Ben Abey Thomas
Operations & Compliance Manager
Abu Dhabi,AZ
Summary
Operations and safety leader with extensive experience managing large teams, enforcing regulatory compliance, and delivering high-quality service in complex, high-traffic environments. Proven ability to lead 450+ staff, optimize budgets, coordinate stakeholders, implement safety frameworks, and maintain service excellence while handling customer complaints. Equipped with NEBOSH, MoC, First Aid, and UAE DoT customer-service certifications, bringing strong operational discipline, risk management, and community‑focused leadership aligned with regulatory standards.
Overview
4
4
Certifications
21
21
years of professional experience
Work History
ACTING DUTY MANAGER / TERMINAL SUPERVISOR
VELORA AVIATION
03.2022 - Current
- Manage daily terminal operations at Abu Dhabi International Airport, leading a team of approx. 300 staff across shift activities.
- Operate Terminal Control Center functions, coordinating airlines, government offices, and third-party suppliers to keep shifts aligned.
- Review supervisory team performance and provide timely guidance to address concerns and maintain service standards.
- Attend meetings with airlines, airport representatives, and government agencies to support coordination and issue resolution.
- Handle customer complaints with calm, clear communication and practical problem solving to support service recovery.
- Build courteous working relationships and collaborate with team members to meet target results and maintain service quality.
- Promote a safe working environment by applying regulatory standards, safety practices, policies, and guidelines.
DIRECTOR OF OPERATIONS
Travacations Tours & Travels
09.2021 - 02.2022
- Maintain 90% of operational targets while overseeing daily service delivery and business performance.
- Directed daily operations and finances for a travel services firm.
- Strengthened customer advocacy through informed client management and contract oversight.
- Analyzed sales turnover to identify growth opportunities through business and partnership development.
- Reviewed performance against company goals to support key financial targets and continuous improvement.
- Built productive stakeholder relationships and streamlined operations to improve target delivery.
DUTY OPERATIONS MANAGER
Etihad Airways
02.2015 - 12.2020
- Led a team of 450 staff delivering wheelchair assistance and porter service for premium guests.
- Planned the budget for approx. 500 staff, covering attrition, induction, training, equipment, maintenance, overtime, and welfare costs.
- Monitored PRM movements, guest service levels, manpower, equipment, and performance across daily Guest Service Unit operations.
- Captured all PRM movements in ERP to support accurate revenue recognition and reduce revenue leakage, delivering 70% leakage reduction.
- Adjusted operational models, rosters, and resource plans to control overspends and achieve 30% cost reduction.
- Maintained supplier relationships, led business reviews, and coordinated manpower and equipment supply across hub stakeholders.
- Reviewed trends, conducted time and motion studies, performed spot checks, and escalated guest complaints with recommended solutions.
DUTY OPERATIONS SUPERVISOR
Etihad Airways
12.2012 - 01.2015
- Managed monthly duty rosters for approx. 800 staff and adjusted schedules to match operational demand.
- Planned manpower for disruptions, audits, and high-load periods while tracking overtime, meal vouchers, and staff transport.
- Prepared weekly sickness and absence reports, and monitored Hub Resource Officer performance to support operational reporting.
- Supported leave planning while maintaining more than 90% of leave days utilization across staff.
- Prepared HUB familiarization plans for managers and officers, and coached new joiners on local procedures.
- Authorized duty swaps based on staff requests and operational coverage needs.
- Monitored hub performance, recommended improvements, and prepared performance improvement plans for staff needing support.
SENIOR GUEST SERVICES EXECUTIVE
Etihad Airways
03.2008 - 11.2012
- Managed guest service operations and resolved escalated passenger issues across a busy airport environment.
- Coordinated daily staffing plans, attendance, and resource deployment to support smooth terminal service delivery.
- Handled customer complaints promptly and followed through until service issues were closed.
- Supported operational planning for airport service activities, including coordination with internal teams and service partners.
- Supported emergency response planning and maintained readiness for operational disruptions.
PASSENGER SERVICE ASSISTANT
Abu Dhabi Airport Services
08.2005 - 02.2008
- Assisted passengers with check-in, boarding, and gate queries while maintaining a courteous service experience.
- Coordinated with airport staff to redirect passengers during schedule changes and operational disruptions.
- Monitored passenger movement and reported service issues promptly to support smooth terminal operations.
- Maintained accurate service records and passenger information in line with airport procedures.
Education
Master of Arts - TOURISM ADMINISTRATION, TRAVEL MANAGEMENT, ECONOMICS
Bangalore Univeristy
Bengaluru, Karnataka, India05-2003
IATA-UFTAA Level -1 Foundation Diploma - Air Travel, Ticketing, Customer Service, Cargo Operations
International Air Transport Association
Geneva, Switzerland09-2001
Bachelor of Arts - Tourism and Travel Management, Accounting, HR
Mahatma Gandhi University
Kerala, India05-2001
Skills
Manpower planning
Time & attendance
Complaint handling & customer retention
Budgeting & P&L management
Operational planning
Operations control center management
Disruption management
Stakeholder coordination
Regulatory compliance
Vendor contract management
Irregular operations management
Safety management systems
Risk assessment
Emergency response planning
Safety audits
Root cause analysis
Incident investigation
Operational safety
First aid
Service recovery
Complaint resolution
Service quality management
Performance management
Incident escalation
Process improvement
Operational reporting
Time and motion studies
Certification
Certified First Aid Responder
References
- Mr. Hafis Muhamad, Manager- Terminal Operations.
- Mr. Phiby Mathew - Terminal Duty Manager.
- Mr. K. George Mathew - Principal / CEO, GEMS United Indian School, Abu Dhabi.
- Mr. Dennis Felix - Associate Director, Aldar Education.
Projects
- Pilot project of WHILL Automated Wheelchairs at Terminal 3 of AbuDhabi International Airport, 2019.
- Project to stem revenue leakage in Airport Operations. Able to reduce revenue leakage by 70% and achieved reduction in Operational cost by 30%.
- ORAT of Wheelchair & Premium Porter Operations at Zayed International Airport.
- Procuring 200 wheelchairs each on 02 occasions including maintenance contract and warranty.
- Recruitment of approx. 1000 employees within 04 years.
- Implemented plan for change in Manpower Supplier with 450 staff including training and airport access requirements.
- Project of Home Tourism in the context of developing Village & Ethnic Tourism (2002-03)
- Ayurvedic Tourism in the context of Medical Tourism in Kerala, India (2001)
Timeline
ACTING DUTY MANAGER / TERMINAL SUPERVISOR
VELORA AVIATION
03.2022 - Current
DIRECTOR OF OPERATIONS
Travacations Tours & Travels
09.2021 - 02.2022
DUTY OPERATIONS MANAGER
Etihad Airways
02.2015 - 12.2020
DUTY OPERATIONS SUPERVISOR
Etihad Airways
12.2012 - 01.2015
SENIOR GUEST SERVICES EXECUTIVE
Etihad Airways
03.2008 - 11.2012
PASSENGER SERVICE ASSISTANT
Abu Dhabi Airport Services
08.2005 - 02.2008
Master of Arts - TOURISM ADMINISTRATION, TRAVEL MANAGEMENT, ECONOMICS
Bangalore Univeristy
IATA-UFTAA Level -1 Foundation Diploma - Air Travel, Ticketing, Customer Service, Cargo Operations
International Air Transport Association
Bachelor of Arts - Tourism and Travel Management, Accounting, HR
Mahatma Gandhi University