Service Centre Manager – Operations

Job Title: Service Centre Manager – Operations

Location: United Arab Emirates
Job Type: Full-Time
Industry: Travel Services / Documentation Services / Customer Service Operations

About the Role

We are seeking an experienced Service Centre Manager – Operations to lead and oversee the full operational performance of our service centers across the UAE. The role requires strong leadership capability, operational excellence, and service-delivery expertise to ensure high-quality customer experience, compliance, and efficient daily operations.

The Service Centre Manager will supervise staff performance, manage resources, maintain compliance with organizational standards, and collaborate with internal and external stakeholders to ensure smooth operations.

Key Responsibilities

• Oversee daily operations, workflow, staff allocation, and service standards across the center.
• Ensure achievement of operational KPIs, service-level targets, and compliance benchmarks.
• Manage team performance, discipline, grooming standards, and adherence to SOPs.
• Drive productivity, accuracy, and efficiency improvements across all processes.
• Lead operational enhancements, new process rollouts, and continuous-improvement initiatives.
• Ensure full compliance with SOPs, audit requirements, and regulatory obligations.
• Maintain strong relationships with external stakeholders, vendors, and service partners.
• Forecast manpower needs and ensure adequate staffing during peak periods.
• Monitor and track centre metrics (productivity, TAT, accuracy, VAS conversions).
• Oversee training, skill development, and performance reviews for centre staff.
• Ensure physical security, data-security protocols, and safety standards are followed.
• Act as an escalation point for complex customer issues and ensure timely resolution.
• Manage budgets, expenses, and resources efficiently.
• Ensure timely reporting, documentation accuracy, and operational updates.
• Promote a culture of performance transparency, recognition, and continuous improvement.

Key Performance Indicators (KPIs)

• Achievement of productivity, efficiency, and service-delivery targets
• Customer satisfaction scores and complaint-reduction metrics
• Compliance with reporting, documentation, and TAT requirements
• Achievement of revenue enhancement / VAS targets (where applicable)
• Staff training completion, performance, and controlled attrition levels
• Strong internal/external stakeholder satisfaction
• Low operational errors and prompt incident resolution

Internal & External Interactions

External:

• Customers / Applicants
• Service partners and vendors
• Government-related stakeholders (as applicable)

Internal:

• Operations team & supervisors
• HR, Admin, Finance, IT, Compliance
• Regional Heads and cross-functional teams

Qualifications & Experience

• Education:
• Minimum: Bachelor’s Degree
• Preferred: Post-Graduate Degree
• Experience:
• 5–9 years in service-centre operations or customer-facing industries
• Experience in leading teams and managing operational performance
• Previous UAE service-centre leadership experience preferred
• Skills:
• Strong leadership and communication
• Proficiency in MS Office and reporting tools
• Strong process orientation and customer-service focus
• Ability to manage escalations and high-pressure operational periods
• Problem-solving and decision-making abilities

Additional Requirements

• Understanding of travel-services, documentation-services, or visa-processing operations is a plus .

Job Type: Full-time

Experience:

• managing service centre or customer-facing environment: 5 years (Required)
• managing KPIs such as TAT or customer satisfaction: 5 years (Required)
• ensuring compliance with SOPs and audits: 5 years (Required)

Language:

• Hindi (Required)