Job Description

JOB PURPOSE
Manage and ensure a safe, efficient, cost effective and timely airport operation so that Emirates’ image, reputation and customer service levels are maintained and enhanced, as per the criteria set forth by the Company’s commercial, safety and security policies, standards and procedures Ensure that appropriate action is taken for providing prompt service to Emirates customers to maintain, and where required, to restore the goodwill and confidence of customers facing various adverse situations (flight disruptions, denied boarding, etc.) Ensure that Service Level Agreements, On Time Performance (OTP) and Key Performance Indicator’s (KPI) are achieved in line with the company standards.

JOB ACCOUNTABILITIES AND OBJECTIVES
- Implement and periodically review strategy to ensure that EK airport staff fulfils all procedures, standards and instructions as laid down by Company’s Policies and Procedures.
- Achieve KPI targets set by Airport Services such as flight punctuality, check-in standards and baggage service standards, so that EK remains competitive. This will be achieved through regular liaison with the management of service providers in order to identify problem areas and find solutions to them.
- Ensure adequate measures and audits are implemented and maintained in order to protect the safety and security of the whole operation including aircraft, customers, cargo, baggage and all staff. Monitor all aspects of the operation in order to achieve and maintain acceptable customer service standards.
- Lead, guide and develop staff in order to ensure the station has a disciplined and motivated work force that adheres to customer service and other operation standards.
- Perform all administrative duties in an accurate and timely manner, e.g. Monthly Reports, Performance Appraisals, Baggage Claim settlements, invoice verification, general correspondence, and complaint investigation and highlight areas of potential problems, reoccurring discrepancies, service failures and provide recommendations for continuous improvement.
- Prepare and constantly review local procedures or Diversion/Delay Handling/Disruptions and Emergency Procedures for the reference of EK staff, Service providers and relevant authorities.
- Check on an ongoing basis the competencies, training records of EK and service providers particularly in areas where certification is required.
- Represent EK at appropriate official forums, i.e. AOC meetings, AOC sub-committees, and Working Group meetings, and liaise with government organisations, i.e. Customs, Immigration, Transport Authorities, and Police.
- Develop and maintain excellent relationships with internal/external departments, Airport authorities, GHAs and other service providers and exercise personal influence to achieve the required end results for Emirates.
- Accountable for annual budgeting of revenue, expenses and capital expenditure. Within these parameters, provide a cost efficient service that best represents value for money. Create dynamic measurement and reporting systems, for purposes of providing periodic reports on the operations. Review overall performance of all areas in terms of costs, revenue, productivity, quality, safety and security. Regularly analyse results with a view to pro-actively attend to emerging issues.
- Accountable person (Reporting Official) for Emergency Planning which includes maintaining the localised station ERP, training, exercising, and lobbying for change or awareness amongst the airport community or internal stakeholders.
- Provide required support for Drug and Alcohol testing process when the external provider carries out the random testing to ensure there is EK management presence and relevant documentation and other formalities are handled in line with the Company procedures.
- The ASM should be carrying out regular audits on the Ground Handling agencies to ensure the defined scope of regulation aspects of the role is maintained. The audit is to be conducted in accordance with a checklist provided by the EKAS Quality Assurance Manager and any findings and observations should be reported to EKAS Quality Assurance. Furthermore the ASM should conduct regular audit of all customer touch points and report any findings that are not in line with the company standard.
- Promote a continuously improving culture of Safety, with open reporting of Safety deficiencies, Human Factor issues and compliance with local laws to uphold the delivery of safe and secure operations.
- Accountable for Passenger Service and Ground Operations Manual management. Ensure all controlled documentation is in compliance with Regulatory bodies, Quality Assurance, Safety and Brand standards.

Qualifications & Experience

MINIMUM KNOWLEDGE/EXPERIENCE/TRAINING/QUALIFICATIONS

Qualifications:
Educated up to degree level (minimum A Level standard)
Qualified to an advanced level in Customer Services, Ground Operations, Baggage Claims, Reservations & Ticketing, and Weight and Balance

Experience:
Given the specific requirements at outstations, a minimum of 8 years experience is required in Airport Customer handling/Operations, of which a minimum of five years should be at a managerial level.

Knowledge:
Should be conversant with Flight Planning and the pertinent aspects of Meteorology
Must be able to operate and/or be familiar with various computerized systems, e.g. for Reservations, Baggage Tracing, and various software packages used by the Company such as Word, Excel, etc.
Fluent in spoken and written English, Cantonese, and Mandarin.

Ability/Skills:
Must be able to work under pressure in an environment that requires a very high degree of initiative

Salary & Benefits
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Skills Required

• Customer Service
• Ground Operations
• Baggage Handling