Airport Services Duty Manager - DXB

Airport Services Duty Manager - DXB - ‎23000423
United Arab Emirates
Closing Date: Jul 10th ‎2023

The Airport Service Duty Manager provides H24 management coverage to oversee
the daily operations of flydubai from the main hub station of DXB. They will
support the Station Manager by taking day-to-day responsibility for organising
and directing the on duty team of Airport Services Supervisors and Agents, and
overseeing the delivery of contracted suppliers.

KEY ACCOUNTABILITIES
Key Activities

‎1. Ensuring the delivery of agreed Service Level agreements/standards on a
shift basis through your team as well as individually. Monitoring and
recording local performance, giving feedback and coaching where necessary to
staff.
‎2. Support the Airport Service team in dealing with Customer issues, and/or
operational difficulties. Aim to resolve difficulties to the customer 's
satisfaction, in order to reduce consumer complaints and associated costs. Be
proactive in dealing with difficulties and pre-empt areas of disruption to
minimize Customer inconvenience
‎3. Monitor customer areas of the operation on a regular basis throughout the
shift, being available & flexible in dealing with Customer enquiries/issues
and reflecting the high standards of service at all times.
‎4. Ensure daily briefings take place to inform staff of relevant issues,
including safety, punctuality and service in addition to operational
requirements.
‎5. Monitor the overall operation performance, targeting areas of concern and
ensuring adequate levels of staff & resource are available to deal with
operation.
‎6. Roster adequate trained staff to cover the operation, allocating leave ad
overtime where necessary to maintain standards but with an awareness of
budgetary constraints..
‎7. Compliance with current HR policies & procedures, relating to Attendance
Management, Disciplinary & Discrimination..
‎8. Manage own time according operational need, ensuring that all areas of the
airport operation covered on shift. Assess the greatest need for assistance
and support at any one time.
‎9. Ensure security regulations are enforced, including Security Questioning
at point of check-in; passenger profiling, correct procedures for passenger
baggage reconciliation are carried out. Monitor the performance and compliance
of security subcontractors/providers..
‎10. Conduct staff appraisals, giving fair and constructive feedback on a
regular basis..
‎11. Maintain adequate stock for all areas, demonstrating good stock control
and minimal wastage
‎12. Ensure responsible handling and control of accountable documents and cash
on a shift basis..
‎13. Communicate and enforce safety regulations. Make sure work areas are safe
and take responsibility for hazards.
‎14. Ensure all work and Customer areas reflect flydubai standards.
‎15. Monitor booked loads and ensure the Supervisory team have planned
strategy to pre-empt overbookings or weight problems, which would necessitate
the upgrade/downgrade of customers, seeking voluntary offloads & dealing with
resulting denied boarding customers
‎16. Ensure all staff are fully conversant with local and flydubai Emergency
Procedures, and the communication action process for any incidents with
significant potential Customer or Media impact
‎17. Liaise with all stakeholders on a regular basis to maintain service
standards, and deal with any shortcomings in a timely and pro-active manner to
avoid reoccurrence. To include regular monitoring and auditing of Handling
Agent safety and compliance.
‎18. Capture and record daily operational statistics
‎19. Act as an Ambassador for flydubai at all times and as a 'role model' for
the Airport Service Team

Qualifications

MINIMUM QUALIFICATIONS / EXPERIENCE/ KNOWLEDGE / SKILLS

Minimum Qualification

* University Degree or equivalent experience

Experience

* ‎6 years + Airline/Handling Agent 
* ‎3 years + Supervisory/Management

Knowledge / Skills

* Broad knowledge and experience in airport operations 
* General knowledge of Load Control, DCS & Ticketing

Additional Requirements

* Must be fluent (oral, aural and written) in English - Arabic is desirable.
* Proven interpersonal, motivational skills together with excellent communication skills 
* Ability to assess, process and problem solve under pressure Demonstrated ability to lead a team 
* Demonstrated ability to build external relations 
* Cultural awareness

CORE COMPETENCIES

* Customer Focus
* Team work
* Effective Communication
* Personal Accountability  & Commitment to achieve
* Resilience and Flexibility (Can do attitude)
* Strategic Thinking
* Business Acumen
* Attention to Detail
* Decision Making

ISR Requirements
Reads and complies with the ISR policies of the Company and diligently
reports any weakness or incidents to the respective Line Manager or the
Information Security team. Completes all required ISR awareness sessions and
follows associated guidelines in the day to day business operations.