Senior Manager – Operations Support & Excellence

Emirates Flight Catering; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading catering company in Dubai seeks an Operations Support & Excellence Manager to lead teams in optimizing operational effectiveness. The ideal candidate has over 8 years of experience in operational activities, particularly in logistics or catering, and is proficient in Six Sigma methodologies. This role emphasizes service delivery, performance analysis, and resource management, ensuring compliance with QHSE standards.

Qualifications

• At least 8 years of experience leading large-scale operational activities.
• Experience in logistics, catering, or airside environments.
• Experience in leading operational efficiency initiatives.

Responsibilities

• Lead OPS Support & Excellence functions to achieve operational excellence.
• Collaborate with teams to optimize processes and drive service delivery.
• Manage manpower requirements and resource planning.
• Build relationships with internal and external stakeholders.
• Promote a safe working environment in compliance with QHSE standards.

Skills

Effective communication across organizational levels

Concise and influential written communication skills

Strong problem-solving skills

Ability to build credible and respectful relationships

Creative challenge of current practices

Ability to analyze data for strategy development

Education

Bachelor’s degree or equivalent

Lean Six Sigma certification (desirable)

Job description

Job Purpose

Lead teams and resources to support all operational streams in delivering services aligned with SLAs, ensuring optimal performance and adoption of best practices.

Plan and manage Operations Support & Excellence functions, including documentation standards (SOP, SLA), training, performance analysis, employee administration, CAPEX/OPEX optimization, technology enhancements, operational reporting and analytics (KPIs), billing, invoicing, customer communication, and ERP transactions. Focus on enhancing effectiveness, efficiency, and ensuring optimal service delivery.

Key Result Areas

1. Lead OPS Support & Excellence functions in deploying and monitoring the operational strategy; prepare annual and seasonal CAPEX/OPEX and manpower requirements with relevant justifications.
2. Collaborate with cross-functional areas (FPO and ASO) to review standards and procedures, ensuring lean processes through cost and resource optimization. Lead the design and deployment of new KPIs, KRAs, processes, technologies, and projects to optimize costs and promote efficient operations.
3. Drive service delivery objectives to achieve operational excellence by developing dashboards and analytics for monitoring KPIs, enabling data-driven decisions. Provide regular updates to management for optimal service delivery.
4. Manage manpower requirements and resource planning to ensure coverage, workflow continuity, and timely delivery. Collaborate with department heads on resource planning, including rosters, attendance, and leave management.
5. Lead, guide, and coach the OPS Support & Excellence team through clear objectives and talent management. Work with HR on skills development and succession planning. Review training needs for ASO & FPO departments.
6. Regularly review Business Continuity Management Systems (BCMS) to ensure relevance and preparedness for crises, maintaining critical functions and daily operations.
7. Build positive relationships with internal and external stakeholders to meet and exceed SLAs.
8. Manage customer communication processes related to orders, information distribution, ERP transactions, billing, and invoicing for EK, FZ, OAL, & VIP clients.
9. Promote and monitor a safe working environment in compliance with QHSE standards and regulations.

Qualifications

• Bachelor’s degree or equivalent
• Lean Six Sigma certification (desirable)

Experience & Knowledge

• At least 8 years of experience leading large-scale operational activities, preferably in logistics, catering, or airside environments.
• Experience in leading operational efficiency initiatives and service improvement projects.

Skills

• Effective communication across organizational levels.
• Concise and influential written communication skills.
• Achievement-oriented with strong problem-solving skills.
• Ability to build credible and respectful relationships across networks.
• Creative and effective challenge of current practices and thinking.
• Proven ability to analyze quantitative and qualitative data to develop strategies, policies, and solutions.