Department Officer - DWC

Job description / Role

Employment: Full Time

Job purpose

dnata is one of the world's largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.

Plan and control all marhaba and check-in anywhere and other products activities at designated areas to ensure exceptional customer service by efficiently handling customer inquiries, resolving issues, and providing support across various communication channels.

• Work with resource allocators to plan and control manpower resources on shift to optimise utilisation and save costs in line with the standard operating procedures ensuring compliance with safety and service standards.
• Review the flight schedule and ensure that the resource plan is aligned to the work demand.
• Forecast any operational issues and ensure the availability of resources in the case of manpower shortages or equipment breakdown/maintenance.
• Ensure sufficient staff and equipment for operations and lounge are available for shift in cooperation with DXB allocators/shift controller as per agreed service standards. This includes planning for off airport locations.
• Deploy resources based on the information provided from resource planning to ensure availability of resources for all flights/activities.
• Ensure that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follow up on corrective actions.
• Guide and lead Department Team Leaders to deliver the required services as per the shift requirements.
• Discuss the shift challenges with the team and brief on expectations and plan of action.
• Lead the team to accommodate LMR and increase revenue. Investigate SF, evaluate trends, and share a case study to improve operational efficiency.
• Coach, motivate and develop the marhaba check-in anywhere and DWC team to achieve high morale, discipline, and grooming standards.
• Update and maintain the AHM data within the Weight and Balance Systems for both EK, FZ and selected OAL on a shift basis. (Load Control Specific)
• Provide on-job training to the Load Control Department on the Weight and Balance Systems. (Load Control Specific)
• Initiate any incident reports that are related to Load Control software to be presented to the vendor for investigation. (Load Control Specific)
• Comply with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.
• Act as a role model for the desired safety behaviours and wear the appropriate PPE and ensure that work is conducted in a safe manner.
• Ensure safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction for the desired safety behaviours and leading with safety.
• Follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
• Communicate regularly with key stakeholders to provide them updates on department activities on shift.
• Coordinate regularly with other officers on shift to ensure that quality services, resources and safe on-time performance are provided.
• Contribute to the identification of opportunities for continuous improvement of systems, processes and practices, cost.
• Develop the shift report summarizing shift performance and highlighting any service shortfalls and recommend solutions and corrective action.
• Take immediate action to rectify irregular operations in coordination with Flight Officer (where applicable), Service Delivery Managers and/or Manager dnata Operations through the deployment of resources on the shift for airside operations.
• Proactively seek feedback from internal and external customers and provide recommendation for improvements to the Product Manager and Operations Manager.
• Conduct regular and periodic meetings with supervisors and frontline staff, to ensure the team is constantly updated on operational matters and to maintain the flow of information.

Qualification

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

• Bachelor's degree or diploma in business administration, aviation, ground handling or customer service.
• Experience of 6-8 years in aviation, ground handling or customer service.
• UAE, GCC or international driving license (for airside based roles).
• Advanced understanding of the usage of AACS (Airport Activity Control System), BELT (Baggage Excellence and Location Tool) and RTC (Real Time Control).
• Advanced understanding of airline requirements and customer SLAs.
• Proficient understanding of the turnaround process.
• Basic knowledge of weight and balance.

Critical competencies

We want potential stars to help us deliver on the promises our customers make. Be a part of our success story.

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 hotel stays around the world. Further information on what it's like to live and work in our cosmopolitan home city can be found in the Dubai Lifestyle section.

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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