DEPARTMENT OFFICER

• Job Purpose: JOB PURPOSE
  To direct and control all departmental activities on shift, act as point of
  contact and plan the availability of
  resources / equipment ensuring consistency, safe on-time performance and
  alignment with SLAs,
  standard operating procedures, shift demand and regulatory, legal and safety
  requirements.
  ‎2. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS (MAXIMUM OF ‎10)
  Plan


• Works with dOCC (dnata Operations Control Centre) Resource Allocators to plan and control manpower
  resources on shift to optimise utilisation and save costs in line with the
  standard operating procedures
  ensuring compliance with safety and service standards


• Reviews the flight schedule and ensures that the resource plan is aligned to the work demand.


• Forecasts any operational issues and ensures the availability of resources in the case of manpower
  shortages or equipment breakdown / maintenance
  Deploy


• Deploys resources based on the information provided from resource planning to ensure availability of
  resources for all flights/activities
  Lead


• Ensures that safety briefings are conducted regularly while intervening when there is risk exposure, role
  model safe behaviours and follows up on corrective actions


• Guides and leads Department Team Leaders to deliver the required services as per the shift requirements


• Discuss the shift challenges with the team and briefs on expectations and plan of action.
  Execute


• Complies with all relevant safety, quality and environmental management policies, procedures and
  controls to ensure a healthy and safe work environment
  Acts as a role model for the desired safety behaviours and wears the
  appropriate PPE and ensures that
  work is conducted in a safe manner
  Ensures safety of staff and that they have the skills, knowledge, and
  confidence to work safely by providing
  support, direction for the desired safety behaviors and leading with safety


• Follows all relevant departmental policies, processes, standard operating procedures and instructions so
  that work is carried out in a controlled and consistent manner


• Communicates regularly with key stakeholders to provide them updates on department activities on shift


• Coordinates regularly with other officers on shift to ensure that quality services, resources and safe on time performance are provided


• Contributes to the identification of opportunities for continuous improvement of systems, processes and
  practices, cost reduction and productivity improvement and feeds back to
  Department Management


• Ensures that all identified problems and escalated issues are resolved in a timely manner


• Develops the shift report summarizing shift performance and highlighting any service shortfalls and
  recommends solutions and corrective action


• Takes immediate action to rectify irregular operations in coordination with Flight Officer (where
  applicable), Service Delivery Managers and/or Manager dnata Operations through
  the deployment of
  resources on the shift for airside operations
  Additional to Customer Service:


• Directs on-time opening and closing of flights on the day of operations and ensures that concerned
  areas are communicated with the relevant information
  Additional to Special Handling


• Communicates with concerned stakeholders to ensure that any extra requirements for Buggy Operators,
  Wheelchair Attendants, Equipment Operators are available when requested

Qualifications & Experience: ‎3. MINIMUM
QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS
Qualifications:
Experience :
Airport Operations. Other

Knowledge/Skills:
* Bachelors degree or Diploma in business administration / aviation / ground handling / customer
service
* Experience:
* Bachelor Degree: ‎4-‎6 years of experience in aviation/ ground handling/customer service
* Diploma: ‎6-‎8 years of experience in aviation/ ground handling/customer service
* UAE driving license (for airside based roles)
* Preferably First Aid trained
* Advanced understanding of airlines customer service product (specific airport related requirements)
and Industry regulations for the assigned work area
* Advanced understanding of the aviation terminology
* Advanced Customer Management Skills
* Advanced Communication Skills
* Advanced Safety Awareness Skills
* Proficient Supervisory Skills
* Proficient Planning and Organizing Skills
* Proficient Writing Skills
* Proficient IT and Computer Literacy Skills
Additional to Customer Service:
* Advanced understanding of the usage of Departure Control System
* Proficient understanding of ICAO (International Civil Aviation Organisation) conditions of carriage and
local / international regulations and IATA (International Air Transport
Association) pertaining to
passenger and baggage acceptance.

Role KPIS

Safety:
* % Compliance with Safety procedures
* # of Safety meetings contacts
* # of Safety observations