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: MINIMUM
QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS Knowledge/Skills: Bachelor's degree
or Diploma in business administration/aviation/ground handling/customer
service Experience: Bachelor's degree: ‎2-‎4 years of experience in aviation/
ground handling/customer service Diploma: ‎4-‎6 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 Additional to Customer Service Advanced understanding of the usage
of Departure Control System Proficient understanding of ICAO Conditions of
Carriage and Local / International regulations and IATA pertaining to
passenger and baggage acceptance 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
Leadership Role: Yes Safety Sensitive Role : Yes Details/Hazards - Working at
Height (greater than1m) - Heavy lifting (As an individual not greater than
32Kg) - Working in areas with motorised mobile equipment - Work in confined
spaces - Airport Driving Permit - Work in a noisy environment - Work in
extreme temperature conditions - Exposure to contact with moving/falling
objects.
Salary & Benefits: 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 what's it like to live and
work in our cosmopolitan home city, can be found in the Dubai Lifestyle
section.