Operations Manager-Command Center - Cash Services

Role Overview

Operations Manager - Command Center - Cash Services at Transguard Group, located at Headquarters in DAFZA, Dubai Airport Freezone.

Role Purpose

Oversee the performance of operational activities across a 24/7 Command Center, Call Centre, and Planning and Analysis Departments. Lead the team of 80 staff members while managing all aspects of operations and development, ensuring continuous improvement of service levels, processes, and infrastructure through analysis of operational data and delivery of enhanced solutions.

Key Responsibilities

Operations & Line Management

• Oversee the performance of operational activities of 24/7 Command Center, Call Centre, and Planning and Analysis Departments.
• Provide line management of Team Leaders and support the wider Command Center team of 80 staff members.
• Manage and lead the team, monitor productivity, and conduct performance reviews.
• Resolve customer complaints and deal with technical issues.

Financial & Cost Optimization

• Proactively identify potential areas for improvement and propose enhanced working methods to Senior Management.
• Identify opportunities for cost savings without compromising work quality.
• Analyse and optimize existing routes by studying defined routes minutely and aim to increase service per route using existing resources.
• Design and implement new routes where necessary within the budgetary allocation.
• Identify service gaps created in routes due to the dynamic nature of operations and make regular changes to keep every route efficient and economical.

Customer Service & Quality Assurance

• Continuously evaluate and improve procedures to optimize operations, boost productivity, and enhance customer satisfaction.
• Monitor, maintain and continuously improve call quality by analyzing live and recorded customer calls, identifying various aspects of the call including reason, content, duration, and feedback.
• Deliver exceptional customer service to stakeholders, both internal and external.
• Regularly attend meetings held between representatives of 3rd Party Vendors and Customer to discuss issues arising from the delivery and performance of the Services.

Process Management & Governance

• Effectively manage operational processes, including maintaining the process document library and ensuring associated governance.
• Identify unjustified idle times on routes using available systems and technologies and make recommendations for improvements.
• Identify wastage and gaps in processes and redefine processes where necessary to improve time efficiencies.
• Liaise with the Command Center, Call Centre and Planning & Analysis supervisors to ensure all parties are focused and have a clear understanding of the department's goals.
• Ensure Balance Score Card, Policies and 1-2-1 compliance.

Reporting & Analytics

• Analyze day-to-day "Planning and Analysis" operational data to identify wastage in key performance areas.
• Provide Trend Analysis Report, Route Monitoring Report, Statistics and Dashboards updates.

Staffing & Development

• Conduct staff interview, assessment, and recommendation for hiring.
• Prepare Induction and probation plan for new Joiners.
• Review the performance of individual staff members and thereby identify training needs.

Service & Vendor Management

• Schedule and attend regular Service review meetings with Vendors.
• Address technical issues, evaluate the effectiveness of systems and processes and promote continuous improvement.

Innovation & Process Improvement

• Identify and reduce manual processes by integrating automation tools to streamline tasks.
• Identify areas in a business process that can be streamlined to make processes and production more efficient by applying lean methods.
• Regularly review, design, and implement Employee-Centred Workplace Technology.
• Integrate Artificial Intelligence (AI) and Machine Learning (ML) in routine tasks to enhance efficiency and free up employees to focus on more complex, strategic work.

Qualifications & Experience

• 5 to 10 years in the same field, with Command Center and/or Call Center environment experience desirable.
• Minimum Graduate qualification.
• Management experience within a Command Center and/or Call Center environment desirable.

Skills & Competencies

• Advanced analytical and decision-making skills, finding trends and making recommendations based on the data available.
• Expert computer skills in MS Office – including Word, Excel, Outlook, and PowerPoint.
• Advanced knowledge of and skills in helpdesk applications.
• Customer focused and responsive approach.