Airlines - Corporate Operations

Description:

Leading, engaging, and developing a high performance passenger services team at the airline hub, consistently delivering high standards of service against rising customer expectations, while improving operational efficiency, safety/security and keeping within financial budgets. Provide guidance into long-term passenger services vision, strategic planning, and facilities development in Dubai airport through building and maintaining close relations with Dubai airport authorities in line with the vision of the company.

Accountabilities: - Collaborate with DVP Business Support and Passenger Services Development, on creating a long-term strategy for the passenger services product at the hub. This will include passenger handling support provided to code share arrangements with other airlines in Dubai. With a keen focus on customer satisfaction, safety, security and on-time performance including minimum connection time, implement and tightly manage service delivery towards achieving the short and long term service strategy, also promoting a proactive management culture in anticipating future threats and building on opportunities.

- Develop, agree and implement a strategy for improving the management and performance of the Passenger Services team which compromises of almost 40 managers. Cascade the delivery of plans through the creation of a strong performance-based culture at all levels of Passenger Services, ensuring that priorities, targets and accountabilities are defined, measured and achieved. Ensure performance measurements are established, communicated, prioritized and implemented for all teams in Passenger Services in a timely manner.

- Spearhead a robust, ongoing, and transparent internal communication strategy with Passenger Services staff to build trust and encourage open dialogue and continuously review the use of latest technology platforms in enabling real time two-way staff engagement for motivation and feedback. Accountability includes increasing organisational awareness and feeling of belonging through relevant mediums such as the EKAS website, increased engagement of staff with management, proactive use of the personalised admin and query handling service through the centralised Admin Service Centre, increased frequency of interaction with line and shift managers, increased recognition of good performance.

- In conjunction with other internal/external stakeholders, nurture a healthy working relationship and critically evaluate all incidents and reasons for service failure, poor incident handling or industrial injuries. Guide, motivate and empower the stakeholders to develop remedial plans and drive management action.

- Manage the process of providing operational feedback into service standards, procedures, quality assurance programmes and service level agreements with service providers. Stay abreast of competitors? efforts, aggressively pursuing new ways to contribute to overall passenger satisfaction and service improvement.

- Direct processes of defining staff requirements for future growth (including recruitment specification language, nationality, gender, demographics), hiring of manpower, staff engagement, performance management, training and development, also mentoring the team of direct reports.

- Define and publish business goals and operational Key Performance Indicators ( KPIs ), for all end results in that regard. Creatively manage excess baggage and other revenue streams at the hub, ensuring yearly targets are achieved.

- Collaboratively with Customer Affairs Service Audit department (CASA) and other EKAS stakeholders, agree on a service audit programme, ensuring timely corrective action is taken within the operation whenever deviations from standards and processes are flagged.

- Provide regular supervision to ensure EKAS future requirements that fall within the scope of the digital and innovation program within the group are fully met. Collaborate with DVP Business Support and Passenger Services Development (EKAS), to ensure future digital and innovative projects complements or replaces existing BAU (business as usual) projects. Where opportunity presents, together with IT and DVP Business Support and Passenger Services Development, jointly investigate and adopt efficient technologies to simplify and improve the customer experience that falls within program/project scope.

Requirements:

QUALIFICATIONS & EXPERIENCE

Degree or Honours (12+3 or equivalent)

Airport Operations: 12+ Years

Knowledge/skills:
- Experience in Airport Operations with at least 5 years in a senior managerial capacity.

- Previous experience and training in airline passenger handling and departure control systems is an essential requriement.

- Preferred 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 and carriers conditions of carriage.

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