Job description

Job Purpose

At Emirates, our retail and contact centres operate globally! Our international teams play a crucial role in representing our brand, and providing our customers with up to date information regarding our range of products and services. Working with our team means that you serve as a primary means of communication and are often a first point of contact for our valued customers!

The Business Systems Manager will manage the business operations process design, impact and implementation for all IT systems pertinent to the department/assigned work stream, working closely with Emirates IT. Serve as senior subject matter expert for assigned functional domain. Manage the IT investment of the department from a business perspective to maximise performance efficiency, return on investment, process analysis and automation translating into tangible productivity increases, cost savings, information system enhancements, user training, business help desk support and active promotion of the departmental systems/PSS among the user community, in synch with the business growth, distribution and operational strategy. Pro-actively participate in achieving the IT and business strategic objectives of the department, by sourcing, validating and providing required information to develop system enhancement proposals and manage business testing, implementation, user requirements and operation thereafter. In all this the job holder has to closely work with Emirates/IT, and external vendors.

In this role, you will:

• Pro-actively lead/seek, validate, document and manage the analysis and requirements of the current and future business technology/functional needs. Interact with business and support unit managers and users across the company, trade and supplier partners, customers and information users to ensure that functionality is maximised and enhancements consistent with business and user requirements and the department’s future direction and strategy. Manage the user requirements, user testing and business rollout of new features.
• Pro-actively monitor systems/functional performance to meet commercial demands Effectively identify, communicate, coordinate and drive solutions to any system instabilities, with the relevant managers/staff/vendors, within pre-agreed SLA’s and keep all relevant business managers and operationally dependant areas updated on a real time basis.
• Organise and manage user testing schedules in a timely manner to ensure that delivered modules, patches or enhancements are tested in a qualitative manner, for implementation across the user community. Organise, coordinate and involve a broad spectrum of users (including outstations) to ensure that testing is thorough and all bugs detected and addressed, prior to roll-out and within business timeframes.
• Manage the development and effective implementation of system usage procedures and ensure that user manuals and on-line help are published and available to all users, so that systems are used uniformly and efficient. Document and ensure all interfaces are tested, implemented and monitored to ensure systems are fully functional. Work closely with Training Manager to provide input on required training materials and e-learning.
• Manage and provide systems help desk, which provides effective user assistance, diagnosis, reporting, escalation, solutions and closure of user problems and incidents. Ensure all systems and process related issues or enhancement requests are investigated, validated, recorded, tracked and managed effectively.
• Participate/Lead, document/review, analyse and evaluate business requirement documents to ensure that they accurately reflect all business needs, pro-actively interact with user process owners and connected user departments or work areas, to review the same and co-ordinate with IT to address deviations. Also responsible to review and validate all user IT requirements documents for the department within business timelines. Scope creep must be managed and addressed to ensure project, bug fixes, patches or enhancement deliverables are not compromised.
• Organise resources to address system operational issues and provide constant support and assistance for all users of the systems, internally and externally. Pro-actively propose, obtain approval and manage enhancements to the systems to meet evolving business processes and strategic distribution requirements.
• Organise and conduct user forums and act as a medium to obtain, evaluate, validate and submit modification proposals, with cost/revenue and efficiency benefits.

SPECIFIC JOB ACCOUNTABILITIES:
Emirates Reservation System (ResConnect)

• Analyse the products, competitors and industry changes to determine the most appropriate product feature sets. Recommend and co-ordinate where necessary competitive analysis, customer needs analysis and market research.
• Be directly involved in the product design throughout the project lifecycle through to deployment and ongoing management. Lead the document development requirements with user flows and storyboards. Review and provide feedback for user acceptance.
• Envisage, adapt and evolve the business processes for alignment and ensure impacted interface systems are aligned and tested.

In order to be successful in this role, you must meet the below requirements:

• 8+ years in Commercial/Sales of experience relevant to the role.
• Degree or Honours (12+3 or equivalent).
• Experience of Airline reservation systems
• Airline operations knowledge
• Online retail knowledge (Airline Domain)
• Retail stores knowledge (Airline Domain)
• Loyalty platform experience (Airline Domain)
• Knowledge of Payment gateways including PCI compliance (desirable)
• Experience with Modern Airline Retailing implementation (desirable)

At Emirates, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're looking for a challenging and rewarding opportunity, apply today and join our team!

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers