Job Description

Plan, co-ordinate, control, manage and develop the day-to-day resourcing to bring to life our vision of providing a differentiated, customer led quality service. Maximize utilisation of department and supplier resources to deliver cost effective solutions and achieve budget. Monitor and maintain service standards ensuring the company retains its market leader status.

GENERIC JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS

• Plan, co-ordinate and control all assignments including team rostering, scheduling while working closely with resource planning to meet the daily operational requirements ensuring a smooth operation.
• Monitor market trends and recommend improvements to existing products and/or services offered by the business. Work with the Service Delivery Manager to develop new products and initiatives while maintaining a competitive edge over competitors.
• Ensure that the team is fully staffed, this includes recruitment of permanent approved vacancies and maintaining a pool of temporary / freelancer staff to manage operational peaks and facilitate the service delivery of large groups or special projects.
• Ensure that the company complies with all government regulations with regards to the training and licensing for staff. Create and implement training programmes to ensure that new and existing staff meet and excced the required performance standards set out by the government and the company.
• Set performance objectives, review progress and provide feedback to staff within the unit. Review and implement procedures to improve productivity and performance. Effectively train, coach and mentor your Team Leaders, empower them to deliver an incredible holiday experience and ensure that a succession plan is in place. Effectively manage conflict or performance issues.
• Maintain an excellent relationship with local authorities, senior government officials and suppliers in order to enhance the company's image, providing access to gain special approvals or permissions related to the unit while maintaining the business’s edge over its competitors. Liaise with and build relationships with government entities, relevant internal departments and ground handlers, understand their specific requirements, resolve issues and ensure a positive experience for our customers.
• Implement the necessary controls to monitor safety procedures set out by the business and the Group Safety Dept., in order to (i) minimise the company's exposure to accidents and potential liability; (ii) comply with strict overseas consumer protection laws; (iii) further improve the business image as a leading Service provider.
• Provide logistical support for any large group / incentive projects from inception to conclusion. The jobholder may be required to handle the co-ordination of the project independently or delegate some of the tasks to supervisors, whilst still maintaining the overall responsibility for the operational aspects of the project.
• Analyse information based on statistical data and make recommendations on the day to day and broader issues in order to ensure that productivity and customer service levels are maintained. Use all available information and data channels to forecast resource requirements (staff/vehicles/equipment) in conjunction with the supply chain to ensure that service failures are kept to a minimum.

SPECIFIC JOB ACCOUNTABILITIES

• Operations Controller – Transport
• Influence and negotiate as required with the supply chain, internal departments (Reservations, Corporate, G&I, CSI etc.) and establish a coherent day to day operation that promotes minimal service failures.
• Forecast and assess the daily requirements for logistical services to accommodate FIT and Group operations, where necessary secure additional services from the 3rd party supply chain. Ensure that all transportation needs are met and secured through the evaluation of seasonal trends, daily schedules, passenger loads, special events and ad-hoc group movements.
• Consolidate budgetary figures according transportation needs and submit these to the Service Delivery Manager for approval. Manage the transportation cost centre, budget, staff overtime and consecutive work hours.
• Consistently monitor fleet utilisation to ensure an efficiently run operation that guatantees high services standards while achieving the highest ROI from AA assets.

Qualifications & Experience

• Degree or Honors (12+3 or equivlent)
• 5+ years -Commercial/ Sales/ Travel / Tourism

Knowledge/skills:

• Detailed knowledge of the UAE, its culture, heritage, local hotels, airport & visa procedures, tours, safaris and the service industry.
• An awareness of First Aid, safety procedures and DTCM/DDCR/RTA regulations.
• Preferred someone with a working knowledge & understanding of ABTA and its rules
• Good English language skills, both written and verbal.
• Computer literate and able to use Office Applications such as Word, Excel and Outlook.
• Proven ability to work independently with minimum amount of supervision and strong communication skills.
• Good negotiating abilities with suppliers.
• Ability to manage, motivate, coach and develop multicultural teams.
• Presentable with excellent time management skills.
• Logical and systematic problem solving and decision making skills.
• Should be available on call 24 hours to respond to any operational emergency

Other languages besides English: One or more of the following would be an advantage.

• Arabic (written/spoken)
• German (written/spoken)
• French (written/spoken)

Salary & Benefits

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Skills Required

• Negotiations
• Management
• Sales