Account Manager

About the Role
The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position ensures that Client Service Level Agreements and financial expectations are achieved. The role focuses on driving performance, ensuring service excellence, and managing Team Leaders and Brand Ambassadors to deliver a seamless, high-quality client experience. Strong leadership, operational rigor, and the ability to uphold service standards are essential for success in this position.

Essential Functions/Core 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 (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.).
• Select, train, develop, and manage performance of direct reports and their associates; plan and assign work for staff in accordance with the organization’s policies and applicable legal requirements.
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports).
• Create and maximize relationships with client partners.
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement corrective actions needed to meet operational performance.
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team, and offer ongoing developmental coaching.
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.
• Participate in cross-functional meetings to review information from operational support functions (Training, HR, Quality, WFM, TA) and partner to define action plans that resolve issues and drive continuous improvement.
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs in collaboration with BD and Clients, and make adjustments to meet changing requirements.
• Attend business reviews with the client.
• Handle a team of team leaders.

Candidate Profile

• Experience in Luxury Customer Relations Centre.
• Associate's Degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred.
• Background in customer service within premium environments (Retail, Hospitality, Luxury preferred).
• Demonstrated ability to coach and develop action plans, maximizing performance and providing effective feedback.
• Ability to analyze and improve work processes; establish a course of action for oneself and others to accomplish specific goals.
• Ability to work well under pressure and follow through on items to completion while maintaining professional demeanor.
• Excellent communication skills, both written and verbal; ability to effectively present information to internal and external associates.
• 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.

Career Framework Role
Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations teams. Is accountable for the performance and results of a team within one’s 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.

Location
ARE Dubai - Property# BCB2 515, Dubai CommerCity

Language Requirements

Time Type
Full time until 2026-12-15