Deputy Airport Services Manager- Emiratisation

At Emirates, we believe in connecting the world, to and throughour global hub in Dubai and in constantly innovating to ensure our customers ‘Fly Better’. Emirates is the world’s largest international airline, and our airport operations are some of the most demanding, dynamic yet rewarding environments to work in. Everyone has an important part to play in keeping our busy airport on schedule! There are a number of important activities happening “above and below the wing” to ensure our airport operations always run smoothly efficiently and safely.

About the Role:

As a Deputy Airport Services Manager, you will manage and ensure safe, efficient, cost effective, and timely airport shift operations so that Emirates image, reputation, and passenger service levels are maintained and enhanced, as per the criteria set forth by the Company commercial, safety, and security policies, standards, and procedures. In liaison with the Airport Services Manager ensure that appropriate action is taken for providing prompt service to Emirates passengers to maintain, and where required, to restore the goodwill and confidence of passengers facing various adverse situations (flight disruptions, denied boarding, etc.) Ensure that Service Level Agreements, OTPs, and EKAS KPIs are achieved in line with the company standards.

In this role you will:

• Analyse the monthly Performance and produce monthly performance synopsis to provide feedback to ASM on the overall performance of the station. The report/synopsis shall include but not limited to: workload handled by each unit; productivity ratio; actual performance vs. the benchmark; compliments and complaints ratio; budget variance; process/service enhancement; supervisory staff performance against set benchmarks. Performs & Champions system-based data analysis tools and skills, assisting the team to comprehensively understand the station performance.
• Investigate and analyse operational discrepancies to propose remedial measures to the ASM and independently respond to internal and external departments where the involvement of ASM is not necessary.
• Control operations in crisis/emergency situations. Ensure where possible that there is a minimum disruption to operations and that issues are dealt with in a timely manner taking direction from the Airport Services Manager/Regional Manager Airport Services as required. Mobilizes resources and leads the Airport team in the event of Flight Disruptions and/or incidents involving Corporate Emergency Response.
• Investigate all operational discrepancies/systems breakdowns/SLA failures etc. on a shift basis and report and provide recommendations for corrective action to Airport Services Manager and RegionalManager of Airport Services. Responsible for taking immediate action to rectify these, including the deployment of staff and equipment as appropriate. Coaches and counsels? staff on areas requiring further improvement.
• Develop and maintain relationships with internal/external departments such as DGCA, safety, security, police, immigration, customs, etc. to ensure facilitation of Passenger Services operational needs.
• Responsible for the control and management of Airport Services employees on a shift basis, ensuring that all supervisors and staff are regularly made aware of important operational/policy decisions, that these are implemented, and that staff discipline and morale are maintained at acceptable levels. Keeping the ASM updated at all times. Responsible for ensuring an efficient and productive utilization of staff and equipment to achieve the required service results in a cost-effective manner.
• Maintain efficient contingency systems and lead the implementation of effective fall-back measures in the event of a DCS (Departure Control System) disruption in coordination with ASM. This is to ensure that business continuity is maintained with total compliance with safety and minimal disruption to service delivery and on-time performance of flights.
• Support the ASM in managing the annual budget of revenue, expenses and capital expenditure. Recommend to the ASM cost-efficient services that best represent value for money.Create dynamic measurement and reporting systems, for purposes of providing periodic reports on the operations.Monitor and report to the ASM the overall performance of all areas in terms of costs, revenue, productivity, quality, safety, and security.Regularly analyse results with a view to proactively highlighting emerging issues to the ASM.
• Manage, conceive, and implement short and mid-term projects under the guidance of the Airport Services Manager. Using Project Management principles, identify weaknesses in the operation and focus work efforts in a structured way on building a more robust airport services product.