship with suppliers to ensure validation points are operating as expected. ? Manage the refund agent relationships locally with the Country Manager including on new setups, agents agreements, agent training on system, process and rules and procedures and issue resolution. ? Participate in the Company?s Performance Management System and ensure full compliance with all policies and procedures, reporting systems and Company Values at all times. ? Be fully familiar and understand authority level and ultimate accountability of this role.Person Specification/Skills Experience:? 5+ years working experience in a comparable position with experience in managing multi-site/multi shift work patterns. ? Ability to think strategically but also delivering on the operational implementations? Excellent analytical and organizational skills ? Pragmatic in issue resolution and solution finding. ? High customer service level requirements? High degree of energy, motivation, initiative & drive, hands on approach? Excellent communication and people management skills? Proficiency in Microsoft Word, PowerPoint, Excel as well as basic knowledge of operating systems, hardware and IT infrastructure ? Committed team player who is eager to learn and to work in an international environment ? Required languages: Arabic and English? Excellent communication, negotiation and interpersonal skills ? Flexible, high performance and willingness to travel

Keyskills :
Arabic English Customer Service Team Leadership Team Leader Operations Team Management