DEPUTY AIRPORT SERVICES MANAGER

1. JOB PURPOSE

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.

2. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS (MAXIMUM OF 10)

• 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 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 Regional Manager of Airport Services. Responsible for taking immediate action to rectify these, including the deployment of staffand 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.

3. MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS

Qualifications:

Degree or Honours (12+3 or equivalent)

Experience :

Airport Operations.Other

Knowledge/Skills:

7+ Years experience in Airport Operations.

Given the specific requirements at outstations, experience is required in Airport Passenger

handling/Operations, preferably at a managerial level.

Knowledge/ Skills:

- Qualified to an advanced level in Passenger Services, Ground Operations, Baggage Claims,

Reservations & Ticketing, and Weight and Balance preferably with experience within the Aviation

industry

Or

- Currently working within an Airport Operations environment with at least 7 years of experience in a

management role.

- Must be able to work under pressure in an environment which requires a very high degree of initiative

- The job holder is responsible for adhering to the relevant health and safety requirements and safe

working practices applicable to their employment.

- Strong knowledge of Reservations, Baggage Tracing, and various software packages used by the

Company such as Word, Excel, etc. Fluent in spoken and written English. Any other language will be an

advantage

Position is temporary for 1 year.