Business Systems Controller

Job Purpose

At Emirates, our retail and contact centres operate globally! Our international teams play a crucial role in representing our brand, and providing our customers with up to date information regarding our range of products and services. Working with our team means that you serve as a primary means of communication and are often a first point of contact for our valued customers!

As Business System Controller, you will be responsible for supporting all Commercial business areas by participating in requirement analysis/gathering session with IT and assisting in creating business requirements, SOW reviews and conducting the final testing of the system/linked systems before the roll out.

Generic

In this role you will be:

• Use operational and applications expertise and inputs from users to recommend initiatives where Emirates IT could add value to Commercial functions, processes and/or applications. Present such initiatives along with the Business Support team, for obtaining the decision of Commercial.
• Collate, analyse and define functional and non-functional requirements for assigned projects and enhancements. Identify and evaluate conflicting requirements and suggest practical solutions to achieve customer targets.
• Provide all assistance to the Project Manager/project team on application support, impact analysis, functional requirement documentations, and user acceptance testing, as assigned.
• Define, co-ordinate and create test cases/packs based on user requirements and application changes. Co-ordinate the set-up and communication between the application/product and the partners system to support the testing of application functionality and linked systems.
• Carry out and manage the user acceptance testing and Commercial related documentation. Ensure quality of testing along with the related documentation meets Commercial corporates standards. Provide specific feedback to solution provider for discrepancies, track progress of fixes and follow up with the solution provider till completion. Provide updates and feedback on all assigned activities to Systems Manager on a regular basis (weekly).
• Ensure that the customers training department, end user communities and any other identified customers are informed in advance of the new functionality being introduced to allow for end user education and familiarization prior to its release. Provide internal training for Commercial identified work areas if required. Act as support for the end user community on functional clarifications. Support users on all functional queries; provide workarounds for application functionality to ensure uninterrupted operation. Participate in implementation support of enhancements and projects. Support Commercial in facilitating effective usage of the system in the business area/customer points.
• Work with Standards and Procedures to ensure automation and procedures remain in synch and create new procedures as driven by automation if necessary. Develop procedures and implement checks on the effectiveness of systems to support commercial objectives. Automation of business processes, both through IT developed systems and in-house to improve the efficiency of systems.
  
  

Specific - CNC

• Accountable for executing and managing customer communications across all channels within Product Development and Experience. Ensures the integrity of every message by maintaining accuracy, timeliness, and consistency, while supporting the stability of communication operations.
• Responsible for implementing controlled changes, coordinating vendor and platform transitions, and applying a customer-first mindset to all communication activities.
  
  

Qualification

In order to be successful in this role, you must meet the below requirements:

Qualification/Experience

• Degree or Honours (12+3 or equivalent)
• Degree in relevant to business area 3 years’ experience in functional area
• 5+ years working with airline platforms, including EK reservation and ticketing systems.
• Experienced in governance, compliance, vendor/platform migrations, and BAU support.
  
  

Skills/ Knowledge

• Strong understanding of multi-channel communications (SMS, Email, WhatsApp, Push) and event-driven notifications.
• Excellent written and verbal communication; skilled in stakeholder collaboration and influence.
• Analytical and problem-solving abilities; effective working independently and in cross-functional teams.
• Proficient in Microsoft Office, Power BI, Jira, and Confluence; adept at multitasking under pressure.
• Solid knowledge of policies, procedures, and governance standards; resilient in time-critical situations.
• Comprehensive understanding of business systems (MACS, MARS, GDS, UX, CRIS, Opera, Zeus, etc.).
• Expertise in validating and creating customer communication briefs.
• Skilled in quality testing, issue tracking, and complaint resolution.
• Familiar with usability, UI, process mapping, trend analysis, and end-to-end delivery.
  
  

Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers.

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