Emirates Group

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always ‘Fly Better.’ As one of the most recognised and admired brands globally, we’re driven by innovation and excellence. Join us as a Crew Connect Services Officer and experience a fast-paced, multicultural environment where your ideas and expertise will help shape the future of aviation. Here, you’ll grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage.

As a Crew Connect Services Officer, you will be responsible to lead and oversee the delivery of Crew Connect Services functions, ensuring seamless 24/7 operations, effective attendance management, compliance with regulatory requirements, and enhanced crew experience. Crew Connect Services Officer is responsible to lead, motivate, and manage an operational team to provide high-quality support and hospitality to Service Delivery and related stakeholders. Ensure operational efficiency through effective manpower planning by prioritizing resources for emerging issues and maintaining best practices. Use analytics to drive continuous improvement, monitor team performance, and achieve departmental goals through data-driven decision-making. This role also focuses on driving innovation, continuous improvement, and fostering a high-performance culture within the team and to the crew and stakeholders.

In this role, you will:

• Review and highlight all critical activities and processes to ensure they are managed in a timely manner, including payroll processing, crew attestation, medical certification updates, language proficiency renewals, and crew member certifications. 
• Ensure seamless coordination and compliance with all regulatory requirements for crew members.
• Assist in ensuring the timely and accurate handling of device management and communication support tasks.
• Support the review of payroll discrepancies, department assets, and system access to help maintain accuracy and efficiency for relevant teams.
• Ensure regular quality monitoring is scheduled and sufficient coaching time allocated with each team member.
• Perform regular quality audits for processes and individuals to ensure the quality standard are met.
• Protect confidentiality of information, making sure that accesses are appropriate and that team members are aware of their responsibility to keep information and data confidential.

• Vocational or Diploma (12+2 or equivalent). 
  
  

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

• 3+ years experience in In-Flight Administration / call centre environment preferably in airline and/or customer service industry.
• Experience in customer service or people operations, with a background in the airline industry or related service sectors.
• Data Analytical skills, creating reports and recommending courses of action.
• Proven ability to coach and motivate staff.
• Excellent communication, influencing and problem-solving skills.
• Ability to deliver customer-focused service and resolve complex issues.
• Proficiency in systems such as Paradise, IOB, SAFE, HR Direct and other crew-related tools (preferred).
• Expertise in MS Office applications and BI knowledge.
• Flexibility to work within a shift-based schedule aligned with operational requirements.

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop their careers. If you’re looking for a challenging and rewarding opportunity, apply today and join our team!

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.