Assistant Manager-Transport Control Center

Role Overview

Assistant Manager – Transport Control Center at Transguard Group, located at the Headquarters in DAFZA, Dubai Airport Freezone.

Role Purpose

Oversee daily transport control center operations to ensure on-time, efficient and compliant service delivery across all business units. Drive coordination between planning, fleet and depot teams while maintaining real-time visibility over all trips, requests and exceptions. Leverage data and technology to ensure performance excellence, support performance improvements and uphold operational and service standards.

Key Responsibilities

Operations Management

• Lead day-to-day operations of the transport control center ensuring uninterrupted service delivery across all business units.
• Monitor and manage live fleet movements, driver dispatch, trip execution and route compliance via Paragon, Geotab and Flexipod systems.
• Maintain visibility over the full request lifecycle from receipt and validation to execution closure with timely communication to stakeholders.

Request Processing & Coordination

• Track, review and confirm all transport requests (scheduled and adhoc) received from business units.
• Ensure all requests are efficiently processed, coordinated with planning and fleet teams and executed within agreed SLAs.
• Coordinate closely with planning, fleet and depot teams to maintain operational continuity.

Escalation & Issue Management

• Serve as the primary escalation point for operational issues ensuring rapid response, mitigation and communication to stakeholders.
• Escalate anomalies or discrepancies in reported data and maintain a transparent audit trail.

Reporting & Analytics

• Support data-driven decision making by providing timely operational reports and insights to senior management.
• Ensure shift logs, delay dashboards and incident trackers are accurately updated and closed within SLAs.

Customer & Stakeholder Management

• Work closely with business units and operations teams to deliver the highest possible level of service.
• Maintain a customer-first culture, ensuring service excellence and transparency in communication at all times.

Process & Innovation

• Enforce standardized control center processes for trip monitoring, escalation handling, delay classification and reporting.
• Champion process automation and digitization initiatives.
• Recommend enhancements to systems, dashboards and workflows to reduce dependency and improve efficiency.

Qualifications & Experience

• Bachelor's degree in business administration or related field (preferred).
• 3+ years of experience in service delivery, customer service or operations support.

Skills & Competencies

• Strong understanding of CRM tools.
• Proficiency in Microsoft Office.
• Excellent organizational and communication skills.
• Ability to work independently and as part of a team.