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.
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