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General information

Name
Airport Services Support Controller - Emiratisation

Description & Requirements

Job Purpose

Join our Airport Services team, where you will play a vital role in ensuring seamless airport operations and delivering world-class service to our customers. The team is responsible for a wide range of critical functions, both “above and below the wing,” to keep our busy airport running efficiently, safely, and on schedule.

If you are passionate about customer service, operational excellence, and working in a fast-paced environment, we invite you to apply and contribute to the success of Emirates Group. As the world’s largest international airline, our airport operations are among the most dynamic and rewarding, offering exciting opportunities to be part of a team that keeps the world moving.


As an Airport Services Support Controller – Emiratisation, you will support the day to day functioning of the various Emirates Airport Services units in order to ensure that the service delivery standards are maintained within the budgeted costs and that the operating procedures complement the dynamics of customer needs and the expanding airport environment.

You will support the management in developing and enhancing operating procedures which are supported through business performance indicators and periodic audits to encourage and continue improvements within the Department.


In this role you will:

  • Audit daily section operational performance by compiling statistics and measuring these against the established norms. Analyse monthly Performance reports and produce monthly performance synopsis to provide feedback on the overall performance of the section. 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.
  • Analyse operational workflow to define practical and seamless standard operating procedures that complement the ISO requirements and promotes efficiency and productivity. Highlight procedural or process flaws to the Line Manager with recommendations for improvements and support in designing comprehensive operational procedures and product together with the S&P section. Through proper communication media, establish transparency of SOP, process and practice amongst all of the section workforce.
  • Maintain high levels of interaction with internal and external departments/stakeholders to achieve a smooth process flow.
  • Analyse system and product performance against the operating environment to recommend enhancements and/or modifications required in the systems, work procedures or products to the Line Manager.
  • Monitor and follow-up on customer compliments and complaints provided by EKAS customer relations to initiate corrective action. Where relevant, control revenue generating services to ensure targets are achieved and timely audits conducted to avoid revenue pilferage.
  • Investigate and analyse operational discrepancies to propose remedial measures to the Line Manager and independently respond to internal and external departments where the involvement of line Manager is not necessary.
  • Establish resource requirements, analyse deployment and investigate variances against plans in close co-ordination with Resource Planning unit to ensure that the operation is efficient and cost-effective.
  • Support line manager with staff management (attendance, disciplinary/capability, interviews etc.) and staff performance by training, development and upskilling staff on relevant systems, tools, techniques to deliver customer excellence to drive profitable growth.
  • Where relevant, maintain close contact with dnata as the Handling Agent and EKFC for lounge catering and contribute towards the existing Service Level Agreement. Keep track of performance data against agreed standards.
  • Co-ordinate with external and internal manpower and other service providers to ensure services are delivered in a timely manner, to the agreed standard. Actively provide feedback learning points from operational results.


Qualification

To be considered for the role, you must meet the below requirements:

  • Hold a Bachelor’s Degree or Honours (12+3 or equivalent) and have at least 5+ years’ experience in Passenger, Baggage, Ramp or Operations Services.
  • For non-degree holders, must have completed 12 years schooling and have at least 8 years’ experience in Passenger, Baggage, Ramp or Operations Services.
  • Have working knowledge of Airport Operations Systems.
  • Should have successfully completed advanced level Airport handling course.
  • Have expertise in Microsoft Office applications.
  • Have a sound theoretical knowledge of ISO 9000 series standards.

At Emirates, we’re committed to helping our people grow and thrive. If you're ready for a rewarding and challenging career, apply today and become part of our world-class team.



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 hotel stays worldwide.

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers.