GLOBAL OPERATIONS MANAGER, dnata Travel

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 Outline: Plan - Analyse workflows, systems, and procedures being used against customer needs, market trends and department headcount, as well as operational and strategic requirements. - 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 - Regularly enhance workflows, systems and procedures while maintaining departmental procedures, service standards and productivity ratios. - Generate robust manpower forecasts and proposals to meet service requirements - Implements data driven decision making and performance management Deploy - 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, - 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, - Establish and control operations resource planning and expense budgets, to ensure that resources are used creatively and effectively to maintain favourable cost/revenue ratios in keeping with departmental standards. Lead - Establishes and oversees the adoption of the Global Operations departments vision, goals and objectives at all levels - 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 - Acts as an ambassador of the customer, driving the importance of customer experience to the overall performance of the business - Responsible for all leadership and management processes for the operations team including recruitment, training, continuous development and performance feedback and management. Execute - Directly responsible for the global operations function and delivery of an accurate, efficient, and high-quality service to the customer, within agreed service levels - Ensures that customer support activities are seen to deliver measurable and significant value to the businesses and meet customer expectations - Actively participate in upgrading systems and procedures to meet the growth strategy, trade and customer needs and successfully implement changes by coordinating with all relevant departments, - Resolve product or service problems, disruptions or customer complaints including those involving operations staff (including addressing any performance management problems that may develop).

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