Department Subject Matter Expert

Job Purpose: JOB PURPOSE 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 ACCOUNTABILITIES LINKED TO
OBJECTIVE AREAS - 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 Management.
Qualifications & Experience: Qualification : - High School or Diploma in
business administration/aviation/ground handling/customer service Experience:
- Diploma: ‎2+ years of experience in aviation/ ground handling/customer
service - 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 - UAE
driving license (for airside based roles) - Preferably First Aid trained -
Advanced Supervisory Skills - Advanced Communication Skills - Advanced Writing
Skills - English Language Skills- Level ‎5 - Proficient Customer Management
Skills - Proficient Planning and Organizing Skills - Proficient Data
Collection and Analysis Skills - Proficient Safety Awareness Skills -
Proficient IT and Computer Literacy Additional to Airside Operations -
Proficient knowledge and understanding of relevant baggage system (where
relevant) Additional to Aircraft Appearance - Advanced knowledge of interior
and exterior cleaning procedures preferred - Advanced knowledge of cleaning
chemicals and materials preferred Role KPIS Operations: - Compliance with
operational procedures and instructions - % Work completed in a timely manner
- % on-time performance - Accuracy of complaints and description reports
People: - Frequency of feedback & appraisal meetings - % Staff Satisfaction -
Number of compliance checks completed per cycle Customer: - % of Customer
Satisfaction - Resolution of Customer complaints and outstanding issues
Safety: - % Compliance with Safety procedures - # of Safety meetings contacts
- # of Safety observations