Job Description

About the role

Hub Customer Services Department is recruiting for Manager Terminal Operations.

In this role, you are responsible for ensuring the effective and efficient Customer Service delivery and Ramp operation of Ground Services. Your specific area of responsibility will include VIP/ Ministry Operations and Premium operations including Concierge Services.

Specific accountabilities include:

Strategic/ Tactical

• Recommends strategic and operational improvement where necessary to improve overall service delivery. Seeks methods and develops mechanisms to improve the operational requirement.
• Establishes and reviews operational contingency plans to ensure its availability as and when required during disruption at the HUB.
• Develops operational procedures and processes within the operation in order to mitigate and prevent passengers and ramp operational risks.
• Works closely with unit managers to ensure them and their teams are equipped with the information, tools and methodologies required to deliver 5-star service.
• Ensures that overall On Time Performance (OTP) is maintained as per agreed targets.
• Develops and implements KPIs for the customer services unit.

Operational

• Proactively manages the customer service delivery & Hub Control Centre (HCC) functions ensuring workloads and resources are managed for optimum performance.
• Ensures Service Level Agreements (SLAs) related to different operational areas are monitored and implemented.
• Develops and ensures synergies between HCC/ Check-in, Departures, Concierge/ Transfer & Arrivals and the Customer services team.
• Actively manages within the defined Standard Operations Procedures (SOP).
• Seeks and provides accurate data on the operation as requested/ reported.
• Develops and ensures close synergies between departments under the HUB.
• Ensures open and concise communication/ information to all units of the HUB operations.
• Ensures all information is disseminated to the relevant department in an efficient and concise manner.
• Deputy to manage Crisis Management program in an event of incident or accident.
• Develops strong relationships with all key stakeholders in the airport including local authorities, HIA management, Ground Handling management and Integrated Operations Centre (IOC).
• Establishes the department or teams objectives and prioritize to align with and support business objectives.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible

Qualifications

About you

The successful candidate will have the following skills and qualifications:

• With relevant College or University qualification to minimum Bachelor’s degree.
• With minimum of 10 years relevant experience within airport operations.
• Relevant experience in Ground Services operations within Hub environment.
• Relevant experience in managing passengers and ramp activities.
• Strong analytical skills
• In depth understanding of Ground Services procedures/ Passenger and Ramp handling.
• Computer skills – knowledge of the MS Office suite.
• Knowledge of different regulations and safety requirements for Ground Operations.
• Strong observations skills – able to note and highlight behaviors and actions for corrective feedback.
• Excellent communication skills with fluency in both English and Arabic language.
• Experience of leading, managing, inspiring and engaging a large multi-cultural workforce.
• Able to delegate work, set clear direction and manage workflow.

Skills Required

• Communication
• Microsoft Office