dnata is one of the worlds largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 30 countries across six continents. At dnata, we are by your side for the entire travel experience.As a Service Delivery Controller (Resource & Facilities Customer Service Delivery), you will plan and execute the manpower, equipment and resources activities for customer services; Ensure there is optimum utilization of the resources and maintain quality service delivery in adherence with the service level agreements; Manage the facilities in a cost-effective manner whilst ensuring staff welfare.In this role, you will

• Review the operational engagement standards periodically and liaise with Resource Planning & Commercial team to ensure that -engagements are always in line with the Service Level Agreements (SLA) & any changes to the SLAs are immediately incorporated in the engagement standard document for that carrier.
• Perform internal audits to ensure SLAs conformance.
• Report all adhoc allocation vs billing at shift level/ Manager wise etc and analyse trends.
• Analyse manpower profiles generated by Resource Planning for seasonal and ad hoc requirements.
• Anticipate potential rostering problems and formulate solutions to achieve highest level of productivity and utilisation of this resource.
• Consistent review of the department rosters & deploy best practice within the group & outside to deliver optimal benefit for staff and business. Regular review of day of allocation to ensure roster plans are deployed in operations as required.
• Ensure that the number of qualified staff is maintained on roster to deliver the agreed SLA standards.
• Analyse the proposed planning scenarios and make recommendation to the line managers on optimisation of resources.
• Provide detailed analysis of year ahead manpower requirements during annual budget compilation.
• Work closely with the dept Support Manager & Manpower Optimization Manager on projects aimed at improving resource utilization/ occupancy & improved measurement.
• Prepare training plans and ensure Training Request Form submission before deadline to manage compliance.
• Review & manage the manpower requirements & mix (Full Time/ Part Time & Insource/ Outsource) in line with the budgeted numbers to ensure staff costs are always within budget.
• Manage and control the dnata stores unit consisting of stationary for airline customers and department assets.
• Ensure that stocks are maintained at cost effective levels whilst meeting all requirements of all internal and external customers.
• Liaise with concerned teams for the repair and maintenance of equipment like plasma screens, buggies.
• Ensure availability of replacements before scheduling equipment for repairs to maintain uninterrupted services to operations.
• Control all equipment maintenance / repair work with ground support equipment. Ensure maintenance slots are booked with the workshop, equipment released from operation and repair estimates are received.
• Be the focal point of contact of the department for internal and external stakeholders like Dubai Airports with regards to any changes with the existing facilities. Regular review of all existing facilities to ensure fit for purpose and maintain close liaison with the Facility Manager in regard to the department facility provision to the staff members. Make recommendations to department VP regarding upgrades to the existing facility where required.

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

• Bachelor's Degree and 5+ years experience in Airport Operations/Passenger Handling
• Real Time Control (RTC) experience is mandatory
• Have strong interpersonal, influencing and communication skills; display initiative under pressure to meet deadlines and deliver strong results
• Numerical and statistical understanding
• PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail

Youll have an edge if you have

• A certificate as a First-Aider or Fire-Warden

At dnata, part of Emirates Group, were committed to providing our employees with opportunities to grow and develop in their careers. So if youre looking for a challenging and rewarding opportunity, apply today and join our team!Recruitment Process and Timelinednata, part of Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your product experience and your career aspirations. If you are shortlisted you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group. 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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