1. Center Operations ManagementAssist in supervising the daily operations across all service counters (Tasheel, Amer, DLD, DED).Ensure compliance with the latest government regulations, procedures, and service protocols.Monitor center workflow and resolve operational issues quickly to avoid service disruption.Ensure all customer inquiries, applications, and service requests are handled efficiently and within SLA timelines.2. Staff Supervision & CoordinationSupport in staff scheduling, shift planning, and leave coordination to ensure adequate coverage.Conduct regular coaching, performance evaluations, and training sessions.Guide front-line employees to deliver excellent service across all government channels.3. Customer Service ExcellenceMonitor customer interactions across platforms (walk-in, calls, and digital platforms).Handle escalated customer issues professionally and follow up until resolution.Maintain a customer-first approach and work to improve the customer journey across all services.4. Reporting & AnalysisGenerate and review daily, weekly, and monthly performance reports using systems like Vocalcom, WeCare, and other CRM tools.Analyze center performance against KPIs and propose improvements to boost efficiency and service quality.5. System & Process ManagementEnsure proper usage and upkeep of all operational systems (Tasheel, Amer, DED, DLD portals).Coordinate with IT and service providers for system updates and issue resolution.Stay updated on system enhancements, policy changes, and procedural updates issued by government entities.6. Compliance & Quality ControlEnsure full adherence to service standards as defined by MOHRE, GDRFA, DED, and DLD.Participate in internal and external audits; ensure findings are addressed in a timely manner.Maintain accurate documentation, application records, and logs as required by governing bodies.7. Cross-Departmental CoordinationLiaise with HR for staffing and training needs.Coordinate with the marketing team to implement promotions or awareness campaigns for new services.Work closely with the Center Manager to implement strategic plans for service enhancement and customer retention.

We are looking for a highly experienced Operations Manager to oversee our daily operations, with a strong focus on UAE Mainland and Free Zone company formation processes. The ideal candidate will have in-depth knowledge of the UAE regulatory framework, excellent leadership abilities, and strong relationships with key government and free zone authorities. Arabic nationality is preferred to support client and government engagement effectively.Key Responsibilities:Lead, manage, and optimize the operations team responsible for mainland (DED, MOHRE, GDRFA, etc.) and free zone business setup processes (DMCC, IFZA, RAKEZ, SHAMS, etc.).Develop and implement operational strategies to improve service efficiency and client satisfaction.Maintain up-to-date knowledge of all licensing types, visa processes, labor regulations, and compliance requirements in both jurisdictions.Liaise with UAE government bodies and free zone authorities to resolve issues and expedite client processes.Ensure accurate and timely processing of trade licenses, visa applications, company amendments, cancellations, and document attestation.Monitor team performance and provide coaching and development to ensure continuous improvement.Coordinate with the sales, finance, and customer support teams to deliver smooth end-to-end client experiences.Analyze operational reports and implement process improvements to enhance turnaround time and reduce costs.Lead system automation efforts to streamline internal workflows and client documentation.

Assist the Recruitment Specialist in receiving walk-in and scheduled applicants for interview.Initiate IT requests for new employees and ensure office stationaries, ID card and corresponding access and other related company assets are issued to the employee based on their job level, upon receipt of joining notice.Accomplish all HR department requests related to IT services thru the online IT ticket system.Conduct initial onboarding activities to all newly-hired employees such as accurate gathering of employee data thru HR forms, signing of job descriptions, bank enrollment forms, announcing of new joiners to the group thru email and in the case of head office employees, conducting an office introduction walk-through.Enroll eligible new employees and submit a weekly report for deletion and cancellation of separated employees to company-accredited medical insurance provider.Endorse bank account application forms of new employees to concerned banks for timely processing of new accounts.Assist the HR Generalist on visa renewal procedures by ensuring a timely release of medical test endorsements and visa renewal documents of concerned employees.Assist the HR Generalist in employee welfare activities as required.Organize a filing system of Employee files for ease of retrieval as required.Ensure complete and proper file keeping of all documents related to all employees. Conduct self-audit checks to ensure that appropriate records are kept and ensure that incomplete documents are addressed by concerned parties.Control the access to employee files to maintain confidentiality and safe-keeping of personal documents.Conduct key management activities by ensuring an updated record of office and asset key issued to concerned employees and ensuring that office keys are returned upon employee’s separation from the company.Ensure an updated record of parking card issuances to all eligible employees and to coordinate with concerned employees and building management on any changes and updates.Ensure an updated list and corresponding records of employees who were issued company-shouldered mobile SIM cards. Provide the same to the CEO reception for regular updating of employee official contact numbers.Perform other tasks which may be assigned by management.

