Job Purpose The dnata Travel Group is home to a collection of award-winning travel businesses

Benefits & Conditions

• Salary & benefits

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

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

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

So if you’re looking for a challenging and rewarding opportunity، apply today and join our team

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.

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.

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

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.

So if you’re looking for a challenging and rewarding opportunity، apply today and join our team.