Passenger Services Duty Controller (Emiratisation Position)

Job Purpose

About the Role:



The Passenger Services Duty Controller will support Passenger Services and Baggage Services on a shift basis in order to ensure a high quality, safe, efficient and cost-effective operation. Reporting to the Manager Airport Services (MAS), and in liaison with the Passenger Services Duty Manager (PSDM) they will ensure that appropriate action is taken for providing service excellence. This role will ensure service level agreements, OTPs and EKAS KPIs are achieved and in line with the company standards.

What You Will Do

• Support shift Management and staff to ensure that service levels are delivered as per EK standards and SOPs are adhered to within Passenger and Baggage service operations. Accountable for working independently and ensuring customer service quality is delivered to standard.
• Responsible for providing job coaching and guidance to shift staff to ensure performance improvement. Ensure all aspects of staff visual appearance are monitored and in line with uniform standards.
• Maintain high levels of interactions with internal and external departments to achieve a smooth process flow.
• Investigate all operational discrepancies/systems breakdowns/SLA failure on shift basis and propose corrective actions to the Shift and Line Managers. Respond to internal and external departments where the involvement of the PSDM is not necessary.
• Control shift staff to ensure that they are regularly made aware of important operational/policy decisions and ensure that these are implemented.
• Assist MAS/PSDM on queue times and process times to ensure they are maintained at all passenger processing areas.
• Mobilize resources and lead the team in the event of Flight disruptions taking direction from the MAS/PSDM as required.
• Support MAS/PSDM in managing all Passenger and Baggage products/services to ensure that the products are fully utilized and customer expectations are achieved.
• Participate in airport development projects under the guidance of the MAS/PSDM.
  
  

Qualifications & Experience

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

• Completed Degree or Honours (12+3 or equivalent)
• 8+ years in Airport Operations
• Experience in an airline, airline ground services or airport ground handling environment, out of which at least 5 years should have been in a supervisory or junior managerial capacity.
• Should be proficient in check-in and reservation systems
• Should have completed advanced courses in Passenger Handling.
• Should preferably be proficient in Passenger Handling Procedures and Departure Control Systems
• Should have a good understanding of Airline Conditions of Carriage, International Civil Aviation Safety and Security Practices as stipulated by (ICAO / IATA) and local authorities.
  
  

Leadership Role: No

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.