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About the Role
The Operations Manager I is responsible for coaching and supervising a group of Team Leaders, ensuring Client Service Level Agreements and financial expectations are met. This role drives performance, ensures service excellence, and manages Team Leaders and Brand Ambassadors to deliver a high-quality client experience, requiring strong leadership and operational rigor.
Responsibilities
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
- Maximize revenue generation to reach long and short term financial projects.
- Select, train, develop, and manage performance of direct reports and their associates.
- Manage and review operational reports.
- Create and maximize relationships with client partners.
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards.
- Conduct regular one-on-ones with direct reports to review individual and team performance and offer developmental coaching.
- Create a positive work environment through employee engagement; resolve employee relations issues professionally and timely.
- Participate in cross-functional meetings to define action plans that resolve issues and drive continuous improvement.
- Implement best practices and over-deliver for clients, drive consistent performance, and evaluate staffing needs.
- Attend business reviews with the client.
- Handle a team of team leaders.
Requirements
- Experience in Luxury Customer Relations Centre.
- Background in customer service within premium environments (Retail, Hospitality, Luxury preferred).
- Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback.
- Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal.
- Work well under pressure and follow through on items to completion while maintaining professional demeanor.
- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
- Demonstrated ability to mentor, coach and provide direction to a team of employees.
- Willingness to work a flexible schedule.
- Experience in leading sales teams.
Skills
- Excellent communication skills, both written and verbal.
- Ability to effectively present information to internal and external associates.
Location
- ARE Dubai - Property# BCB2 515, Dubai CommerCity
Work Type
- Full time
Experience Level
- More than seven years of experience (with at least two years of Progressive Management Experience) preferred
- Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s).
- Accountable for the performance and results of a team within own discipline or function.
- Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
- Adapts departmental plans and priorities to resolve operational challenges.
- Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director.
- Provides technical guidance to employees, colleagues and/or customers.
- Has accountability for results in terms of costs, strategies and employees.
Education Level
- Associate's Degree in related field