1. Attend to all telephone calls, render excellent service and positive responses to clients and customers, and provide timely feedback to concerned parties on behalf of the CEO.2. Manage the daily incoming and outgoing correspondence on CEO’s behalf.3. Monitor and record both incoming and outgoing calls for the CEO.4. Handle incoming visitors for the CEO and attend to them in a proper and courteous manner.5. Take minutes of meetings and distribute them accordingly.6. Communicate and relate to all levels of the organization, those who need assistance from the CEO.7. Resolve issues and concerns at pertaining to completion of relevant assigned tasks.8. Maintain filing and documentation of classified and confidential documents in the CEO’s office.9. Perform work on time to schedules and meeting deadlines.10. Manage work pressure and deliver work results.11. Manage team performance and provide coaching, training and mentoring activities to all staff reporting to the Office of the CEO.12. Perform other tasks which may be deemed necessary and essential by CEO.

Review business unit performance against set standards and plan, organize and execute new and related strategies to address gaps and improve current service levels.Communicate with clients and customers on updates, information, concerns and suggestions.Sets the role model in customer service for the rest of the business unit to follow.Participate in the recruiting process of new service point employees by conducting interviews, participating in role plays and assessment centers.Proactively anticipate customer needs and identify any potential issues. Formulates action plans and leads the respective implementation for resolution.Identify opportunities for potential upsell opportunities and development of the business unit and create value story specific to opportunity. Works with the Business Development Manager of the BU in related areas of business service development.Responsible for project management, driving internal contacts to ensure timely deliverables to the internal and external customers, manage day-to-day operational aspects of project including scope.Trains employees to acceptable levels of performance standards.Reviews, recommends and formulates new training manuals and methodologies related to the department.Ownership of additional business unit projects as identified.Complete individual action items that contribute to completion of BU strategic action items.Create and deliver recurring client value reporting; highlight customers’ strategic successes and provide ongoing recommendations for further optimization.Prepares and develops immediate subordinates for succession planning.Perform other functions which may be assigned by management from time to time.

Develop and implement HR plans, policies and procedures including manpower planning, recruitment, learning and development, succession planning, compensation and benefits and employee relations.Serve as a link between management and employees by handling questions, interpreting and administering contracts and resolving work-related problems.Provides coaching to managers and manages business justification for recruitment.Manage and oversee all Human Resources staff.Plan, direct, supervise, and coordinate work activities of subordinates and staff relating to talent, compensation and benefits as well as HR operations management.Oversee Performance Management System such as but not limited to career development and Learning and Development activities to ensure proper career paths of individuals especially for critical positions, and taking into consideration the strategic objectives for potential future skills.Oversee Compensation and Benefits plans stressing on internal and market equity.Oversee Recruitment activities to ensure a timely and proper fit between a candidate and a position.Oversee Employee Relations activities to ensure employee issues and conflicts are properly tackled.Coordinate with the Public Relations Officer in handling relationship with government and associated governmental institutions for HR matters.Review and oversee manpower plan taking into consideration the approved budget.Perform staffing duties, including dealing with understaffing, refereeing disputes, terminating employees and administering disciplinary procedures.Manage the review of On Time Group organization design and performance to ensure that employees are effectively distributed based on their skills and division resource requirements.Conduct performance appraisals for subordinates according to scheduled plans and recommend necessary actions as per the applied practices.Develop communication plan to ensure that all key messages have been properly communicated and shared with employees, in a timely manner.Approve and monitor the implementation of the Administration strategies, policies and procedures including facility and other administrative tasks developed and submitted by the Administrator.Manage the operations of Timeless Manpower & Timeless Learning & Development Business Units.

Company Description On Time Group, based in Dubai, UAE, has been revolutionizing services for businesses and individuals for over 19 years. As the first company in the Middle East to offer government services through the private sector, we serve over 1 million clients annually with a variety of services under different entities. Our core values include expert knowledge, speed of service delivery, international standards, and true professionalism. Role DescriptionIdentify and pursue new business opportunities to expand the company's customer base. Build and maintain strong relationships with clients and partners. Collaborate with cross-functional teams to ensure successful delivery of products and services. Manage budgets and resources to ensure efficient use of company assets. Monitor and report on key performance metrics to track progress towards business goals. Negotiate and close deals with clients Maintain a deep understanding of company products, services, and competitive landscape