Emirates Group

At Emirates, our retail and contact centres operate globally! Our international teams play a crucial role in representing our brand, and providing our customers with up to date information regarding our range of products and services. Working with our team means that you serve as a primary means of communication and are often a first point of contact for our valued customers! 

As Global Business Support & Disruption Manager, you will lead the operational consistency across business support functions by standardising customer interaction practices, enforcing high service standards, and aligning with the global vision to deliver a seamless and consistently exceptional experience. Implement high-impact, cross-functional initiatives that deliver measurable value, enhance brand experience, and accelerate benefit realisation, all aligned with the strategic objectives of Retail and Contact Centre.

In this role, you will be responsible for:

• Provide operational management and strategic leadership for global business support functions across Contact Centres, ensuring consistent customer interaction, high service quality, and efficient operations aligned with business goals. 
•  Develop and implement standardized, scalable processes and Contact Centre customer outreach initiatives that enhances efficiency, accuracy, and service quality across regions, ensuring alignment with  enterprise objectives, service levels, and performance benchmarks while delivering measurable value and enhance the end-to-end customer journey. 
•  Drive data-informed, cross-functional initiatives to enhance global back-office operations, customer  notification, and disruption management, (including Other Airlines (OAL)), ensuring continuity of service  through effective stakeholder collaboration. 
•  Oversee automation and digital transformation initiatives with internal stakeholders to improve efficiency,  accuracy and scalability, and responsiveness across global support functions.  
•  Ensure governance, legal and regulatory compliance across all customer communications, collaborating  with business units to maintain updates and introduce efficient, complaint tools and processes.  
•  Develop and maintain the Business Continuity Plan (BCP) and act as the escalation point and strategic  representative for R&CC during service disruptions. 
•  Ensure team structure, capability, and performance align with operational needs through effective leadership, development, and performance management, overseeing daily Contact Centre operations activities, to meet service, quality, and sales targets.

To be considered for this role, you must meet the below requirements:

• Bachelor’s degree (12+3 or equivalent) with over 8 years of experience in Commercial/Sales roles.
  
• Experience in the Commercial field, Customer Service, Call Centre or other relevant operational field.
• Working knowledge of airline industry procedures, operations, and methodology.
• Strong interpersonal skills with the ability to connect with diverse groups, influence decision-makers, and foster collaboration.
• Experience in leading a multi-cultural team.
• Excellent project management skills to oversee multiple projects and ensure timely delivery.
• Proficient in Microsoft Office suite.
• Advanced knowledge of contact centre operations, and airline industry procedures & methodology.
• Experience in business continuity planning and disruption management.

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. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers