Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Managerial Responsibilities
- Defines performance goals at the start of the year in discussion with director accommodation - CoE and ensures that the goals are achieved during the course of the year.
- Provides inputs for the development of strategy of the Data Loading/Content Department in line with the CoE Division strategy, and supports in cascading the same to the department’s annual operating plan.
- Drives the team results through effective planning, resource allocation, work allocation, monitoring and decision-making in order to achieve the Department-level KPIs.
Core Responsibilities
Data Loading and Content Operations Management
- Oversees the end-to-end operations of loading content and contracts on the ATG systems in an efficient and effective manner.
- Establishes standards of performance for the operation and manages teams to achieve the requisite performance standards.
- Implements adequate workflow systems, monitoring mechanisms, and control mechanisms.
Workforce Management
- Oversees the development of workforce plans in line with projected work load to enhance utilization of resources.
- Ensures effective and efficient utilization of resources in order to deliver on the day-to-day operations for the Data Loading Department.
Employee Performance Enhancement
- Identifies improvement initiatives and tools required for the Data Loading Department employees in order to increase employee productivity and enhance operational quality.
- Ensures that any new capability requirements are identified and new business solutions are built to enhance the operational efficiencies.
Quality & Process Improvement
- Devises process improvements to optimize the use of automated solutions in order to conserve agent capacity and deliver faster service.
- Liaises with the Information Technology CFU, to provide inputs on technology requirements and data loading issues.
- Oversees the implementation the quality initiatives for the Data Loading Division and ensures that the quality control measure are adhered to.
- Ensure quality of content meet online market performance criteria
Coordination & Communication
- Ensures timely and relevant communication of process and organizational updates to agents through structured formal and informal communication channels.
- Ensure the communication with key stake holders internally for optimization projects (product development technical team)
People Management Responsibilities
§ Defines goals and key performance indicators for each member of the team and ensure effective implementation of the ATG performance management process.
- Manages the team members by evaluating their performance, providing feedback on an on-going basis, identifying development needs and coaching them to ensure capability development.
Performs other responsibilities and tasks as directed by the director of accommodation - CoE in order to meet sector objectives.
Job Requirements
Qualifications
- § Bachelor’s degree in Marketing Management, Business Administration or equivalent
- § Master’s degree in Marketing Management / Business Administration is preferred
- Professional Certifications Preferred
- Years of Experience
- A minimum of 8 years of relevant experience
- Nature of Experience
- § Prior experience in managing a large data loading center
- Job Specific Skills
- Strong knowledge and understanding of data loading processes
- Strong understanding of the tourism / hospitality landscape in the region, contracts structure as well as online distribution content requirements
- Sound knowledge of all ATG internal operational and business processes
- Excellent planning skills
- Strong focus on delivering quality services
- Strong ability to resolve issues
- Business Language Skills
- Fluent written and spoken English essential
- Fluent written and spoken Arabic essential
KEY INTERACTIONS
- Required Level of Interaction
- Influence – Adapts style and uses persuasion in delivering messages. Issues may be complex or audience perspectives may be divergent or information may be non-routine in nature.
- Key Internal Interaction
- Nature of Interaction
- Airline / Accommodation / Packages & Other Divisions
- For preparing product enhancement requirements with the Product teams to bring in new features to CMS
- IT CFU
- For coordinating with IT for data loading issues
- For coordinating on automation processes
- Training Team
- For coordinating for any training and development needs of the call center agents
