DN Service Delivery Officer

at  The Emirates Group

Job Purpose: Organise and control the set-up of Route Capacity Control Advice (RCCA) data in Departure Control System (DSC) MACS for all non-EK airlines (including Fly Dubai, total of 80 carriers) to ensure safe weight and balance of the aircraft and efficient control of check-in functions. Serve as subject matter expert (SME) for the Flight Management Unit (FMU) team.

Job Outline:

• Develop and maintain centralised DCS Route Capacity Control Advice (RCCAs) required for all airlines operating out of Terminal 1, 2, DWC & Outstations (such as Fly Dubai) ensuring highest degree of accuracy. This is to provide the accurate data to load control to maintain the correct weight and balance for the aircraft thereby ensuring flight safety.
• Research and investigate RCCA interface issues related to airline’s native DCS. Liaise and negotiate with airline’s DCS headquarters to resolve anomalies and give recommendations for enhancements.
• Monitor and ensure all flights are opened and edited with the right details (aircraft type, configuration, registration, PNLs, etc.) in the various airline DCS in conformity with airline requirements thus ensuring that through check-in and advance local check-in facilities are provided promptly.
• Provide operational support to airlines in event of system irregularities and specify system change requirements in order to provide an error free system to ensure smooth operations. Analyse operations/ customer feedback related to any system issues, identify root causes and give recommendations for enabling robust system solutions.

-Manage post departure message retrieval facility in order to cater to customer requirements( airlines) like e-ticket list, check -in history, security lists, passenger manifests, etc. and update the relevant billing modules in (DMIS) for invoicing purposes. Provide additional documents on daily basis to various stakeholders like group security, various airlines, etc. for important investigations while ensuring that there is compliance with date protection regulations.

• Authenticate system integrity for new airlines by testing various critical elements such as Passenger Name List (PNL/ADL(additional/deletions)) formats, SSR (service related)elements, post departure message delivery, etc. are conducted, prior to commencing operation to ensure all SSR elements are processed in the system automatically to eliminate human errors.
• Maintain in co-ordination with MACS database teams, the setup of teletype addresses in the system to enable automatic dispatch of post flight operational message to the correct recipients. Maintain a database of Non-SITA member’s email addresses to dispatch post departure messages.
• Accountable to validate and maintain special excess baggage rates and free baggage allowance tables in DMACS-GUI system for various carriers to eliminate discrepancies with regards to excess baggage acceptance. Ensure all ad-hoc charges and baggage tag details are entered in DMIS for revenue optimization.
• Coach and train staff as and when required on the various DCS/Procedures thus ensuring a continual development of staff and improvement in the Services provided.

Qualifications & Experience: Customer Service/Customer Relations : 5+ Years
12 Years schooling or equivalent
It is desirable to be a certified First-Aider or Fire-Warden.
Knowledge/skills:
Knowledge of Airport communication systems such as : ( BRS, DIMIS, FIDS,UFIS, and DCS )
Advanced courses in Passenger Handling and Weight and Balance Proficiency in operation and controlling of 7 Departure Control Systems
Proficiency in spoken and written English.
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 www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section

• Authenticate system integrity for new airlines by testing various critical elements such as Passenger Name List (PNL/ADL(additional/deletions)) formats, SSR (service related)elements, post departure message delivery, etc. are conducted, prior to commencing operation to ensure all SSR elements are processed in the system automatically to eliminate human errors.
• Maintain in co-ordination with MACS database teams, the setup of teletype addresses in the system to enable automatic dispatch of post flight operational message to the correct recipients. Maintain a database of Non-SITA member’s email addresses to dispatch post departure messages.
• Accountable to validate and maintain special excess baggage rates and free baggage allowance tables in DMACS-GUI system for various carriers to eliminate discrepancies with regards to excess baggage acceptance. Ensure all ad-hoc charges and baggage tag details are entered in DMIS for revenue optimization.
• Coach and train staff as and when required on the various DCS/Procedures thus ensuring a continual development of staff and improvement in the Services provided