OMAR ARAB
Operations Manager
DUBAI
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
20
20
years of professional experience
2
2
Languages
Work History
Manager Operations & Customer Service (Current)
Vitamin Sea Watersport LCC, Authorized Seabob Service Center UAE & Comet Distribution FZCO, Party Supplies (Carrefour MAF)
08.2020 - Current
- Oversees the operational activities at every level of the company
- Collaborates with the Seabob Manufacturer in Germany at all levels to ensure After Sales Service is offered to end users with the highest standards
- Hiring and training of employees and managing quality assurance programs
- Preparing and Completes Performance Reviews and Performance Reports in a prudent manner
- Logistics and Purchasing management
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within the industry sector.
- Launched new products and services with thorough market research, leading to increased revenue growth.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Deputy Crew Operations Manager
Emirates Airline, Crew Operations Center EGHQ
05.2018 - 08.2020
- 24/7 management of Emirates Airline Crew Operations Center
- Managed In-flight & Ground Operational Incidents and Disruptions at Base and Worldwide Stations
- Ensured Operations are Compliant with Local & International Regulators as well as Airports Authorities (Police, Immigration & Customs) at Base and Worldwide Stations
- First Point of Contact at Base and Worldwide for Flight Crew, Cabin Crew, and for Internal and External Stakeholders for any Operational and Non-Operational Incidents & Issues (such as Flight Disruptions, Crew Welfare, Customers Issues …etc.).
- Direct reporting to Senior Management and Stakeholders (Crew Operations Shift Reports, Incident Reports, Manpower and Performance Feedback...etc.)
- Enhanced team efficiency by streamlining communication processes and implementing new procedures.
- Coordinated multi-agency operations for complex cases, sharing information efficiently while protecting sensitive data.
- Served as a liaison between the Governments Officials and law enforcement agencies, working collaboratively on joint operations and intelligence-sharing initiatives.
- Managed high-profile cases, ensuring timely resolution and maintaining client satisfaction.
- Oversaw daily shift activities, delegating tasks to officers and ensuring completion within designated timeframes.
- Reviewed and updated department policies as needed to ensure compliance with International and Local Governments regulations.
- Conducted detailed investigations, gathering essential information to support HR proceedings.
- Evaluated staff performance through regular reviews, identifying areas for improvement while recognizing achievements that contributed positively to the department''s mission.
Quality Inspector & Internal Auditor
Emirates Airline, Quality Assurance & Control
05.2013 - 05.2018
- Inspect/ Audit Safety, Service, Products & Performance compliance with Internal & External SOPs in addition to planned IOSA Audit
- Quality Improvement & Problem-Solving Techniques such as: Six Sigma Cycle “DAMIC”, Root Cause Analysis (Fish Bone, Cause & Effect)
- Presented recommendations for Continuous Improvement
- Feedback Reports for trends, declines and shortfalls in Safety, Service, Products & Performance Standards and presented to concerned stakeholder
- Ground Operations Inspection/ Audits (such as Precision Time PTA, Departures, Arrivals, Aircraft Appearance, Crew Performance, Products…etc.)
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted regular quality assurance checks on interactions with customers to ensure employees were meeting established guidelines and standards for service excellence.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Assisted in developing operational procedures that positively impacted overall customer satisfaction ratings.
Senior Flight Purser
Emirates Airline - Inflight Services
10.2007 - 04.2013
- Crew Performance management development through constructive feedback
- Completed In-flight Reviews and Performance feedback
- Coaching and Development of Onboard Leaders (Pursers & Cabin Supervisors) through In-flight Performance Reviews, Development Plans & Onboard Training
- Participated in Crew promotional Campaign & Assessment Centers.
- Provided expert knowledge on flight services and amenities, answering passenger inquiries promptly and accurately.
- Streamlined communication between cabin crew members, fostering a cohesive and efficient team environment.
- Coordinated efforts among multi-lingual cabin crews to overcome language barriers while attending to international travelers'' needs.
- Participated in regular professional development opportunities to stay current with industry trends and best practices in aviation customer service.
- Handled in-flight emergencies calmly and professionally, prioritizing passenger safety at all times.
