Amal Mohammed Ahmed has been promoted to divisional vice president – global operations at travel services provider Dnata Travel Group.
She will lead Operations as “a centre of excellence, driving automation and simplification of manual processes”, and continued innovations in customer service, and will manage a team of more than 2,000 across global contact centres in the UAE, the UK, Serbia, the Philippines and India.
This comes as the company rolls out its global growth strategy, with plans to expand across the Middle East and beyond with all brands and services in leisure, corporate and representation.
“We are redefining our operating model to bring our brands together under new lines of business to drive their global strategy across geographic locations,” said John Bevan, CEO of the Dnata Travel Group.
“We are delighted that Amal will support the Operations function, providing essential customer support solutions for our businesses and others across the travel industry.”
The new role will see Mohammed Ahmed and her team support expansion plans for other verticals of the business as they grow their customer base, applying innovative service solutions to booking and reservations, sales and after sales, project management and business intelligence.
Amal has been instrumental in the growth of Dnata’s Global Contact Centres, supporting an increasing number of travel businesses across the world in providing 24/7, multi-channel and multi-lingual support solutions to millions of travellers.
An Emirati national and based in Dubai, she has been part of the Emirates Group for more than two decades, most recently as Vice President – Global Shared Services, and holds an MBA with Distinction in Aviation Management from Coventry University, UK.
Among other strategic new appointments, Sébastien Doussin takes on the role of Senior Vice President – Global Travel Services & Destination Management to ensure ground, air and other products are easily consumable and available at the best prices.
Part of the Emirates Group, Dnata is rooted in Dubai and now comprises more than 15 international travel brands spanning local travel agencies, global travel consolidators, corporate travel, sports travel, destination management and attractions, and airline representation services.
Recently, Dnata opened the doors to its new retail store in Dubai’s Mall of the Emirates, expanding the flagship location to provide guests with expert personal travel advice, from UAE staycation bookings to international bookings for hotels, tours, attractions and transfers.
This latest store opening marks the next step in Dnata’s continued investment in its retail footprint, following the launch of stores at Dubai Mall and City Centre Al Zahia, Sharjah, in 2024, with more to come.
