Job Description
dnata Airport Operations’ vast ground handling operations successfully service the major global hub that is Dubai International Airport. We deliver a seamless experience from check-in to baggage delivery for more than 80 million passenger and 140 scheduled airlines annually.
As Manager Quality Assurance, you will lead and direct the Quality Assurance department, collaborating with department management to ensure the effective and timely design, development, implementation and improvement of dnata Airport and Cargo Operations Quality Program in accordance with the applicable local, regional and global standard. This is a full-time role and is based in our Dubai office.
In this role, you will:
- Lead the implementation of Quality Assurance initiatives across dnata Airport Operations and Cargo departments, including Quality Management Systems (QMS), ISO 9001 ISO 14000 and ISO 45000 accreditation, The IATA Safety Audit for Ground Operations (ISAGO), IEnvA (IATA Environmental Assessment), Strategic Quality Planning (SQP), Total Quality Management (TQM) and the excellence framework.
- Lead the Quality Assurance team and operational activities, ensuring alignment with IATA, GCCA, local Civil Aviation regulations, and dnata Airport Operations policies and procedures, with a focus on quality, safety, sustainability, and cost-effectiveness. Additionally, oversee and facilitate dnata Airport and Cargo Operations' implementation and maintenance of Quality, Environment, and Occupational Health & Safety (QHSE) management systems to ensure compliance with regulatory and organisational standards.
- Lead the maintenance of internal, external and customer airline documentation (dnata Library) by managing all processes, procedures, work instructions, Quality and Environment Management System documents, ensuring they are effective, efficient, and continuously improved.
- Develop and oversee the strategic direction of the Quality and Environment Management System, ensuring it aligns with organisational objectives and industry standards, while driving continuous improvement initiatives, fostering a culture of quality, and enabling data-driven decision-making to achieve operational excellence and long-term success.
- Plan, implement and monitor the annual audit program, customer airline audits, external audits, and other regulatory inspections, identify non-conformities, gaps or deficiencies and propose corrective measures and robust alternative solutions. Monitor and assure that corrective actions are deployed effectively by the responsible line manager and department head.
- Manage relationships with internal and external stakeholders by developing and maintaining strong partnerships to drive optimal performance and ensure compliance with the Quality and Environment strategy. Advise the Accountable Manager on quality-related matters, providing necessary information, audit insights, inspection results, and corrective actions to support the effectiveness of the Quality System.
- Adopt and implement a benchmarking framework across dnata Airport and Cargo Operations to consistently monitor and enhance departmental performance, fostering a culture of innovation and continuous improvement by identifying opportunities to streamline processes, incorporate best practices, reduce costs, and increase productivity, ensuring alignment with leading industry standards and maintaining accreditation.
- Develop and implement a robust Management of Change and Risk Management framework to support business units in identifying, assessing, and mitigating risks associated with operational changes, ensuring compliance with regulatory standards, business continuity, and alignment with organizational objectives.
- Lead the Quality Assurance department through establishment of an appropriate organisational structure, assignment of tasks and resources to meet service standards, and monitoring performance, development and competence of the team.
