Account Manager-Aviation Partner Solutions

Role Overview

Account Manager – Aviation Partner Solutions at Transguard Group, based in Dubai.

Role Purpose

Maintain, retain, enhance, and grow revenue across aviation client contracts by forming strategic partnerships with current and potential clients, serving as the primary point of contact for the Operations team, and liaising with internal stakeholders to ensure sustained delivery of substantial and consistent growth.

Key Responsibilities

Financial Management

• Develop business growth by identifying new opportunities and understanding the commercial aspects of the contract.
• Manage service delivery within the boundaries of the contract.
• Prepare quarterly reports with monthly operational data to support financial performance review.
• Monitor billable versus non-billable staff.
• Report variations to the contract to the Divisional Manager and ensure these are reviewed and agreed with the client.
• Ensure overall department performance aligns with business unit scorecard requirements.
• Ensure accuracy of monthly billing and timely collection of invoices.
• Own accountability for client Service Level Agreement (SLA) and Key Performance Indicator (KPI) performance.

Customer Management

• Develop strong working relationships with clients through regular meetings to ensure smooth contract execution and identify further business opportunities.
• Undertake site visits to assess staff performance and resolve client service quality issues.
• Monitor service delivery to ensure alignment with contract terms and Business Unit Head expectations.
• Plan ahead and work with clients on new requirements to manage future peaks and troughs successfully.
• Ensure work schedules match client requirements.

Operations & Process Management

• Monitor all processes applied by team members to ensure efficiency and effectiveness.
• Ensure team management aligns with all Performance Manager Standard Operating Procedures (SOPs) throughout the employee lifecycle.
• Manage operations team members and employees on site, including facilitating regular staff meetings, conducting site visits to monitor performance, motivating staff, and resolving staff issues by liaising with relevant departments.
• Monitor absenteeism and attrition.
• Deliver induction training and other mandatory trainings as applicable.
• Plan staff mobilization according to agreed timescales with the client.
• Maintain data integrity and accuracy.

Innovation & Continuous Improvement

• Establish an environment that strives for continuous improvement by encouraging employee contributions.
• Maximize employee potential through training and development strategies, cross-team activities, and a coaching and mentoring approach.
• Provide constructive ideas for improvements in processes and procedures that deliver further efficiencies and service enhancement.
• Monitor absence and accident rates and undertake corrective actions as required.
• Monitor staff performance and nominate staff for the employee of the month award if they meet the criteria.
• Monitor that work schedules are being followed by the operations team.

Stakeholder Coordination

• Liaise with relevant internal stakeholders including finance, payroll, demand planning, recruitment, transport, accommodation, and HR services.

Qualifications & Experience

• 5 to 7 years of experience within a similar industry.
• Bachelor's University Degree within Finance or a related field.
• Financial Acumen (advantageous).
• IATA or IOSH qualification (advantageous).