About the Job: The Business Solutions Manager position is designed to provide strategic oversight of Contact/Vendor operations, Workforce Management, Management Information Systems, Quality & Training, Knowledge Management, Business Improvement, and NPS outcomes. The Manager will work to ensure delivery through team leads and vendor partners, aligning initiatives with cost, quality, and customer experience targets.
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Key Responsibilities:
- Provide strategic direction and governance across business units, ensuring consistent standards and outcomes.
- Define and maintain the operating model for Support Function Management.
- Own planning, forecasting, and tracking of budgets to optimize cost-to-serve and ROI.
- Ensure financial controls and audit readiness across teams and vendor contracts.
- Lead capacity planning and scheduling to meet SLA and quality targets.
- Establish a robust analytics framework, including performance dashboards.
- Manage the Quality Assurance program and training strategy to drive performance.
- Oversee global vendor relationships, including performance management and change communications.
- Anticipate operational risks and ensure adherence to company policies.
- Lead and develop a team of Senior and Quality Officers; set objectives and monitor performance.
Education & Experience Requirements:
- Minimum 7 years in business solutions, business analysis, product/process improvement, or a similar field.
- Bachelor’s degree in a relevant field; experience in the airline/aviation or service industry is preferred.
- Strong problem-solving skills, ability to manage multiple initiatives, and deliver outcomes in cross-functional settings.
- Proficiency in requirements documentation, process mapping, and basic data analysis.
- Familiarity with customer journey mapping and Agile delivery is beneficial.
Work Conditions:
On-site, Full-time
Location:
Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