Cabin Crew Duty Controller (Part Time)
Emirates Airline - Crew Operations Department
12.2007 - 12.2012
- Supported Operations by Day-To-Day operations management of Cabin Crew at base (Dubai) and worldwide
- Implementation of relevant Contingency and Service Recovery plans in case of any operational disruptions both landside and airside
- Acted as a first point of contact for Crew for operational and non-operational issues
- Investigation of Operational issues, Crew Performance shortfalls and Customer Complaints.
Flight Purser (Team Leader)
Emirates Airline, Inflight Services
02.2004 - 09.2007
- Managed all resources (Time, Product and People) to ensure that standards of Safety, Security and Service are met at all times and that the world’s best In-flight Experience is constantly delivered
- Provided Feedback, Guidance and Directions to all Cabin Team Members to ensure standards are met as they apply to customers, safety, security and overall performance on board
- Ensured customer complaints are fully investigated, managed effectively and appropriate service recovery is applied
- Reports Writing (catering feedback, customer feedback, customer complaints, crew performance as well as recommendations for improvements).
- Liaised with ground staff regarding special requests or accommodations for passengers with disabilities or dietary restrictions.
- Conducted thorough post-flight evaluations to identify areas of improvement for future flights.
- Trained new cabin crew members on company policies, customer service standards, and emergency procedures to ensure consistently high-quality service delivery.
- Ensured safety and comfort of passengers by conducting pre-flight briefings and demonstrating safety procedures.
- Collaborated with pilots to maintain awareness of flight status, ensuring timely updates for passengers during unexpected delays or changes.
Education
Bachelor Degree - Agriculture Engineering - Plant Production
University of Jordan
High School Diploma - Secondary School Certificate
Assalt Secondary School
Skills
Expense Tracking
Strategic Planning
Performance Management
Workforce Management
Staff Development
Policy Implementation
Operations Management
Business Administration
Team Leadership
Negotiation
Customer Relationship Management (CRM)
Budget Control
Time Management
Customer Service
Human Resources Management
Process Improvement
Training Certificates
- Quality Auditors Training Emirates AVIAQUAL - Emirates Training College
- Quality Management Systems Internal Auditors - Bureau Veritas Dubai
- IQMS-ISO Quality Management Solutions Internal Auditor - Emirates EGHQ
- Six Sigma Yellow Belt - ASQ MENA
- Influence & Negotiation - Emirates Aviation College
- Data Privacy Basic - Emirates Training College
- Excel: Introduction to Formulas and Functions - LinkedIn E-Learning
- Safety Risk Management for SMS - Emirates Training College
- Invest in Yourself, Plan Your Development - Emirates E-Learning
- Assessors Skill- Recruitment - Emirates Aviation College
- Power Point Presentation - Emirates Aviation College
- Information System Protection - Information Security, Emirates E-Learning
- Safety Management System (SMS) Training - Emirates Training College
- Organization Data and Objects in Excel 2010 - Emirates Aviation College
- Dangerous Goods - Emirates E-Learning
- Providing Feedback - Emirates Training College
Awards
- Najm Award - Emirates Airline (Long Service)
- Najm Bronz Award - Emirates Training College (Business Class Service Project)
- Najm Bronz Award – Emirates Airline (Dubai Airshow)
- Najm Bronz Award – Emirates Airline (Cost Cutting Idea)
Timeline
Manager Operations & Customer Service (Current)
Vitamin Sea Watersport LCC, Authorized Seabob Service Center UAE & Comet Distribution FZCO, Party Supplies (Carrefour MAF)
08.2020 - Current
Deputy Crew Operations Manager
Emirates Airline, Crew Operations Center EGHQ
05.2018 - 08.2020
Quality Inspector & Internal Auditor
Emirates Airline, Quality Assurance & Control
05.2013 - 05.2018
Cabin Crew Duty Controller (Part Time)
Emirates Airline - Crew Operations Department
12.2007 - 12.2012
Senior Flight Purser
Emirates Airline - Inflight Services
10.2007 - 04.2013
Flight Purser (Team Leader)
Emirates Airline, Inflight Services
02.2004 - 09.2007
Bachelor Degree - Agriculture Engineering - Plant Production
University of Jordan
High School Diploma - Secondary School Certificate
Assalt Secondary School