Assistant Manager-Transport Control Center

We are currently recruiting for an Assistant Manager - Transport Control Center to join our Transport Control Center team in our Headquarters, located in DAFZA, Dubai Airport Freezone.

Scope: This role is responsible for overseeing daily transport control center operations, ensuring on-time, efficient and compliant service delivery across all business units. The role drives coordination between planning, fleet and depot teams while maintaining real time visibility over all trips, requests and exceptions. By leveraging data and technology, the Assistant manager ensures performance excellence, supports performance improvements and upholds TG’s operational and service standards.

Responsibilities:

• Lead day to day operations of the transport control center ensuring uninterrupted service delivery across all business units.
• Monitor and manage live fleet movements, driver dispatch, trip execution and route compliance via Paragon, Geotab and Flexipod systems.
• Track review and confirm all transport requests (Scheduled and Adhoc) received from business units.
• Ensure all requests are efficiently processed. Coordinated with the planning and fleet teams and executed within agreed SLA’S.
• Maintain visibility over the full request life cycle-from receipt and validation to execution closure-with timely communication to stakeholders.
• Serve as the primary escalation point for operational issues-Ensuring rapid response, mitigation and communication to stake holders.
• Support data driven decision making by providing timely operational reports and insights to senior management.

Customer:

• Work closely with our business Units and operations teams to deliver the highest possible level of service to our business units/Customers.
• Maintain a customer first culture, ensuring service excellence and transparency in communication at all times.

Process:

• Enforce standardized control center processes for trip monitoring, escalation handling, delay classification and reporting.
• Coordinate closely with planning, fleet and depot teams Maintain a customer first culture, ensuring service excellence and transparency in communication at all times.
• Escalate anomalies or discrepancies in reported data and maintain a transparent audit trail.
• Ensure shift log, delay dashboards and incident trackers are accurately updated and closed within SLA’S.

Innovation:

• Champion process automation and digitization initiatives
• Recommend enhancements to systems dashboards and workflows to reduce dependency and improve

Selection Criteria:

• Bachelor’s degree in business administration, or related field (preferred).
• 3+ years of experience in service delivery, customer service or operations support.
• Strong understanding of CRM tools
• Excellent organizational and communication skills.
• Proficiency in Microsoft Office.
• Ability to work independently and as part of a team.