The role of the General Manager, dnata Bengaluru is to ensure overall management of the assigned shared service 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. They are also 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.

• Strategy: To develop, implement and manage strategic and operational objectives for the Company operations in line with the overall business strategy; to deliver appropriate service to Company’s customers and drive improvements in overall service levels, transactional efficiencies and cost management
• Stakeholder & Customer Management: To develop strategic relationships with existing and prospective customers and suppliers; to keep abreast of all industry trends and be able to articulate these clearly on the market. To manage relationships between external stakeholders including, but not limited to, Government representatives, vendors, service providers; to ens8ure the appropriate representation on behalf of the Company’s shareholder.
• Business Performance: Represent dnata both internally and externally, including as Chair of the assigned Contact Centre Board, coordinating with respective teams and reporting back to VP GSSC as and when required. Champion a culture of open communication, clear direction, accountability, collaboration, and performance management to deliver against the dnata vision, mission, and values. Define SMART performance objectives for direct reports in line with the contact centre strategy and ensure these are cascaded to employees at all levels, along with clear and measurable KPIs. Promote a high-performance culture, including tailored development planning and proactive self-learning for continuous growth. Collaborate with other global service centres in order to share best practices and to ensure a consistent approach to servicing customers.
• Governance & Compliance: Ensure all business activities are carried out in accordance with the dCGM, the Board of Directors approvals and all other applicable local & international laws, regulations, standards & rules. Acts in the best interest of the company at all times, ensuring all business decisions are made based on authority level limits and after the appropriate level of due diligence and risk analysis has been carried out. Adhere to dnata and Emirates Group governance standards and ensure appropriate governance and compliance across all contact centre operations and functions, including 100% compliance with all regulatory authorities
• Business Growth & Product/Service Offering: Define multiple call routing strategies and build the business principles and processes to manage the routing plans.
• Problem Solving: as required to meet budget. Develop and implement an operating plan to handle mid to major disruptions. The plan should be actionable immediately, remotely, and systematically, with all relevant stakeholders having had communication on the plan, and a clear understanding of their role and responsibilities within it
• Industry Best Practice: Keep abreast of industry technologies, processes, and related developments, including to improve the customer experience, drive automation and efficiencies and make appropriate recommendations in anticipation of industry developments.

Focus on People

• VMV: Drives the dnata Vision, Mission and Values in the business and models the behaviors and intent of the VMV’s in all people leadership practices.
• Managing Performance: Sets clear and measurable objectives for direct reports at a function or department level on an annual basis in line dnata framework and process. Drives performance accountability and enables the team to achieve through appropriate support and resourcing.
• Reward & Recognition: Partners with HR to set effective reward and recognition initiatives, that drive a high performance culture (in line with dCGM limits)
• Talent Management: Partners with HR to ensure effective Talent Management and Succession Planning are in place to mitigate the risks of skills gaps.
• Safety: Leads with safety as a priority, ensuring all decisions are made with safety in mind. Role models safety behaviors and holds direct reports accountable for fulfilling their roles in line with dnata’s safety rules and best practice
• Behavior: acts as a role model for the leadership team and wider organization in all people and customer interactions.

To be considered for this role, you must meet the below requirements:

• Degree or Honours (12+3 or equivalent) in a business or commerce related discipline preferred.
• 10+ years’ experience in senior BPO, commercial management or operational roles in travel or related businesses.
• 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 organization.
• Travel industry experience desirable.

You’ll Have An Edge If You

• Demonstrated ability to strategically plan and translate plans into operational objectives.
• Knowledge of the global contact centre industry, including related technologies and performance measures.
• Ability to interface and negotiate with senior executives internal and external to the company.
• Strong financial and operational acumen is essential.
• Strong leadership and stakeholder management skills essential.