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Department Subject Matter Expert
3 weeks ago
Employment: Full Time
Overview
To provide subject matter expertise and guidance on shift, improving the quality and consistency of delivered services and deal with any operational issues or 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.
Responsibilities
Plan
- Plans observation schedule for the 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.
- Coaches staff on the required skills, knowledge, and behaviors to work safely. Provides support, direction, and acts as a role model for the desired safety behaviors and leading with safety.
- Provides technical assistance to ensure that work is completed efficiently and in compliance with procedures.
- Escalates behavioral 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 fallback 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 actions 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 processes/procedures and also to department management.
Ideal Candidate Profile
Minimum Qualifications/Experience/Knowledge/Skills
- Diploma in business administration/aviation/ground handling/customer service.
- 2-4 years of experience in aviation/ground handling/customer service.
- If holding a 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 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
- Compliance with operational procedures and instructions.
- Work completed in a timely manner.
- On-time performance.
- Accuracy of complaints and description reports.
About the Company
A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.
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