Terminal Services Controller, Cargo

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
Terminal Services Controller, dnata Cargo
, you will plan, review and control the operational activities of dnata cargo in line with the policies, procedures (DCOM) and regulatory requirements in order to facilitate operations in a cost-effective and efficient manner. You will be responsible for ensuring dnata contractual commitments and all product priorities are met without compromising operational safety and performance standards, and for controlling, developing and managing the dnata Tracing and ECC functions across dnata UAE cargo, ensuring continuous business excellence and world-class service to dnata customers.

In This Role, You Will

• Develop, review and recommend improvements to standards, procedures and special products to ensure changes to procedures and controls are clearly understood by employees. Ensure that risk assessments, process re-writing and manual updates are followed up by the respective departments to achieve continuous improvement of systems, processes and practices.
• Effectively plan cargo volumes, resources and equipment requirements (1 week to 24 hours) by understanding demand forecasts, planning capacity and rostering manpower and equipment to achieve efficiency targets and full resource coverage across all UAE cargo terminals.
• Monitor the financial performance of the concerned area against budgets and provide required information and inputs during budget preparation to ensure Cargo Terminal Department resource and equipment requirements are accurately reflected.
• Adopt innovative solutions and ensure a collaborative approach with all dnata cargo business units, using technology to drive engagement standards and resource mobility models across terminals.
• Work with the cargo leadership team to develop, refine and implement the manpower blueprint operating model for dnata Cargo.
• Review deployment of manpower, equipment and cargo systems against planning programme cycles and required expertise or skill sets.
• Manage direct reports to deliver work to the required standard within agreed timescales.
• Provide the daily operational briefing deck for execution by operations.
• Act as a focal point and represent dnata Cargo on matters related to special products (Dangerous Goods, Pharmaceutical, Perishable, Live Animals, etc.) with authorities including GCAA, DA, MOCCAE, Dubai Police, Dubai Customs and Dubai Municipality, and with internal and external stakeholders. Ensure compliance with IATA, ICAO, GCAA and DA regulations.
• Maintain the highest service standards to airlines and customers using terminal services by ensuring efficient handling of special products in compliance with ISO, IATA, CEIV, ICAO and UAE GCAA regulatory requirements.
• Take corrective actions on deviations identified in cargo operations and communicate required changes to operations staff.
• Identify opportunities for continuous improvement of systems, processes, practices and special cargo product management.
• Lead improvement initiatives across assigned areas to ensure best-practice synergies and alignment across terminals.
• Ensure unified processes are followed across terminals in collaboration with Shift Supervisors, Service Delivery Managers and Coaching and Compliance Coordinators.
• Ensure effective coordination, understanding and compliance with changing policies, systems and procedures to achieve dnata cargo customer service objectives.
• Provide and facilitate ongoing training and development for reporting staff to optimise performance, efficiency and career development.
• Supervise direct reports through formal and informal feedback to ensure work is carried out efficiently and in line with individual targets.
• Review and manage cargo terminal operational performance against individual and departmental targets.
• Manage staff disciplinary and capability processes in coordination with the respective Line Manager.
• Manage staff development in line with training needs and career paths and provide advice on career growth.
• Collaborate with the Talent Acquisition team on recruitment and selection activities in line with departmental budgets.
• Lead and control the Traffic Management System to ensure continuous improvement and alignment with appointment and dock management processes.
• Ensure compliance with all safety policies, procedures and controls to guarantee employee safety, legislative compliance and responsible environmental practices.
• Lead with safety by role modelling desired behaviours and ensuring staff have the skills, knowledge and confidence to work safely.
• Maintain records of shift activities related to terminal and departmental performance, including disruptions, deviations, root causes and preventative recommendations.
• Represent the Cargo Terminal or Department on behalf of the Line Manager at scheduled meetings with internal and external stakeholders.
• Manage terminal communications within published timeframes to ensure service commitments are maintained and operational changes are communicated.
• Conduct timely investigations with relevant stakeholders to gather and communicate facts to concerned business units, including Safety.
• Build and maintain strong relationships with stakeholders including DOCC, Customs, DAC, Airside Services, Dispatch, Load Control, Group Safety & Security, Airport Police, airline and agent customers.

This is a safety sensitive role.

Qualification

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

• Degree holder with certification in Air Cargo or Cargo Ground Handling.
• 6–8 years of experience in an operational role within Air Cargo or other logistical services.
• UAE Driving License.
• Valid license for operating equipment (Airport Driving Permit).
• Proficient knowledge of Cargo Terminal Operations, Ramp Operations, Passenger Services, Baggage Services and Operations Services.
• Proficient knowledge of operational IT systems (Camsys, DSSm, ALTARS, CMS).
• Proficient supervisory skills.
• Proficient IT and computer literacy.
• English Language Skills – Level 5.
• Advanced safety awareness skills.
• Advanced communication skills.
• Advanced writing skills.

At dnata, part of Emirates Group, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're looking for a challenging and rewarding opportunity, apply today and join our team

Recruitment Process and Timeline
dnata is part of Emirates Group, an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your product experience and your career aspirations. If you are shortlisted you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group

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 hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website Further information on what's it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.