Service Delivery Controller

2 weeks ago

Dubai, United Arab Emirates The Emirates Group Full time

Job Purpose: Responsible for review, communication and implementation of SOPs, work instructions and KPIs in the department, based on customer requirements, Corporate Integrated Management System, regulatory and industry standards, Quality Management Systems and departmental objectives and policies. Facilitate and represent the department at all external airline audits, change management processes, continuous improvement programmes & ensure all staff are updated on SOPs for relevant areas of operations. Job Outline: Plan - Create and maintain a holistic approach to staff training within cost centres by identifying and recommending the training requirements and ensure all staff are updated on SOPs for relevant areas of Operations. Execute - Design, amend and implement SOPs, work instructions for the department in consultation with Line Managers, Service Delivery Controllers, customer requirements, IMS, regulatory and industrial standards. Liaises closely with other departments to align the cross departmental SOPs to bridge gaps and eliminate conflicts. Ensuring all standards are in compliance with the QMS (Quality Management System) covering all aspects of ISO/AHS1000/ISAGO/CEIV/RA3 & DQA standards. - Ensures that close professional relationships are maintained with all external contacts including customer airlines, third party suppliers and government agencies. Support business units to ensure quality and profitable services are performed as per the agreed SLA to maintain high levels of customer satisfaction. - Provide management reports to an agreed schedule and ad-hoc analysis where required. Prepare review and set KPI targets for the department in consultation with the Vice President, Line Managers and Quality Assurance. Provide support to the department management in design, implementation and ongoing achievement of short and long term department objectives.Compiles KPI statistics for management review meeting (DTR etc) and communicates with Quality Assurance. - Support the quality audit programme, safety audit programme and performance management through spot checks. Audits the daily performance of each section of the Department by compiling performance statistics and measuring these against the established norms. Ensures that service delivery targets / KPI are achieved. Analyse variances and initiates corrective action by following up with the concerned shift in-charge / highlighting procedural or process flaws to the Line Managers with recommendations for improvement. - Identify service failures and facilitate incident / accident investigations. Establish trends in operational non-conformities and service failures, with evaluation of root causes and recommend preventive measures. Support line managers in implementing preventive and corrective action in their respective areas of responsibility and communicate with staff by means of learning logs and safety bulletins. - Maintain accurate records of non-people assets including equipment, facilities, IT hardware, communications devices etc. Ensures the maintenance plan for equipment and facilities is followed. Ensures Operations systems data is kept up to date (DMIS, AACS etc.) liaise with EGIT and provides input to the ongoing continuous improvement of these systems. - Assist with continuous improvement projects as directed by the department management, in various areas of the business, included but not limited to cost control, improvements on efficiency and productivity in accordance with standards and regulations. - Promotes effective internal communication within the department, drives new systems for enhanced staff communication and manages the tools for communicating to front line staff. Supports the business units in holding regular staff meetings within the department and providing performance statistics. - Facilitate, monitor and support the evaluation of staff while undertaking analysis of Annual Performance and development of assigned staff on the Performance Matters initiative.
Qualifications & Experience: Qualification: - Degree or Honours (12+3 or equivalent) - Graduate for non-specialist role - A' level for operational roles - Graduate in a specific area for specialist role Experience: Airport Operations. Other : 5+ Years Knowledge: - Working knowledge of product and process within the ground handling industry, with good understanding of aircraft loading, weight and balance, cargo and ULD handling, baggage handling, aircraft technical support functions, and aircraft appearance services. - The job holder is required to spend considerable amount of time in the Operations to ensure the requirements of the role is fulfilled. - Formal training and work experience in implementing and supporting Quality, Health & Safety, and Environmental systems will be a distinct advantage. - Working knowledge of IATA AHM, IATA DGR and ISAGO manuals and standards is essential. - Knowledge of DCAA and GCAA standards and regulations would be an advantage. - The j

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