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Work Background
dnata Travel GroupVP of Global Operations - Ground & Destination Management
Nov. 2022Dubai, United Arab Emirates* Grew global central accommodation operations and services to support wider group portfolio including destination management.
* Develop the vision for growth, innovation and operational excellence in the travel industry.
* Lead a global team of 380+ employees across 6 locations and 9 different functions, fostering a high-performance, collaborative culture.
* Manage a cost base of $19.6m and oversee annual sales of $870m USD, ensuring financial efficiency, alignment with strategic goals, and sustainable business growth and profitability.
* Spearhead transformation and change management efforts, with over $16m in investment approved to drive digital transformation.
* Champion customer-centric strategies to deliver high-quality service,and over 85% improvement in service delivery.
* Achieved a 35% reduction in operational cost by automating key processes using AI technologies.
dnata Travel GroupDirector of Operations & Transformation
Apr. 2018 - Nov. 2022Dubai, United Arab Emirates* Led and grew global multi-functional team for central group accommodation services for travel organisation.
* Drove 500% booking growth from 100k to 500k bookings in three years.
* Increased sales growth by 12% annually through expanded service offerings and targeted product strategies.
* Drove transformation and change management efforts, resulting in at least 5% improvement in operational costs annually.
* Increased customer satisfaction by 25% by implementing a new feedback loop system.
DNATA TRAVEL GROUPHead of PMO and Business Development Manager
Dec. 2015 - Mar. 2018Dubai, United Arab Emirates* Built and led group project management office (PMO) and governance, managing large scale complex transformations.
* Led the strategic oversight and execution of group portfolio of projects, with over 100 initiatives valued at over $50 m.
* Launched new accommodation wholesale product to international markets, generating additional $1m in annul margin.
* Centralised accommodation procurement, distribution and related technology, support, and services saving $6.8m.
* Supported majority share acquisition of destination management company in 11 countries, delivering to international growth vision.
* Increased overall project delivery success by 25% through enhanced PMO practices.
* Boosted project efficiencies, resulting in 15% cost savings across multiple business units.
Gold Medal Travel GroupSenior Programme Manager
Oct. 2014 - Dec. 2015Preston, United Kingdom* Built and led group project management office (PMO) and governance, managing large scale complex transformations.
* Achieved successful outcomes across 15 initiatives valued at $15 m.
* Led existing business ownership separation and global sale of business to international company worth $56 m
Thomas CookSenior Programme and Internal Communications Manager
Oct. 2012 - Oct. 2014led the successful planning and execution of complex programs, ensuring alignment with strategic objectives. I also developed internal communication strategies to keep employees informed and engaged, aligning them with organisational goals.
Thomas CookResource & Planning Manager
Nov. 2010 - Oct. 2012Preston, England, United KingdomLed workforce planning and resource optimisation within a travel contact centre. Proven ability to drive efficiency, meet service targets, and align operations with business goals through strategic planning and data-driven decisions.
Gold Medal Travel GroupProject Manager
Jan. 2010 - Oct. 2010
Gold Medal TravelResource & Planning Analyst
Apr. 2006 - Jan. 2010
Gold Medal TravelSales Consultant
Aug. 2004 - Apr. 2006
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