Job Outline Manage and ensure a safe efficient cost effective and timely airport shift operations so that Emirates image reputation and passenger service levels are maintained and enhanced as per the criteria set forth by the Company commercial safety and security policies standards and procedures In liaison with the Airport Services Manager ensure that appropriate action is taken for providing prompt service to Emirates passengers to maintain and where required to restore the goodwill and confidence of passengers facing various adverse situations flight disruptions denied boarding etc Ensure that Service Level Agreements OTPs and EKAS KPIS are achieved in line with the company standards Manage station and lounge Emirates workforce so that they meet companys expectations for excellence Job Accountabilities Analyse the monthly Performance and produce monthly performance synopsis to provide feedback to ASM on the overall performance of the station The reportsynopsis shall include but not limited to workload handled by each unit productivity ratio actual performance vs the benchmark compliments and complaints ratio budget variance processservice enhancement supervisory staff performance against set benchmarks Performs Champions system based data analysis tools and skills assisting the team to comprehensively understand the station performance Investigate and analyse operational discrepancies to propose remedial measures to the ASM and independently respond to internal and external departments where the involvement of ASM is not necessary Control operations in crisisemergency situations Ensure where possible that there is a minimum disruption to operations and that issues are dealt with in a timely manner taking direction from the Airport Services Manager Senior Regional Manager Airport Services as required Mobilizes resources and leads the Airport team in the event of Flight Disruptions andor incidents involving Corporate Emergency Response Investigates all operational discrepanciessystems breakdownsSLA failures etc on shift basis and prepares reports and provides recommendations for corrective action to Airport Services Manager and Senior Regional Manager Airport Services Responsible for taking immediate action to rectify these including the deployment of staff and equipment as appropriate Coaches and counsels staff on areas requiring further improvement Develop and maintain relationships with internalexternal departments such as DGCA safety security police immigration customs etc to ensure facilitation of Passenger Services operational needs Responsible for the control and management of Airport Services employees on a shift basis ensuring that all supervisors and staff are regularly made aware of important operationalpolicy decisions that these are implemented and that staff discipline and morale is maintained at acceptable levels Keeping the ASM updated at all times Responsible for ensuring an efficient and productive utilization of staff and equipment to achieve the required service results in a costeffective manner Maintain efficient contingency systems and Leads the implementation of effective fallback measures in the event of a DCS Departure Control System disruption in coordination with ASM This is to ensure that the business continuity is maintained with total compliance with safety and minimal disruption to service delivery and ontime performance of flights Support the ASM in managing the annual budget of revenue expenses and capital expenditure Recommend to the
ASM cost efficient services that best represents value for money Create dynamic measurement and reporting systems for purposes of providing periodic reports on the operations Monitor and report to the ASM the overall performance of all areas in terms of costs revenue productivity quality safety and security Regularly analyse results with a view to proactively highlight emerging issues to the ASM As required conceive manage and implement short and midterm projects under the guidance of the Airport Services Manager Using Project
Management principles identify weaknesses in the operation and focus work efforts in a structured way on building a more robust airport services product
Educated up to degree level Must have completed 12 months in their current position Qualified to an advanced level in Passenger Services Ground Operations Baggage Claims Reservations Ticketing and Weight Balance Experience at Managerial level in Airport Passenger handlingOperations A strong awareness of Systems especially DCS ReservationsTicketing and Baggage Tracing Reconciliation and Microsoft systems Ability to communicate effectively written verbal at all levels Proven ability of leading motivating and developing staff An appreciation of the concept of customer service for internal as well as external customers Capable of working under pressure in an environment which requires a very high degree of initiative Fluent in French and English spoken and written Information Applicants must have the legal right to live and work in France The Company will not provide assistance with obtaining work permits
Management principles identify weaknesses in the operation and focus work efforts in a structured way on building a more robust airport services product
Competitive Benefits
Profit Share eligibility
