Standards & Procedures Specialist (EKAS)- Emiratisation

About the Role:

The job holder is responsible for providing support for reviewing and updating all Manuals including Passenger Services, Ground Operations, Aircraft Cleaning & Cabin Dressing and Freighter Weight & Balance Manuals in accordance to the Industry and Emirates Standards so that all EK flights and passengers are handled in a safe, efficient and consistent manner. The job holder is also accountable for authoring of standard operating procedures and work instructions at Passenger Services at the Hub.

What you will do:

• In accordance with industry/regulatory changes and in response to operational concerns/feedback, maintain the Ground Operations Manual (GOM), Aircraft Cleaning and Cabin Dressing Guide (AC&CDG), Passenger Service Manual (PSM), Freighter Weight & Balance Manual (FW&BM) and all other network-wide operational manuals covering safety, security and regulatory aspects, ensuring timely distribution and ascertaining that instructions are effectively followed by Ground Service Providers network-wide. Also, ensure preparation and timely communication of network bulletins, updates and circulars which affect the safety and security of Emirates operations throughout all airports network-wide.
• Support Mercator Airline Check-in System (MACS) stations, including non-Centralised Load Control (non-CLC) locations within Emirates network to produce Aircraft Communication Addressing & Reporting System (ACARS) load sheet as necessary and to ensure that the correct weight report is used to prepare the load sheet by dnata Load Control Officers (LCO) by frequent checks. Undertake User Acceptance Testing (UAT) for all MACS enhancements to be promoted by Emirates Airport Systems and test the feasibility of such entries and their overall benefit to the user community MACS network wide.
• Review the Emirates Performance Reports (EPR), investigate discrepancies including those pertaining to Weight & Balance and Ramp handling, in liaison with all relevant Airport Services & SkyCargo Managers, initiate & obtain corrective actions with the station concerned & relevant stakeholders to prevent a recurrence. Establish trends in operational non-conformities and service failures, with evaluation of root causes and recommend preventive measures and make required adjustments to manuals and processes as a result. Respond with guidance to requests from outstations on matters involving local issues or problems which require clarity and/or direction from Head Office, so that stations are given the information they need, in a timely fashion.
• Design, revise, develop and arrange for the printing of passenger service operational forms and stationary items, especially when new aircraft and/or new stations are introduced. This stationery conforms to International Air Transport Association (IATA) International Civil Aviation Organisation (ICAO) standards, so that the highest level of safety and security within ground operations/passenger service is maintained.
• Responsible for maintaining the Airport Information Repository (AIR) for Airport Services for operating various aircraft types to each airport throughout the network by considering the facilities including engineering equipment at stations. Coordinate with Emirates Engineering to prepare Seat Selection Charts (SSCs) for all new aircraft types entering the fleet and update the existing SSCs for any reconfigured aircrafts.
• Ensure that semi-permanent Electronic Data Processing (EDP) data for each aircraft in the fleet is updated and advised to the network, so that accurate data is used for the preparation of Weight & Balance documents and check in systems. Ensure by random checks that stations are following the directives given by Airport Services Head Office pertaining to Aircraft Communication Addressing & Reporting System (ACARS) load sheet, automated Estimate Zero Fuel Weight) (EZFW) to Lufthansa Integrated Dispatch Operations (LIDO) and SkyChain interface to MACS/Altea FM (Flight Management).
• Prepare instructions for the handling of HAJ/UMRAH passengers, based on the rules and regulations issued as a circular by the Saudi Arabia authorities and disseminate to the network and other relevant departments. Liaise with procurement and stores to ensure sufficient stationery is in stock. Liaise with Airport Services Manager JED for the procurement of landing cards and issue instructions for loading.
• Provide support to identify changes within Emirates and the industry in general which require the development and implementation of new passenger handling methods and recommend appropriate action to be taken, so that Emirates retains its competitive edge and minimize risk. Ensure all new and revised governmental policies i.e. Passport, Visa, Customs and Health requirements received from network stations, including Dubai Government, are forwarded to the Editing team to update relevant information on electronic Travel Information Manual (TIMATIC) and hard copies (TIM) pages and verify changes to local customs and regulations from Immigration, Emirates Security and Embassies/Consulates. Coordinating with TIMATIC Editing team on matters relating to improving/simplifying the content of TIMATIC/TIM pages to benefit those accessing it.
• As delegated, responsible for ensuring all adhoc projects are well handled in collaboration with other stakeholders involved. Ensure current procedures and processes are evaluated and stakeholders are notified of change in business rules of all adhoc projects.
• Support Learning & Development (Training dept) in formulation of e-learning courses and other relevant training material related to customer acceptance and handling. Evaluate final e-learning modules and ensure the content is in accordance with the Emirates polices and procedures, regulatory requirements and country rules and regulations.