Operations Manager – Command Center (Cash Services)

About the role

We are seeking an Operations Manager for our Command Center within the Cash Services division. Based at our headquarters in DAFZA, Dubai Airport Freezone, you will lead a 24/7 operation that includes a Command Center, Call Centre, and Planning & Analysis teams.

Key responsibilities

• Oversee daily performance of the Command Center, Call Centre and Planning & Analysis departments, managing a team of 80 staff.
• Lead Team Leaders, conduct performance reviews, and ensure high productivity and service quality.
• Analyse operational data to identify inefficiencies, propose corrective actions and drive continuous improvement.
• Optimize routes, design new routes within budget, and monitor service gaps to enhance cost efficiency.
• Maintain and improve call quality by reviewing live and recorded customer interactions.
• Prepare and update trend analysis reports, route monitoring reports, statistics and dashboards.
• Coordinate with 3rd‑party vendors and customers to resolve service delivery issues.

Required profile

• Proven experience managing large, multi‑shift operational teams.
• Strong analytical mindset with ability to translate data into actionable improvements.
• Excellent stakeholder management skills, capable of liaising with internal supervisors and external partners.
• Demonstrated ability to identify cost‑saving opportunities without compromising quality.

Required skills

• Experience with operational performance monitoring and reporting.
• Knowledge of route planning and logistics optimisation.
• Familiarity with call centre quality assessment processes.