Team Leader - 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.

As team leader you will have to manage all airside activities related to the assigned areas on shift, ensuring dnata provides the best services to the customer airlines in line with its standards and procedures.

In this role, you will:

• Plan the distribution and allocation of resources in area of allocation to ensure the assigned activities are completed on time and in line with the SOPs.
• Ensure safety of staff and guide them to work safely by providing support, direction, whilst being a role model for the desired safety behaviours and leading with safety.
• Organize and supervise the work of a small team on the day of operations to ensure that work is completed efficiently and in compliance with procedures and service standards.
• Lead team of staff on the day of operations, who are undertaking related activities to handle incoming and outgoing flights as allocated.
• Assist supervisors to handle shift briefing of the team, at the start of shift, for the responsibilities on the day of operations so that staff are aware of what is expected of them in line with the SLAs.
• Provide performance feedback from the day of operations of staff on shift to their respective line managers.
• Ensure that all equipment and devices allocated to the team are used and cared for appropriately.
• Intervene and take immediate action when there is risk exposure, role model safe behaviours and follow up on corrective actions.
• Conduct safety briefings regularly at the beginning of the shift to ensure that all safety standards are adhered to.
• Comply with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.
• Ensure implementation of work instructions on the day of operations and compliance to established standard operating procedures.
• Ensure smooth and efficient baggage reconciliation, build up and on-time delivery at both departure and arrival.
• Manage and monitor the allocated resources both staff and equipment and the safe arrival and on-time departure activities.
• Plan staff allocation and assist supervisor in preparing shift reports, update all flights allocation.
• Brief team members, delegate tasks and oversee activities on special carriers handling instructions while assisting supervisors to promote best and safe practices at work.
• Monitor belt system and follow up missing bags.
• Coordinate with service delivery supervisor and report any baggage handling system issues or delay of any baggage discharge to make-up area.
• Ensure that all unidentified or unknown bags are investigated and connected to the respective flights aligned to the security processes.
• Communicate with service delivery supervisor in the event of left behind baggage and ensure to rush the bags on first available flight.
• Communicate with service delivery supervisor and other internal departments to ensure timely provision of required ULDs for baggage build-up.
• Monitor aircraft interior (cabin, cargo compartments) cleaning, aircraft exterior washing activities aligned to dnata training standards in order to meet relevant industry and airline requirements.
• Obtain acknowledgement of cabin crew or airline representative upon completion of aircraft interior cleaning, aircraft exterior washing activities via the cabin acceptance form to record satisfactory completion of the service.
• Manage the aircraft appearance associated store operations aligned to relevant industry and airline requirements.
• Plan and assist service delivery supervisor in the allocation and deployment of manpower to ensure continuity, coverage and optimisation of manpower and equipment in order to meet the on-time performance of customer airlines in a safe and secure manner.
• Familiarise the equipment operators with the latest changes to the standard operating procedures (SOP) or work instruction (WI) in order to ensure safe, correct and efficient operation of the equipment.
• Scrutinise ground support equipment, dollies and mail trolleys identified by the equipment operators as defective and where necessary dispatch the equipment for maintenance or repair, providing replacement in order that equipment utilisation is optimised.
• Update information and provide feedback pertaining to engagement time of equipment and manpower on a shift for further measures and productivity improvements.
• Plan and assist the supervisor to achieve the daily preventive maintenance schedule.
• Take responsibility for the physical shifting and positioning of equipment operators from ramp office or cool zones to assigned bay (vice versa) or from bay to bay as required.
• Plan and assist customer service supervisor in the allocation and deployment of customer services agents to respective flights.
• Ensure that all customer services agents are updated on all airline specific requirements and that they are current with latest changes to their work instructions.
• Ensure all operating flights are created in the system and are ready for check-in and boarding activities.
• Communicate with customer service supervisor, aircraft loading supervisor and other internal departments to ensure service excellence and safe on-time performance are maintained.
• Monitor the check-in and boarding process closely to ensure any discrepancies and errors are rectified and dealt with in a timely manner.

• High school with a certificate or diploma in business administration, aviation, ground handling or customer service.
• 4-6 years of experience in business administration, aviation or ground handling.
• Basic understanding of flight operations terminology.
• Proficient in local and international aviation safety and security requirements.
• Good English communication skills.
• Supervisory skills including people management and conflict resolution.
• Safety awareness skills, planning and organizing skills, proficient communication skills.
• Must hold ADP or UAE driving license.

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

Salary & benefits

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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