Manager Operations & Service Delivery, Arabian Adventures

The Emirates Group - Dubai

Job Purpose: The Manager Operations & Service Delivery is directly responsible for the effective management of Arabian Adventures Operations, Product and Business Support units, ensuring consistent high levels of service in order to maintain the company's image, grow the business and increase its market share, according to the long-term strategy defined by the senior management of the company. Key Responsibilities: - Develop and drive the long term (2-3 year) plan for the department, ensuring alignment between department strategy and initiatives and DMC strategy. - Directly accountable for the operating performance and budget of the Operations unit as well as for the effective utilisation of overhead expenses, manpower resources and capital expenditure in the interests of cost efficiency and customer experience. - Manage and lead a high-performing team to deliver Arabian Adventures local excursions and experiences. The scope of accountability includes but is not limited to management and delivery of Meet & Greet services, Transfer, Tours, Desert Safari experiences, and accountability for the Desert Camps owned by the DMC. - Directly responsible for the contracting of all commercial items, including being the signatory for all contracts and purchase orders. In liaison with the Procurement & Logistics Dept, responsible for the contracting and purchase of all products and services (cost items) required by the Operations dept, including vehicles and safari equipment. A careful balance is required between the high quality of products and competitive pricing, in order to satisfy both DMC customers' expectations and the competitiveness of the company's products. - Actively and permanently pursue the improvement of productivity and performance in the Operations section to ensure that: (1) employee performance and motivation is consistent with corporate standards, (2) Costs are kept under control and within budgets, to maximise profit, (3) Unit costs are maintained or reduced. These measures will encompass both the organisation structure of the section and the optimised use of systems - Ensure optimum service delivery by all units within DMC Operations section, in order to enhance the company image and to further gain market share. The related development of operating standards will cover all products and services, including both the back office functions and the delivery of services `in the field'. - Liaise with Emirates' Group Safety Dept, to actively pursue the improvement of safety and sustainability measures in all aspects of Operations, in order to: (1) minimise the company's exposure to accidents and potential liability, for both staff and customers, (2) comply with strict overseas consumer protection laws, (3) further improve the company image as a leading DMC in that respect. - Establish and manage contacts at the highest levels with local authorities, government officials and suppliers, in order to enhance the company's image, to facilitate the operation of large or special projects and to maintain the company edge over its competitors. - Constantly seek to develop and implement new products to be added to the the DMC portfolio of attractions and experiences in the destination, in order to maintain the company's image and leading position in the region. - Support in pursuing expansion opportunities for the company in the UAE and the MENA region. In co-ordination with VP Destination Management, plan, implement and manage the development of the DMC operational systems, processes and products in other countries, in order to position the company as a global player in Destination Management services, thus maximising available resources and increasing profits.
Qualifications & Experience: - Experience in Commercial/Sales: 10+ Years - Degree or Honours (12+3 or equivalent) : Business Administration / or ten years experience with a proven track record in the travel or leisure industry with General Certificate level education - Experience in Hospitality/Destination Management Knowledge/skills: - In-depth knowledge of the functioning of all units within a Destination Management Company - Clear knowledge and understanding of the tourism industry - Detailed destination knowledge - Strong team leader skills - Proven track record in managing supplier relationships, including purchasing/contracting - A proven capability to organise, distribute and complete work within a multinational and multicultural environment - Capability to understand the `big picture' with analytical problem solving skills (systematic and logical approach) - Good creative and lateral thinking skills - Capable of leading and performing well under pressure - Excellent written and oral communication skills in English (additional languages will be a distinct advantage) - The role requires a pro-active and flexible approach, including being available 24/7 (via mobile phone) in an emergency situation. The role will involve networking and building relationships with clients, suppliers and Government departments including attending social events outside of `normal' office hours.
Salary & Benefits: Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more.

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