Department Officer

Emirates Airlines Dnata - United Arab Emirates

Job Purpose


The selected candidate will direct and control all departmental activities on shift, act as point of contact and plan the availability of resources / equipment ensuring consistency, safe on-time performance and alignment with SLAs, standard operating procedures, shift demand and regulatory, legal and safety requirements.



Works with dOCC (dnata Operations Control Centre) 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

Reviews the flight schedule and ensures that the resource plan is aligned to the work demand.

Forecasts any operational issues and ensures the availability of resources in the case of manpower shortages or equipment breakdown / maintenance

Deploys resources based on the information provided from resource planning to ensure availability of resources for all flights/activities

Ensures that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions

Guides and leads Department Team Leaders to deliver the required services as per the shift requirements

Discuss the shift challenges with the team and briefs on expectations and plan of action.

Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment

Acts as a role model for the desired safety behaviours and wears the appropriate PPE and ensures that work is conducted in a safe manner

Ensures safety of staff and that they have the skills, knowledge, and confidence to work safely by providing support, direction for the desired safety behaviors and leading with safety

Follows all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

Communicates regularly with key stakeholders to provide them updates on department activities on shift

Coordinates regularly with other officers on shift to ensure that quality services, resources and safe on-

time performance are provided

Contributes to the identification of opportunities for continuous improvement of systems, processes and practices, cost reduction and productivity improvement and feeds back to Department Management

Ensures that all identified problems and escalated issues are resolved in a timely manner

Develops the shift report summarizing shift performance and highlighting any service shortfalls and recommends solutions and corrective action

Takes 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

Safety Sensitive Position: This role has been designated as a Safety Sensitive Position i.e. a position which involves activities where, because of risk to the individuals concerned or to others, the employee needs to have full, unimpaired control of their physical and mental capabilities. It will therefore be necessary for the provisionally selected candidate (if not working in a current safety sensitive position) to undergo a medical check- up with our Emirates Clinic for a fit to work evaluation, prior to a decision being taken to select / not select. There is no action to be taken at this stage, this is only for information.


Qualifications & Experience

Bachelor Degree: 4-6 years of experience in aviation/ ground handling/customer service

Diploma: 6-8 years of experience in aviation/ ground handling/customer service

UAE driving license (for airside based roles)

Preferably First Aid trained

Advanced understanding of airlines' customer service product (specific airport related requirements) and Industry regulations for the assigned work area

Advanced understanding of the aviation terminology - Advanced Customer Management Skills - Advanced Communication Skills

Advanced Safety Awareness Skills

Proficient Supervisory Skills - Proficient Planning and Organizing Skills - Proficient Writing Skills - Proficient IT and Computer Literacy Skills

Additional to Airside Operations Airside Centre of Excellence (ACE) - 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 Requirement and Customer SLAs -

Proficient understanding of the Turnaround Process - Basic knowledge of weight and balance Additional to Airside Transportation

Advanced understanding of the usage of AACS (Airport Activity Control System), and RTC (Real Time Control)

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