Emirates Group

Job Purpose:

Manage the daily operation of industry travel, maximising the utilisation of resources to deliver cost effective solutions. Manage key stakeholder relationships and drive change and enhancement initiatives in areas related to product, processes, and user experience and system development, with a focus around seeking opportunities to maximize revenue.

Job Outline:

• Manage the team to deliver operational efficiency and excellence in customer service, this includes staff implanted within businesses remotely. Manage resources on day of operation to ensure effective utilisation of staff to meet service delivery standards.
  
  
• Lead the governance of processes to ensure strict alignment with the policy.
  
  
• Define and review service delivery standards and undertake on-job quality auditing to ensure all service standards are consistently achieved.
  
  
• Define the team performance goals, review progress and provide performance feedback, design and implement training programmes to ensure that staff meet performance goals.
  
  
• Review business performance data to determine operational trends, produce reports and provide solutions to meet KPIs, with a focus on maximizing revenue.
  
  
• Seek opportunities to increase revenue by promoting open destinations and hotel offers through collaboration with various stakeholders, including EKH and dnata staff travel.

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• Drive positive change in areas related to product and system improvement, lead projects and manage internal relationships and collaborate with all key stakeholders i.e. EKAS/IT/ RO/HR (HRB, Comp&Ben, Onboarding and Offboarding team).
  
  
• Develop new, and review existing, operating procedures to improve operational effectiveness. Drive the implementation of changes to processes and procedures ensuring optimal communication and training.
  
  
• Define, implement and manage procedures and processes in relation to interline travel to support the employee benefits programme. This includes managing the MyIDTravel application and negotiating interline agreements.
  
  
• Manage the TRIPS application end-to-end and put in place controls and triggers that prompts irregularities and misuse of the system. Perform regular audits to drive remedial initiatives ensuring full system governance.
  
  
• Recommend and execute system enhancements on TRIPS application to improve the users experience by liaising with relevant department/stakeholders.

Qualifications & Experience:

Experience in Commercial/Sales.Other

Knowledge/skills:

- Experience within the airline industry.

- Experience of managing an operational team.

- Excellent interpersonal skills.

- Ability to deal with customers at all levels of the organisation.

- Knowledge of business systems i.e. TRIPS, MARS.

- Knowledge of IT automation is desirable.

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. 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