Automation Manager

Job Summary

The Automation Manager is responsible for identifying, developing, implementing, and managing automation solutions across the travel business to improve operational efficiency, reduce manual tasks, enhance customer experience, and increase productivity. The role involves collaborating with multiple departments, including Reservations, Customer Service, Visa Processing, Finance, Product, and IT, to streamline workflows through automation technologies, process optimization, and system integrations.

Key Responsibilities

I.Automation Strategy & Implementation

• Develop and execute the company's automation roadmap aligned with business objectives
• Identify repetitive and manual processes suitable for automation.
• Lead the implementation of Robotic Process Automation (RPA), workflow automation, AI-powered solutions, and system integrations.
• Evaluate and recommend automation tools and technologies to improve operational efficiency.
• Manage automation projects from concept to deployment and post-implementation support.

II.Process Improvement

• Analyze existing business processes and identify opportunities for optimization.
• Design automated workflows to improve booking, ticketing, visa processing, customer communications, reporting, and financial operations.
• Standardize operational procedures and reduce process bottlenecks.
• Ensure continuous improvement through process reviews and performance assessments.

III. Systems Integration

• Collaborate with IT teams, travel technology providers, and third-party vendors.
• Manage integrations between booking systems, CRM platforms, payment gateways, ERP systems, GDS platforms, and customer communication tools.
• Ensure seamless data flow across systems while maintaining data accuracy and security.

IV.Data & Reporting

• Develop automated dashboards and reports for operational and management teams.
• Monitor automation performance metrics and generate insights for business improvement.
• Utilize business intelligence tools to support decision-making.

V.Team Management

• Lead and mentor automation specialists, analysts, and support teams.
• Coordinate with department heads to identify automation opportunities.
• Manage project timelines, budgets, and resource allocation.
• Conduct training sessions to promote automation adoption across the organization.

VI.Compliance & Risk Management

• Ensure automation processes comply with company policies, travel industry regulations, and data protection requirements.
• Implement controls to minimize operational risks and system errors. AREA OF ASSIGNMENT:

DUBAI HEAD OFFICE

Maintain documentation for all automation workflows and processes.

VII. Travel Industry-Specific Responsibilities

• Automate booking confirmation and ticket issuance processes.
• Streamline visa application tracking and document verification workflows.
• Implement automated customer notifications for bookings, payments, travel updates, and visa status.
• Optimize refund, cancellation, and rebooking procedures.
• Improve supplier and partner data management.
• Enhance customer support through chatbots, AI assistants, and automated ticket routing.
• Support automation initiatives for tour operations, hotel reservations, flight bookings, and ancillary services.

Qualifications

Education

• Bachelor's degree:
• Information Technology
• Computer Science
• Business Administration
• Engineering, or a related field.
• Master's degree or professional certifications are advantageous.

Experience

• Minimum 5–8 years of experience in process automation, digital transformation, operations management, or travel technology.
• Minimum 2–3 years in a managerial or supervisory role.
• Experience within a travel agency, tour operator, OTA, airline, hospitality company, or travel technology environment preferred.

Technical Skills

• Experience with automation platforms such as:
• Microsoft Power Automate
• UiPath
• Autom