General Manager dnata Travel, - Bengaluru

dnata Travel Group; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

dnata Travel Group in Bengaluru seeks a seasoned General Manager to lead end-to-end contact centre operations across multiple sites. You will drive strategic planning, ensure service quality, manage budgets, and deliver KPI targets while exploring revenue opportunities in a global travel services environment.

The role requires 10+ years in senior BPO or travel operations, strong leadership with large teams, and proven ability to scale operations, implement governance, and foster a safety-first

Qualifications

• Bachelor's degree or Honours.
• 10+ years’ experience in senior BPO, commercial management or operational roles in travel or related businesses.
• At least 5 years’+ site leadership experience, minimum 500 FTE.
• Prior experience within a global, multi-site contact centre environment.
• Experience leading a team, preferably in a large multi-national organisation.
• Strategic business planning and the ability to translate strategy into operational objectives.
• Strong understanding of financial management, budgeting, cost control, business performance measurement, and operational governance

Responsibilities

• Develop and execute business strategies aligned with organizational objectives to achieve operational excellence, service quality, productivity, cost efficiency, sustainable growth, and overall business performance.
• Oversee end-to-end contact centre operations, ensuring delivery of agreed customer service standards, achievement of performance targets, and continuous improvement in operational effectiveness.
• Build and maintain effective relationships with customers, suppliers, government authorities, industry partners, and shareholder representatives to support business objectives and enhance organizational reputation.
• Maintain compliance with corporate governance, regulatory, legal, and operational requirements while promoting ethical conduct, business integrity, and robust risk management practices.
• Lead business continuity and disruption management initiatives while driving innovation, process improvements, automation, emerging technology adoption, and customer experience enhancements.
• Foster a culture of accountability and excellence by setting clear objectives and KPIs, promoting collaboration, and enabling continuous learning and development across the organization.
• Partner with HR to strengthen workforce planning, succession planning, performance management, employee engagement, and reward and recognition programs to build organizational capability.
• Promote a people-centric and safety-first culture by role-modelling organizational values, supporting employee wellbeing, ensuring safety compliance, and maintaining a positive workplace environment.

Skills

Senior leadership

Operations management

Strategic planning

Financial management

Team leadership

Education

Bachelor's degree or Honours

Job description

Job Purpose

The dnata Travel Group is home to a collection of award-winning travel businesses. The dnata Travel Group holds a wealth of industry experience, built over 60+ years of operations and delivered by 20+ international travel brands.

Job Purpose

The dnata Travel Group is home to a collection of award-winning travel businesses. The dnata Travel Group holds a wealth of industry experience, built over 60+ years of operations and delivered by 20+ international travel brands. As General Manager, you will ensure overall management of the assigned operations centre, with a focus on high quality front and back-office services, compliance with local regulations, and provision of leadership to operational managers to ensure that all line of business KPIs are either met or exceeded. You will be responsible to lead the deployment of strategic products, solutions and services to internal Group and external corporate clients, positioning dnata as a best-in-class service provider and generating continuous revenue opportunities. This role is based full-time in our Bengaluru office.

In This Role, You Will

• Develop and execute business strategies aligned with organizational objectives to achieve operational excellence, service quality, productivity, cost efficiency, sustainable growth, and overall business performance.
• Oversee end-to-end contact centre operations, ensuring delivery of agreed customer service standards, achievement of performance targets, and continuous improvement in operational effectiveness.
• Build and maintain effective relationships with customers, suppliers, government authorities, industry partners, and shareholder representatives to support business objectives and enhance organizational reputation.
• Maintain compliance with corporate governance, regulatory, legal, and operational requirements while promoting ethical conduct, business integrity, and robust risk management practices.
• Lead business continuity and disruption management initiatives while driving innovation, process improvements, automation, emerging technology adoption, and customer experience enhancements.
• Foster a culture of accountability and excellence by setting clear objectives and KPIs, promoting collaboration, and enabling continuous learning and development across the organization.
• Partner with HR to strengthen workforce planning, succession planning, performance management, employee engagement, and reward and recognition programs to build organizational capability.
• Promote a people-centric and safety-first culture by role-modelling organizational values, supporting employee wellbeing, ensuring safety compliance, and maintaining a positive workplace environment.

Qualification

To be considered for the role, you must meet the below requirements:

• Bachelor's degree or Honours.
• Minimum 10+ years’ experience in senior BPO, commercial management or operational roles in travel or related businesses.
• Atleast 5 years’+ site leadership experience, minimum 500 FTE.
• Prior experience within a global, multi-site contact centre environment.
• Experience leading a team, preferably in a large multi-national organisation.
• Strategic business planning and the ability to translate strategy into operational objectives.
• Strong understanding of financial management, budgeting, cost control, business performance measurement, and operational governance

You'll Have An Edge If You Have

• Knowledge of Global contact centre industry, including customer service models, operating frameworks, industry trends, technologies, and performance metrics.
• Travel industry experience.

At dnata, part of Emirates Group, we’re committed to providing our employees with opportunities to grow and develop in their careers.

Salary & benefits