Job Description

To provide subject matter expertise and guidance on shift, improving the quality and consistency of delivered services and deal with any operational issues / challenges such as resolving personnel capability and procedural shortfalls to ensure a safe, efficient and service oriented work environment in compliance with regulatory, legal and safety requirements and standard operating procedures.

JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS

- Plan

• -Plans observation schedule for Department ensuring a balanced distribution of observations.

- Lead

• Delivers safety briefings as directed by Department Management while intervening when there is risk exposure, following up on corrective actions.
• Coach staff on the required skills, knowledge, and behaviours to work safely. Provide support, direction and act as a role model for the desired safety behaviours and leading with safety.
• Provides technical assistance to ensure that work is completed efficiently and in compliance with procedures.
• Escalates behavioural and procedural matters to the Service Delivery Manager.

- Execute

• Complies with all relevant safety, quality, training, operational and environmental management policies, procedures and controls to ensure a healthy, respectful and safe work environment.
• Takes a leading role in times of disruption, crisis management and fall back to ensure timely resumption of standard operations when directed by the Department Controller or Service Delivery Manager.
• Deals with all identified and escalated operational issues on shift and ensures that the appropriate solution is provided and the team is communicated to.
• Identifies any non-conformance and discrepancies in processes and ensures that the appropriate corrective action are implemented in line with regulations and SLAs.
• Provides independent advice and technical expertise to the operational teams to improve performance and quality of service delivery.
• Develops and compiles reports as requested by Department Management.
• Prepares audit plans and conducts audits (internal and external) as directed by Department Management and makes recommendations to support implementation of corrective actions.
• Carries out observations as planned and ensures feedback/coaching is given to the concerned staff on the correct process/procedures and also to Department Management.

Qualifications & Experience

• Bachelor’s degree or Diploma in business administration/aviation/ground handling/customer service
• Bachelor’s degree: 2-4 years of experience in aviation/ ground handling/customer service
• Diploma: 4-6 years of experience in aviation/ ground handling/customer service
• Advanced understanding of Airlines Customer service product (specific airport related requirements) and Industry regulations for the assigned work area.

 Advanced understanding of the aviation terminology

 UAE driving license (for airside based roles)

 Preferably First Aid trained

 Advanced Supervisory Skills

 Advanced Communication Skills

 Advanced Writing Skills

 English Language Skills- Level 5

 Proficient Customer Management Skills

 Proficient Planning and Organizing Skills

 Proficient Data Collection and Analysis Skills

 Proficient Safety Awareness Skills

 Proficient IT and Computer Literacy

Additional to Airside Operations

 Proficient knowledge and understanding of relevant baggage system (where relevant)

Additional to Aircraft Appearance

 Advanced knowledge of interior and exterior cleaning procedures preferred

 Advanced knowledge of cleaning chemicals and materials preferred

Additional to Customer Service

 Advanced understanding of the usage of Departure Control System

 Proficient understanding of ICAO Conditions of Carriage and Local / International regulations and IATA pertaining to passenger and baggage acceptance

Role KPIS

Operations:

 Compliance with operational procedures and instructions

 % Work completed in a timely manner

 % on-time performance

 Accuracy of complaints and description reports

People:

 Frequency of feedback & appraisal meetings

 % Staff Satisfaction

 Number of compliance checks completed per cycle

Customer:

 % of Customer Satisfaction

 Resolution of Customer complaints and outstanding issues

Safety:

 % Compliance with Safety procedures

 # of Safety meetings contacts

 # of Safety observations

Leadership Role: Yes

Safety Sensitive Role : Yes

Details/Hazards

• Working at Height (greater than1m)
• Heavy lifting (As an individual not greater than 32Kg)
• Working in areas with motorised mobile equipment
• Work in confined spaces
• Airport Driving Permit
• Work in a noisy environment
• Work in extreme temperature conditions
• Exposure to contact with moving/falling objects.

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. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

Skills Required

• Commercial Aviation