JOB PURPOSE
Manage and ensure a 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’s 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.
1. JOB ACCOUNTABILITES AND OBJECTIVES
· Analyze 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 analyze operational discrepancies to propose remedial measures to the ASM and respond to internal and external departments where the involvement of ASM is not necessary.
· Review local procedures and 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.
· Assist with administrative duties in an accurate and timely manner e.g. Monthly Reports Performance Appraisals Baggage Claim settlements invoice verification general correspondence and complaint investigation and highlight areas of potential problems recurring discrepancies service failures and provide recommendations for continuous improvement. Coaches and counsels staff on areas requiring further improvement.
· Develop and maintain relationships with internal/external departments such as Airport authorities 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 officers supervisors and staff are regularly made aware of important operational/policy decisions that these are implemented and that staff discipline and morale is maintained at acceptable levels. Keeping the ASM updated at all time. Responsible for ensuring an efficient and productive utilization of staff and equipment to achieve the required service results in a cost-effective manner.
· Support the ASM in managing the annual budget of revenue expenses and capital expenditure. Recommend to the ASM cost efficient services that best represents 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 pro-actively highlight emerging issues to the ASM.
· As required conceive manage 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.
The job holder is responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment.
The jobholder is part of the senior airport management team and as such must be flexible in respect of his/her work timings (24hour call-out responsibility) and functions. The job holder must be prepared to work long and extended hours where necessary in times of disruption.