Job Description

Manage and ensure a safe, efficient, cost effective and timely airport shift operations so that Emirates image, reputation and passenger service levels are maintained and enhanced, as per the criteria set forth by the Company’s commercial, safety and security policies, standards and procedures. In liaison with the Airport Services Manager ensure that appropriate action is taken for providing prompt service to Emirates passengers to maintain, and where required, to restore the goodwill and confidence of passengers facing various adverse situations (flight disruptions, denied boarding, etc.) Ensure that Service Level Agreements, OTPs and EKAS KPIS are achieved in line with the company standards.

JOB ACCOUNTABILITES

• Analyze the monthly Performance and produce monthly performance synopsis to provide feedback to ASM on the overall performance of the station. The report/synopsis shall include but not limited to: workload handled by each unit; productivity ratio; actual performance vs. the benchmark; compliments and complaints ratio; budget variance; process/service enhancement; supervisory staff performance against set benchmarks. Performs & Champions system based data analysis tools and skills, assisting the team to comprehensively understand the station performance.
• Investigate and analyze operational discrepancies to propose remedial measures to the ASM and respond to internal and external departments where the involvement of ASM is not necessary.
• Review local procedures and control operations in crisis/emergency situations. Ensure where possible that there is a minimum disruption to operations and that issues are dealt with in a timely manner taking direction from the Airport Services Manager/Regional Manager Airport Services as required. Mobilizes resources and leads the Airport team in the event of Flight Disruptions and/or incidents involving Corporate Emergency Response.
• Assist with 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, recurring discrepancies, service failures and provide recommendations for continuous improvement. Coaches and counsels staff on areas requiring further improvement.
• Develop and maintain relationships with internal/external departments such as Airport authorities, safety, security, police, immigration, customs etc., to ensure facilitation of Passenger Services operational needs.
• Responsible for the control and management of Airport Services employees on a shift basis, ensuring that all officers, supervisors and staff are regularly made aware of important operational/policy decisions, that these are implemented and that staff discipline and morale is maintained at acceptable levels. Keeping the ASM updated at all time. Responsible for ensuring an efficient and productive utilization of staff and equipment to achieve the required service results in a cost-effective manner.
• Support the ASM in managing the annual budget of revenue, expenses and capital expenditure. Recommend to the ASM cost efficient services that best represents value for money. Create dynamic measurement and reporting systems, for purposes of providing periodic reports on the operations. Monitor and report to the ASM the overall performance of all areas in terms of costs, revenue, productivity, quality, safety and security. Regularly analyse results with a view to pro-actively highlight emerging issues to the ASM.
• As required, conceive, manage and implement short and mid-term projects under the guidance of the Airport Services Manager. Using Project Management principles identify weaknesses in the operation and focus work efforts in a structured way on building a more robust airport services product.

Qualifications & Experience

• Educated up to degree level including qualified to an advanced level in Passenger Services, Ground Operations, Baggage Claims, Reservations & Ticketing, and Weight and Balance
• Given the specific requirements at outstations, a minimum of 8 years’ experience is required in Airport Passenger handling/Operations, of which minimum of five years should be at a managerial level.

Knowledge:

Strong knowledge of Reservations, Baggage Tracing, and various software packages used by the Company such as Word, Excel, etc. Fluent in spoken and written English and local language

Ability/Skills:

Must be able to work under pressure in an environment which requires a very high degree of initiative

*Must have the right to live and work in India

Skills Required

• Airport Operations
• Passengers
• Baggage Handling