Emirates Group

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 worlds 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.

About the role:

As a Manager Airport Services, you will manage EK Airport Services on a shift basis, as per area of responsibility (terminal, concourse or outstation), in order to achieve high levels of service delivery to customers whilst ensuring a safe, secure, efficient and cost-effective operation. Make sure all partner business units, including service providers, are working together to achieve quality end results for the customer and the operation. Tightly manage the service during operational disruptions to maintain customer confidence and play an active role in various department projects. Responsible for managing the EK Airport Services operations at the Hub and Outstations on 24/7 basis. There will be 3 roles as follows: Terminal - check-in, special services (UM, YP), STPC, Chauffeur Drive, TCC, IO, VIP, baggage arrival, Concourse - Boarding Gates, Transfer product, Lounges, Operations Services, and Transfer Baggage Outstations support to Station Managers across the network.

In this role, you will:

• Lead operational activities on shift basis, mobilising internal and external resources to meet operational demands. In case of the roles responsible for Dubai operations, deliver a shift action plan with briefings for shift managers/officers leading to clear set of shift priorities.
• Ensure consistency in shift decision making and leadership, enforcing strict adherence to service standards and procedures. In an effort to meet business unit and operational KPIs, role models strong teamwork across functions at the hub and also with network stations.
• Through presence at the airport or working through station staff (in case of outstations), closely manage unplanned contingencies/disruptions, through mobilising resources and developing a prompt action plan. Delegate discretionary authority to the relevant managers and other reporting staff, ensuring prompt service recovery at all times.
• Ensure Service Level Agreements and Ground Handling Contracts, as case may be, are adhered to by service providers and outsourced contractors, escalating complaints where necessary and pushing for timely resolution through a collaborative approach. Maintain good working relations with all internal and external stakeholders across the operation in order to deliver to operational targets.
• Generate daily shift reports covering activities and incidents, but also focussing on achievements and improvement opportunities. Highlight to concerned stakeholders, potential issues, recurring discrepancies and service failures presenting with recommendations for change.
• Proactively run random performance checks across the hub, ensuring implementation of the daily shift plan and in the case of network stations ensure achievement of customer service standards and integrity of aircraft departure schedules.
• As senior most operational manager on shift (for terminal, concourse or outstations), influence the VP Network Control on decisions related to changes in scheduled departures due to issues related to customer service or service recovery. Also advise VPNC of any immediate issues that require action inside our Operational Window of 72-hrs prior to departure and together with Senior Regional Manager Airport Services (SRMAS), will coordinate and centralise updates with QA as well as monitoring any IATA reports. Ideally AIR will be updated with any and current information etc.
• In order to maintain complete operational transparency, role holders in terminal and concourse at Dubai will require to constantly monitor the effects of their decisions on each other and the outstations (and vice-versa), so that decision making is not isolated but integrated for the benefit of the customer.

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

• Bachelor's Degree or Honours (12+3 or equivalent)
• 10+ years of experience in Airport Operations.
• Experience in Airport Operations, essential requirement being airline passenger handling and departure control systems, preferably dangerous goods handling, baggage handling and tracing, aircraft loading and load control/weight and balance.
• Extensive experience in all aspects of airport services with an international airline or ground handling agent at a large international airport, good working knowledge of International Aviation Safety Regulations and Practices.

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!

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers.