About the Role
We are currently recruiting for a Senior Manager to join our Integrated Control Centre team in Dubai. The Senior Manager, Integrated Control Centre (ICC) is responsible for the strategic and operational leadership of a centralized 24/7 control function that acts as the nerve centre for workforce deployment and operational coordination across the group.
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This role oversees the daily deployment of approximately 45,000 employees across 8,000 shifts, ensuring the accurate execution of workforce plans, real-time coordination, and seamless communication between business units, demand planning, and transport operations. The position leads two core functional pillars:
- Contact Centre Operations: A 24/7 function managing all deployment communications and tracking, ensuring data accuracy, visibility, and coordination across internal and external stakeholders.
- Ground Operations: Teams responsible for workforce mobilization, ensuring employees attend the correct shifts, board the correct transport, and arrange replacements as necessary.
The role carries end-to-end accountability for the ICC operating model, including people, budget, process, and technology, and is highly data- and technology-driven due to the scale, complexity, and transaction volumes involved.
Financial Responsibilities
- Own and manage the ICC operational budget, which includes:
- Approximately 20 HQ-based staff
- Approximately 150-250 site-based operational personnel
- Ensure cost-effective workforce deployment through optimized attendance, reduced absenteeism, and efficient replacement fulfillment.
- Drive operational efficiencies and cost control across contact centre and ground operations.
- Support overall business unit performance by maximizing workforce utilization and minimizing service disruption.
Customer Responsibilities
- Act as the central coordination hub between Business Units, Demand Planning, and Transport.
- Deliver high-quality service to internal stakeholders through accurate, timely, and transparent workforce deployment and communication.
- Provide real-time visibility, escalation management, and issue resolution across the organization.
- Lead a high-volume, 24/7 contact centre managing all inbound and outbound operational communications.
- Ensure accurate capture, validation, and dissemination of workforce data across stakeholders.
- Maintain real-time coordination of operational changes, disruptions, and requirements.
Process Responsibilities
- Own the end-to-end workforce deployment lifecycle, from planning validation through to execution on the ground.
- Establish, govern, and continuously improve ICC SOPs, controls, and operating frameworks.
- Oversee workforce mobilization across multiple sites daily.
- Ensure employees:
- Follow assigned rosters
- Board correct buses
- Arrive on time to assigned locations
- Ensure adherence to processes covering:
- Shift allocation and deployment
- Attendance tracking and compliance
- Transport boarding accuracy
- Replacement and backfill management
- Manage real-time replacement planning and execution to ensure uninterrupted service delivery.
Innovation Responsibilities
- Lead the digital transformation of the ICC, embedding a data-driven operating model.
- Identify and eliminate non-value-add activities, driving process standardization and optimization at scale.
- Implement and optimize technologies including:
- Workforce management systems
- Real-time attendance and tracking solutions
- Automated communication platforms
- Operational dashboards and analytics tools
- Leverage advanced analytics and predictive insights to anticipate absenteeism, demand fluctuations, and operational risks.
- Drive automation and continuous improvement to manage high transaction volumes efficiently and accurately.
- Design, practice, and deliver complex business continuity planning across a range of serious scenarios including flood, fire, war, and contagious outbreaks.
Selection Criteria
- Proven experience leading digital transformation and embedding a data-driven operating model.
- Strong ability to identify and eliminate non-value-add activities while driving process standardization and optimization at scale.
- Experience with implementing and optimizing workforce management systems, real-time attendance and tracking solutions, automated communication platforms, and operational dashboards.
- Strong analytical skills and experience leveraging predictive insights to manage absenteeism and operational risks effectively.
- Background in managing high transaction volumes with a focus on automation and continuous improvement.
- Experience in designing and delivering complex business continuity plans for various critical scenarios.
