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Department Definition
Special projects is a department responsible for visitor communication and advocacy. The objective of the department is to ensure collaboration between all of Expo City divisions and commit to a consistent visitor journey that adheres to EXPO City Guidelines and corporate ethics. This will be achieved through the following main objectives, visitor communication and feedback through the information centers and calls center, public realm and community service audits to ensure service excellence for the community management team and adherence to safety and sustainability objectives of the organization, and lastly the centralized management of events and initiatives with in EXPO City to ensure organizational alignments.
Opportunity Responsibilities
As part of the special projects department, the Manager will be responsible for overall oversight on visitor centers and helpdesk, and information management with multiple departments
The main responsibilities of the role include:
Strategic Responsibilities
- Ensure seamless progression of events or projects by following established procedures, collaborating with other departments and ensuring accuracy.
- Manage innovative and integrated processes and service design.
- Propose revision of work plans and advise the Director - Special Projects of possible adjustments to meet the project or event objectives
- Set up KPI’s for information desks operating within the city
- Set up KPI’s and ways of working for the outsourced call center for Expo City.
Operational Responsibilities
- Manage and coordinate the communication and schedule of minor and major events, including large-scale annualized events e.g. Conference of the Parties, concerts, VIP/Royal visits, schools or university visits
- Manage monthly and yearly reporting requirements
- Resolve operational challenges associated with the events/projects and determine how to best work with the impacted stakeholder to solve these challenges and/or develop alternative solutions.
- Use judgment to integrate current trends in event management and event design.
- Develop and maintain strong positive working relationships with internal stakeholders, ensure their requirements are understood, being addressed, and that communication channels with them are clear and effective.
- Deputize the senior manager (Special Projects) and facilitate various meetings as necessary.
- Take initiative and use experience to improve service performance according to evaluated issues and resolutions.
- Manage end to end procurement of requirements by working closely with Procurement and Contracts or the central team
- Manage kick off meetings with contractors/ service providers and vendors as necessary
- Comply and respond to all Expo City Dubai procedural, administrational, and operational guidelines and instructions
- Secure regular evaluations after project completion.
- Monitor and observe the Information Centres across the site ensuring proper supervision and KPI’s are met.
- Manage information center rosters and ensure there is coverage with in critical times of operations.
- Assist senior manager in information gathering between all departments within Expo City
- Assist senior manager in auditing all services of Community Management division to ensure excellence of services
- Assist senior manager in their responsibility of the public realm of expo city look and feel.
- Assist the senior manager in ensuring all sustainability objectives for Expo City are met in collaboration with the sustainability team
People Responsibilities
- Lead the team responsibly and proficiently, providing effective line management to direct reports
- Set objectives and evaluate performance of individual direct reports and actively manage key personnel issues
- Ensure that all staff acquire the required skills and knowledge through appropriate learning and development programs
Health and Safety Responsibilities
- Ensuring that all company policies and procedures are adhered to, specifically to include all responsibilities and accountabilities associated with the Expo City Dubai Health and Safety Policy and assurance standards.
- Ensure that all health and safty requirements are considered and adhered to in regards to any events, VIP visits, and any initiative with in the city in collaboration with the health and safety team.
Skills
6 years of relevant experience as well as:
- Bachelor’s degree or diploma, preferably in a related discipline
Attention to detail and efficiency in accurate record-keeping and data analysis. - The ability to work across multiple projects with knowledge spanning across a broad organizational structure as well as dependencies with other business operations.
- Specific experience in programme planning and management.
- Project support for an extensive departmental programme is a necessity.
- Ability to use time productively and efficiently
- Must be prepared to work on (possible) shift patterns which include night shifts, working during holidays, and occasional after-hours requirements