The selected candidate will responsible for providing the required support and expertise to the staff on shift ensuring service delivery by dealing with any conflicts and issues raised by customers. Activate exception management plan or business continuity and develop staff performance on shift to ensure safe on-time performance amidst a service focused environment and in compliance with regulatory, legal and safety requirements and standard operating procedures.

Job Outline:
Plan:
- Plans the shift and ensures constant collaboration with key stakeholders as required
- Plans and ensures implementation of relevant contingency and service recovery plans in case of any operational disruptions to ensure high level of safety performance
- Anticipates challenges during the shift such as system outages, facility closures, special movements and prioritises resources accordingly
- Plans and prepares for next shift and provides handover

Deploy:
- Ensures sufficient staff and support facilities are available for shift in cooperation with central allocations based on the agreed service standards
Lead:
- Supervises the day-to-day operations of the department to ensure that work processes are implemented
- Ensures that staff on shift are suitably qualified and experienced to perform assigned activities

Execute:
- Ensures that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions
- Ensures compliance to all relevant safety policies, procedures and controls across the department to guarantee employee safety, legislative compliance and a responsible environmental attitude and the implementation of BAP
- Ensures safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support and direction
- Provides expertise in their specialised area and acts as the focal point of contact for key stakeholders
- Identifies opportunities for continuous improvement of systems, processes and practices and reports to Department Management
- Builds and maintains relationships with stakeholders to ensure that customer?s requirements are met and in compliance with regulatory, safety and legal requirements
- Communicates with outsource suppliers to ensure availability of resources on shift when required (where applicable)
- Sets a role model example with regards to professional dealings with internal / external customers and conflict resolution
- Develops a complete on-shift summary highlighting key milestone, areas of development and support with recommendations
- Ensures all overtime hours are controlled, audited and approved for staff in cooperation with dOCC by encouraging cross utilisation where applicable
- Conducts spot audit on conformance with Standard Operating Procedures (SOPs), Customer Services and KPIs to ensure continuous improvement of processes
- Understands and resolves any issues on shift to ensure safe on-time performance and a smooth flow of operations in line with the SLAs and regulatory agreements
- Investigates operational issues and complaints, conducts all operational investigations on shift, initiates the required corrective action and provides a report to Line Management
- For any planned / unplanned systems failures takes the lead in ensuring fall back plans are in place and recovery plans are communicated to all Airlines & Stakeholders.
- Ensures on-time recovery to situations caused by equipment malfunctioning / failures on live turnaround aircrafts (where applicable)
Additional to Airside Operations:
- Maintains and controls the quality of potable water in line with international standards and regulations (specific to Technical Support)

- Experience in Airport Operations
- Bachelors degree or Diploma in in business administration / aviation / ground handling / customer service
Experience:
- Bachelor Degree: 6-8 years of experience in aviation/ ground handling / customer service
- Diploma: 8-10 years of experience in aviation / ground handling / customer service
- UAE driving license (for airside based roles)
- Preferably First Aid trained
- 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
- Advanced Customer Management Skills
- Advanced Planning and Organizing Skills
- Advanced Quality Orientation Skills
- Advanced Communication Skills
- Advanced Writing Skills
- Advanced Safety Awareness Skills
- Proficient Leadership Skills
- Proficient Budget and Cost Control Knowledge
- Proficient IT and Computer Literacy Skills Additional to Load Control
- Experience and knowledge in load control
- Advanced knowledge of weight and balance requirements for aircrafts handled by dnata
- Advanced knowledge in the weight and balance systems

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\xe2\x80\x99s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

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