Department Subject Matter Expert (SSP) – Emiratisation

Job Purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

As a Department Subject Matter Expert you will 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.

In this role, you will:

• 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

Qualification

To be considered for this role, you must meet the below requirements:

• Bachelors degree or Diploma in business administration/aviation/ground handling/customer service

Experience:

• Bachelors 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:
• Customer Satisfaction
• Resolution of Customer complaints and outstanding issues
• Safety:
• Compliance with Safety procedures
• Safety meetings contacts
• 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.

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays worldwide.

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers