Service Delivery Supervisor

at  The Emirates Group

Job Purpose: As a Service Delivery Supervisor , you will be responsible in controlling assigned Airside Operations activities on shift ensuring consistent quality service delivery and safe on time performance in compliance with regulatory, legal and safety requirements and dnata’s Standard Operating Procedures.

In this role, you will:

• Delivers safety briefings as directed by Department Management while intervening when there is risk exposure, following up on corrective actions and carries out safety observations as planned and ensures feedback/coaching is given to the concerned staff on the correct process/procedures.
• Identifies any non-conformance and discrepancies in processes and ensures that the appropriate corrective action are implemented in line with regulations and SLAs.
• Actively monitor staff on shift to ensure all are current with regulatory and mandatory training. Report any deviation to Service Delivery Manager.
• Supports all ISAGO, airline and internal audits by ensuring that all staff on shift are briefed and fully aware of all SOPs.
• In consultation with the Resource allocator ensures adequate resources are planned and deployed in all areas and all equipment used is in serviceable condition.
• Monitors all the flights and ensure that all activities are carried out as per the airline requirements.
• Monitors ULD requirements on a real-time basis for customer airlines and ensure timely provisions to all relevant areas such as Cargo terminals and Baggage Make-up area.
• Maintains proper housekeeping of Racks and ULD Yard areas and ensure that all ULDs are stored airline wise.
• Monitors the stack preparation for each carrier by following carrier specific guidelines, where applicable and ensures inventory control is maintained for all ULDs entering and leaving the yard/racks.
• Ensures that all airline property/ULDs entrusted to dnata within the relevant area are used and handled safely and in accordance with the individual carrier requirements or IATA guidelines.

Qualifications & Experience: To qualify for the role, you must meet the below.

• Degree or Diploma in business administration/aviation/ground handling/customer service.
• Bachelor’s degree: 2-4 years of experience in aviation/ ground handling/customer.
• Diploma: 4-6 years of experience in aviation/ ground handling/customer service.
• Advanced understanding of the aviation terminology.
• Advanced understanding of airlines customer service product (specific airport related requirements) and Industry regulations for the assigned work area.
• Advanced Supervisory Skills.

In this role, you will:

• Delivers safety briefings as directed by Department Management while intervening when there is risk exposure, following up on corrective actions and carries out safety observations as planned and ensures feedback/coaching is given to the concerned staff on the correct process/procedures.
• Identifies any non-conformance and discrepancies in processes and ensures that the appropriate corrective action are implemented in line with regulations and SLAs.
• Actively monitor staff on shift to ensure all are current with regulatory and mandatory training. Report any deviation to Service Delivery Manager.
• Supports all ISAGO, airline and internal audits by ensuring that all staff on shift are briefed and fully aware of all SOPs.
• In consultation with the Resource allocator ensures adequate resources are planned and deployed in all areas and all equipment used is in serviceable condition.
• Monitors all the flights and ensure that all activities are carried out as per the airline requirements.
• Monitors ULD requirements on a real-time basis for customer airlines and ensure timely provisions to all relevant areas such as Cargo terminals and Baggage Make-up area.
• Maintains proper housekeeping of Racks and ULD Yard areas and ensure that all ULDs are stored airline wise.
• Monitors the stack preparation for each carrier by following carrier specific guidelines, where applicable and ensures inventory control is maintained for all ULDs entering and leaving the yard/racks.
• Ensures that all airline property/ULDs entrusted to dnata within the relevant area are used and handled safely and in accordance with the individual carrier requirements or IATA guidelines

Qualifications & Experience: To qualify for the role, you must meet the below.

• Degree or Diploma in business administration/aviation/ground handling/customer service.
• Bachelor’s degree: 2-4 years of experience in aviation/ ground handling/customer.
• Diploma: 4-6 years of experience in aviation/ ground handling/customer service.
• Advanced understanding of the aviation terminology.
• Advanced understanding of airlines customer service product (specific airport related requirements) and Industry regulations for the assigned work area.
• Advanced Supervisory Skills