Manager - Academy Operations - UAE National

Ega; Dubai; On-site; AED 360,000 - 560,000; Full time

Benefits offered by this job

Job summary

Ega in the UAE seeks a Manager - Academy Operations to translate strategy into operational plans, oversee learning content production, deployment logistics, and ensure delivery against standards. This role partners with Design Studio and delivery operations to optimize processes and vendor performance.

You will lead cross-functional teams, manage the MSP, monitor KPIs, and drive continuous improvement in learner experience, quality, and cost efficiency.

Qualifications

• Bachelor’s degree required in business admin, education, learning technologies, or related field.
• 10–12 years of experience in learning operations, logistics or programme delivery; vendor management exposure.
• Proven ability to translate strategy into operational plans and drive execution.

Responsibilities

• Translate strategy into operational plans, procedures and service delivery mechanisms.
• Manage service agreement and daily operations of MSP for content production and deployment.
• Oversee Academy Operations schedule, resources, delivery and closure of learning programs.
• Lead vendor/partner management to meet standards, timelines and quality.
• Monitor compliance, risk, and continuous improvement of processes and tools.
• Collaborate with cross-functional teams (Curriculum, Innovation & Quality) to align delivery with content standards.
• Manage facilities, equipment, systems and instructor deployment budgets and resources.
• Prepare routine and ad hoc reports to inform leadership and improve visibility on performance.

Skills

Service Delivery

Customer Focus

Communication

Issue Resolution

Strategic Planning

Process Improvement

Continuous Improvement

Supplier Partnership

Team Leadership

Business Analysis

Education

Bachelor’s degree in Business Admin/Education/Learning Technologies

Job description

Manager - Academy Operations - UAE National

JOB PURPOSE:

To ensure seamless operational delivery of all EGA Academy learning experiences and services. This includes end-to-end responsibility for courseware creation and delivery logistics, vendor coordination, continuous improvement, and quality assurance. The role translates strategic direction into operational procedures and ensures alignment between the Design Studio and delivery operations through effective systems, cross-functional collaboration, and contract partner management. Holds the Academy to account for following procedures and continuously improving our ways of working through data.

KEY ACCOUNTABILITIES:

Operational Planning & Delivery

Translate Academy strategy into clear operational plans, procedures, and service delivery mechanisms.

Manage the service agreement and daily operations of our Managed Service Provider to:

o Ensure that the Design Studio efficiently produces high-quality learning content and deployment plans aligned to organisational priorities and standards.

o Ensure the Academy Operations team schedule, resource, deliver and close out learning programmes effectively.

o Ensure that learner support runs smoothly. Maintain a high standard of service delivery while addressing operational challenges with efficiency, consistency, and a learner-first approach.

Vendor and Partner Management

Act as primary liaison for the managed services partner and internal delivery teams, ensuring they deliver against defined standards, timelines, and contractual obligations.

Lead oversight of third-party vendors, ensuring contracted services meet business needs, regulatory requirements, and defined quality standards. Optimise vendor relationships to enhance service outcomes and cost-effectiveness.

Enhance customer satisfaction by identifying and resolving service issues, ensuring that processes are adapted to meet customer needs. Focus on delivering high-quality service and maintaining positive customer relationships through proactive communication and problem-solving.

Monitor compliance and audit Academy activities to ensure consistency, quality, and risk mitigation.

Identify and co-create improvements to systems, tools, and delivery processes, with a focus on user experience and operational excellence.

Stakeholder Collaboration & Cross-functional Working

Facilitate cross-functional working groups to implement operational improvements and mobilise new initiatives.

Collaborate with the Head of Curriculum, Innovation & Quality to ensure that operational delivery aligns with content standards and instructional integrity.

Gather and prioritise business needs for facilities, equipment, systems, and instructor deployment.

Budget & Resource Management

Oversee the overall Academy Operations budget, ensuring strategic management of departmental budgets to foster cost-effectiveness and alignment with operational efficiencies. This involves careful planning, monitoring, and adjustment of budget allocations to meet organisational goals.

Direct and validate budget inputs prepared by the Officer – Academy Operations.

Ensure financial controls and reporting are embedded within operational processes.

Governance & Reporting

Monitor KPIs and operational data to inform decision-making.

Track programme delivery performance, learner satisfaction, and service efficiency in collaboration with Lead – Quality & Insights.

Prepare routine and ad hoc reports to inform leadership and improve visibility on Academy performance.

AUTHORITY/ DECISION MAKING:

Thinking within clearly defined policies and specific objectives;

Able to make decisions within the boundary of EGA DoA.

Actions which will impact other functional or operating areas usually require approval before they may be implemented. Work is subject to broad practices and procedures; general direction of output is managed.

QUALIFICATIONS & SKILLS:

Minimum Qualifications:

Bachelor’s degree in business administration, Education, Learning Technologies, or a related field.

A minimum of 10–12 years of relevant experience in learning operations, logistics, or programme delivery, with some exposure to vendor management and service optimisation.

Skills:

Service Delivery Excellence

Customer Focus

Effective Communication

Issue Identification and Resolution

Strategic Planning

Process Optimisation and Continuous Improvement - Expert

Strategic Supplier Partnership

Leading Team Performance

Lead Strategic Business Analysis and Solutions