Manager - Academy Operations - UAE National

JOB PURPOSE:

To ensure seamless operational delivery of all EGA Academy learning experiences and services. This includes end-to-end responsibility for courseware creation and delivery logistics, vendor coordination, continuous improvement, and quality assurance. The role translates strategic direction into operational procedures and ensures alignment between the Design Studio and delivery operations through effective systems, cross-functional collaboration, and contract partner management.  Holds the Academy to account for following procedures and continuously improving our ways of working through data. 

KEY ACCOUNTABILITIES:

Operational Planning & Delivery

         Translate Academy strategy into clear operational plans, procedures, and service delivery mechanisms.

         Manage the service agreement and daily operations of our Managed Service Provider to:

o          Ensure that the Design Studio efficiently produces high-quality learning content and deployment plans aligned to organisational priorities and standards.

o          Ensure the Academy Operations team schedule, resource, deliver and close out learning programmes effectively. 

o          Ensure that learner support runs smoothly. Maintain a high standard of service delivery while addressing operational challenges with efficiency, consistency, and a learner-first approach.

Vendor and Partner Management

         Act as primary liaison for the managed services partner and internal delivery teams, ensuring they deliver against defined standards, timelines, and contractual obligations.

         Lead oversight of third-party vendors, ensuring contracted services meet business needs, regulatory requirements, and defined quality standards. Optimise vendor relationships to enhance service outcomes and cost-effectiveness.

Systems, Procedures & Continuous Improvement

         Enhance customer satisfaction by identifying and resolving service issues, ensuring that processes are adapted to meet customer needs. Focus on delivering high-quality service and maintaining positive customer relationships through proactive communication and problem-solving.

         Monitor compliance and audit Academy activities to ensure consistency, quality, and risk mitigation.

         Identify and co-create improvements to systems, tools, and delivery processes, with a focus on user experience and operational excellence.

Stakeholder Collaboration & Cross-functional Working

         Facilitate cross-functional working groups to implement operational improvements and mobilise new initiatives.

         Collaborate with the Head of Curriculum, Innovation & Quality to ensure that operational delivery aligns with content standards and instructional integrity.

         Gather and prioritise business needs for facilities, equipment, systems, and instructor deployment.

Budget & Resource Management

         Oversee the overall Academy Operations budget, ensuring strategic management of departmental budgets to foster cost-effectiveness and alignment with operational efficiencies. This involves careful planning, monitoring, and adjustment of budget allocations to meet organisational goals.

         Direct and validate budget inputs prepared by the Officer – Academy Operations.

         Ensure financial controls and reporting are embedded within operational processes.

Governance & Reporting

         Monitor KPIs and operational data to inform decision-making.

         Track programme delivery performance, learner satisfaction, and service efficiency in collaboration with Lead – Quality & Insights.

         Prepare routine and ad hoc reports to inform leadership and improve visibility on Academy performance.

AUTHORITY/ DECISION MAKING:

         Thinking within clearly defined policies and specific objectives;

         Able to make decisions within the boundary of EGA DoA.

         Actions which will impact other functional or operating areas usually require approval before they may be implemented. Work is subject to broad practices and procedures; general direction of output is managed.

QUALIFICATIONS & SKILLS:

Minimum Qualifications:

Bachelor’s degree in business administration, Education, Learning Technologies, or a related field.

Minimum Experience:

A minimum of 10–12 years of relevant experience in learning operations, logistics, or programme delivery, with some exposure to vendor management and service optimisation.

Skills:

         Service Delivery Excellence      

         Customer Focus          

         Effective Communication

         Issue Identification and Resolution

         Strategic Planning        

         Cost Analysis Fundamentals     

         Process Optimisation and Continuous Improvement - Expert      

         Strategic Supplier Partnership   

         Leading Team Performance      

         Lead Strategic Business Analysis and Solutions