Operations Manager / Executive

We are looking for an Operations Manager / Executive to join one of our Facilities Management divisions . The Operations Manager / Executive will be responsible for overseeing multi-site soft services operations while serving as a strategic client partner . The primary objective of this role is to ensure service excellence , full contract compliance (SLA/KPIs) , and sustainable business growth in line with Dubai market standards and local regulations .

🔹 Key Responsibilities

1. Operational Excellence & Service Delivery

• Contract Management: Oversee end-to-end soft services operations for a diverse portfolio of contracts across Dubai.
• Compliance: Ensure all services are delivered in strict accordance with SLAs, KPIs, and contractual obligations.
• Resource Optimization: Manage manpower deployment, monitor productivity, and evaluate site performance to ensure efficiency.
• Regulatory Adherence: Maintain full compliance with QHSE standards, Dubai Municipality, SIRA, and MoHRE regulations.
• Quality Control: Conduct regular site audits, technical inspections, and performance reviews to maintain high service standards.

2. Client Relationship & Strategic Account Management

• Partnership Building: Develop and maintain long-term, high-value relationships with key client stakeholders.
• Escalation Management: Act as the primary point of contact for client inquiries, proactively resolving escalations and operational issues.
• Business Reviews: Lead Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) to present performance data and continuous improvement plans.
• Advocacy: Act as the "voice of the client" internally to ensure all operational teams align with client expectations.

3. Strategic Growth & Commercial Acumen

• Account Planning: Develop and execute strategic account plans to meet both client and company objectives.
• Revenue Generation: Identify and drive upselling and cross-selling opportunities (additional services, specialized cleaning, etc.) within existing contracts.
• Market Expansion: Proactively identify opportunities to increase market share and support the sales team in contract renewals and expansions.
• Commercial Coordination: Collaborate with Sales, HR, Finance, and Procurement to ensure seamless mobilization and profitable service delivery.

4. Performance Analytics & Reporting

• Data-Driven Insights: Track and analyze KPIs, operational data, and client feedback trends.
• Management Reporting: Prepare comprehensive operational reports for senior management, highlighting risks, achievements, and financial performance.
• Continuous Improvement: Initiate and drive operational "best practice" projects based on performance trends and market dynamics.

🔹 Requirements & Qualifications

• Experience: 5–8+ years of proven experience in Soft Services Operations within the UAE.
• Technical Expertise: Deep exposure to Pest Control, Security Services (SIRA), and Specialized Cleaning/FM .
• Regulatory Knowledge: Thorough understanding of Dubai authority requirements and labor laws.
• Leadership: Strong ability to lead large, diverse teams and manage high-level stakeholders.
• Skills: Advanced negotiation, analytical, and communication skills.
• Mandatory: Valid UAE Driving License .