To 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.Job Outline:

• Plan

Plans observation schedule for Department ensuring a balanced distribution of observations

• 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 ManagementExperience:\xc2\xb7 Airport Operations. OtherKnowledge:\xc2\xb7 Bachelors degree or Diploma in business administration/aviation/ground handling/customer serviceExperience:\xc2\xb7 Bachelors degree: 2-4 years of experience in aviation/ ground handling/customer service\xc2\xb7 Diploma: 4-6 years of experience in aviation/ ground handling/customer service\xc2\xb7 Advanced understanding of airlines customer service product (specific airport related requirements) and Industry regulations for the assigned work area.\xc2\xb7 Advanced understanding of the aviation terminology\xc2\xb7 UAE driving license (for airside-based roles)\xc2\xb7 Preferably First Aid trained.\xc2\xb7 Advanced Supervisory Skills\xc2\xb7 Advanced Communication Skills\xc2\xb7 Advanced Writing Skills\xc2\xb7 English Language Skills- Level 5\xc2\xb7 Proficient Customer Management Skills\xc2\xb7 Proficient Planning and Organizing Skills\xc2\xb7 Proficient Data Collection and Analysis Skills\xc2\xb7 Proficient Safety Awareness Skills\xc2\xb7 Proficient IT and Computer Literacy\xc2\xb7 Proficient knowledge and understanding of relevant baggage system (where relevant)\xc2\xb7 Additional to Aircraft Appearance\xc2\xb7 Advanced knowledge of interior and exterior cleaning procedures preferred.\xc2\xb7 Advanced knowledge of cleaning chemicals and materials preferred.\xc2\xb7 Advanced understanding of the usage of Departure Control System\xc2\xb7 Proficient understanding of ICAO Conditions of Carriage and Local / International regulations and IATA pertaining to passenger and baggage acceptance. 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 hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on whats it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

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