Emirates Group

Job Purpose

dnata is one of the world’s largest air and travel services providers, offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.

As a Department Subject Matter Expert, you will provide subject matter expertise and guidance on shift, improving the quality and consistency of delivered services and deal with any operational issues / challenges such as resolving personnel capability and procedural shortfalls to ensure a safe, efficient and service oriented work environment in compliance with regulatory, legal and safety requirements and standard operating procedures.

In this role you will:

Plan

Lead

• Delivers safety briefings as directed by Department Management while intervening when there is risk exposure, following up on corrective actions
• Coach staff on the required skills, knowledge, and behaviours to work safely. Provide support, direction and act as a role model for the desired safety behaviours and leading with safety
• Provides technical assistance to ensure that work is completed efficiently and in compliance with procedures
• Escalates behavioural and procedural matters to the Service Delivery Manager

Execute

• Complies with all relevant safety, quality, training, operational and environmental management policies, procedures and controls to ensure a healthy, respectful and safe work environment
• Takes a leading role in times of disruption, crisis management and fall back to ensure timely resumption of standard operations when directed by the Department Controller or Service Delivery Manager
• Deals with all identified and escalated operational issues on shift and ensures that the appropriate solution is provided and the team is communicated to
• Identifies any non-conformance and discrepancies in processes and ensures that the appropriate corrective action are implemented in line with regulations and SLAs
• Provides independent advice and technical expertise to the operational teams to improve performance and quality of service delivery
• Develops and compiles reports as requested by Department Management
• Prepares audit plans and conducts audits (internal and external) as directed by Department Management and makes recommendations to support implementation of corrective actions
• Carries out observations as planned and ensures feedback/coaching is given to the concerned staff on the correct process/procedures and also to Department Management

Qualification

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

Qualifications & Experience:

• Bachelor’s degree or Diploma in business administration/aviation/ground handling/customer service
• Bachelor’s degree: 2-4 years of experience in aviation/ ground handling/customer service
• Diploma: 4-6 years of experience in aviation/ ground handling/customer service
• 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
• UAE driving license (for airside-based roles)
• Preferably First Aid trained
• Advanced Supervisory Skills
• Advanced Communication Skills
• Advanced Writing Skills
• English Language Skills Level 5
• Proficient Customer Management Skills
• Proficient Planning and Organizing Skills
• Proficient Data Collection and Analysis Skills
• Proficient Safety Awareness Skills
• Proficient IT and Computer Literacy

 

Additional to Airside Operations

Additional to Aircraft Appearance

• Advanced knowledge of interior and exterior cleaning procedures preferred
• Advanced knowledge of cleaning chemicals and materials preferred

Additional to Customer Service

• Advanced understanding of the usage of Departure Control System
• Proficient understanding of ICAO Conditions of Carriage and Local / International regulations and IATA pertaining to passenger and baggage acceptance

Role KPIS

• Operations:
• Compliance with operational procedures and instructions
• % Work completed in a timely manner
• % on-time performance
• Accuracy of complaints and description reports

People:

• Frequency of feedback & appraisal meetings
• % Staff Satisfaction
• Number of compliance checks completed per cycle

Customer:

• % of Customer Satisfaction
• Resolution of Customer complaints and outstanding issues

Safety:

• % Compliance with Safety procedures
• # of Safety meetings contacts
• # of Safety observations

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!

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.