Senior Manager - Integrated Control Centre

About the role

Transguard Group is recruiting a Senior Manager to join its Integrated Control Centre (ICC) team in Dubai. The ICC is a centralised 24/7 control function that acts as the nerve centre for workforce deployment and operational coordination across the group, overseeing the daily deployment of around 45,000 employees across 8,000 shifts.

Key responsibilities

• Lead Contact Centre Operations: a 24/7 function managing deployment communications and tracking, ensuring data accuracy and coordination across internal and external stakeholders.
• Lead Ground Operations: teams that mobilise workforce so employees attend the right shifts, board the right transport and replacements are arranged.
• Own the ICC budget, including about 20 HQ staff and 150-250 site-based personnel, and drive cost control and workforce utilisation.
• Act as the coordination hub between Business Units, Demand Planning and Transport, providing real-time visibility, escalation management and issue resolution.
• Own the end-to-end workforce deployment lifecycle, from planning validation to execution, and establish, govern and improve ICC SOPs and controls.
• Manage real-time replacement planning and execution, and oversee workforce mobilisation across multiple sites daily.
• Lead the digital transformation of the ICC, implementing workforce management systems, real-time attendance and tracking, automated communication platforms and analytics dashboards, and use predictive insights to anticipate absenteeism and demand fluctuations.
• Design, practice and deliver complex business continuity plans for scenarios such as flood, fire, war and contagious outbreak.