Job Description

Synopsis
Part of a 24/7 Cargo Network Operations Control Tower that provides day-to-day control, live monitoring and proactive follow up of global network shipments, operational performance, deviations and updates stakeholders on service recovery of every irregularity.
On a shift basis, they will monitor different dashboards / SmartTrack application and network KPIs based on defined performance requirements in relation to OTP, Cargo IQ standards, SLAs, FAP, etc. They must ensure safe, secure and on time delivery of all high-profile shipments on key routes flights, by close coordination with relevant stakeholders all across the Network.
Accountabilities

• Monitor and track Special loads, Products and SmartTrack shipments via different platforms and system support to ensure they are processed on time as per SLA.
• Pro-active follow-up and communicate with different stakeholders for any identified gaps or delay in processing cargo via multiple cargo platforms for immediate attention to prevent it from failing the set milestones
• Engage relevant stakeholders in constructive and effective problem resolution, avoiding unnecessary costs and delays in Cargo Delivery
• Real time monitoring via the control tower dashboard and other applications of all Irregularities with dedicated attention to special products, SmartTrack and high value customers.
• Manage network disruptions by notifications and emergency response in situations such as, sitreps, cancellations, airport closures and blackouts.
• Support and actively monitor special shipments, trial shipments, interline transfers and commercial requests. Pro-active recovery, repair and communication in case of deviations
• Responsible for reporting and provide root cause analysis of network service delivery failures, such as MSCA, FDCA, MSAW, FDAW; and for addressing relevant stakeholders for improvement
• Work independently and be able to assess the financial impact of service recovery alternatives, as well as evaluate solutions to best deliver customer satisfaction.
• Provide 24/7 support for Global Partner / VIP escalation and oversight
• Comply with Etihad communication standards and represent the company values towards external and internal customers.
• Perform other department duties related to his/her position as directed by the head of the department

Education & Experience

• Educated to at least high school level, preferably diploma level in logistics, operations management or related discipline; with acquired specialization in cargo handling operations.
• 5 years relevant experience, preferably at least 3 years of cargo operations and/or cargo customer experience.
• Good understanding of computer airfreight specifications
• In depth knowledge of industry standards and Legal Regulations
• Industry training in DG/AVI/ Cargo Operations/Security/Customer Service
• Fully conversant with cargo handling processes, procedures and regulatory compliance expectations

About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad's ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!
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Skills Required