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 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.

The Passenger Services Duty Controller – Emiratisation will Support Passenger Services and Baggage Services on a shift basis in order to ensure a high quality, safe, efficient and cost-effective operation. Reporting to the Manager Airport Service (MAS), but in liaison with the Passenger Services Duty Manager (PSDM) ensure that appropriate action is taken for providing service excellence. Ensure service level agreements, OTPs and EKAS KPIs are achieved in line with the company standards.

In this role you will:

• Support shift Management and staff to ensure that service levels are delivered as per EK standards and SOPs are adhered to Passenger and Baggage services operations. Accountable for working independently and ensuring customer service quality is delivered to EK standards.
• Provide job coaching and guidance to shift staff to ensure performance improvement. Ensure all aspects of staff visual appearance are monitored and in line with uniform standards.
• Maintain high levels of interactions with internal and external departments to achieve a smooth process flow.
• Investigate all operational discrepancies/systems breakdowns/ SLA failure on shift basis and propose corrective actions to the Shift and Line Managers. Respond to internal and external departments where the involvement of the PSDM is not necessary.
• Control shift staff to ensure that they are regularly made aware of important operational/policy decisions and ensure that these are implemented.
• Assist MAS/PSDM on queue times and process times to ensure they are maintained at all passenger processing areas.
• Mobilize resources and lead the team in the event of Flight disruptions taking direction from the MAS/PSDM as required.
• Support MAS/PSDM in managing all Passenger and Baggage products/services to ensure that the products are fully utilized and customer’s expectations are achieved.
• Participate in airport development projects under the guidance of the MAS/PSDM.

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

• Hold a Bachelor’s Degree or Honours (12+3 or equivalent).
• Have at least 8 years of experience working in Airport Operations.
• Experience in an airline, airline ground services or airport ground handling environment, out of which at least 5 years should have been in a supervisory or junior managerial capacity.
• Should be proficient in check-in and reservation systems.
• Completed advanced courses in Passenger Handling.
• Should be proficient in Passenger Handling Procedures and Departure Control System.
• Have a good understanding of Airline Conditions of Carriage, International Civil Aviation Safety and Security Practices as stipulated by (ICAO / IATA) and local authorities.

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 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.