Manager - Airport Services

MAIN OBJECTIVE OF ROLE

To oversee and manage all aspects of airport operations by ensuring the safe, efficient, and cost-effective manner to enhance flydubai’s image by handling of passengers and baggage operations at the hub to maintain high level of customer service and enhance flydubai’s image.

Key Responsibilities

• Leads, supervises, and motivates airport staff, including ground handling and customer service teams, by conducting briefings and debriefings with staff to ensure clarity of roles and responsibilities during shifts.
• Communicates effectively with airline headquarters, flight crew, and other airport stakeholders to provide real-time updates on flight statuses and operational activities and liaise with airport authorities, security agencies, other airlines, and external partners to ensure compliance with local regulations and procedures.
• Serves as the main point of contact for Airport Services operational decisions during their shift, coordinating all aspects of the overall operation through the effective coordination of all internal and external stakeholders, including handling agents, caterers, fuelers, other airlines and airport authorities to ensure seamless airport operations, and regulatory compliance.
• Collaborates with internal and external stakeholders, including handling agents, caterers, other airlines, and various authorities at the airport, to ensure efficient coordination and seamless operations.
• Analyses and anticipates operational problems including overbookings, adverse weather conditions, delays, cancellation of flights, and crew flight time limitations, ensuring that the necessary remedial actions are in place to minimize any disruptions to airport operations.
• Oversees daily airport operations, including check-in, boarding, baggage handling, and aircraft turnaround, ensuring they are carried out safely, efficiently, and cost-effectively.
• Plans, organizes, and controls all aspects of airport operations to enhance flydubai's image and customer service levels by ensuring adherence to airline safety, security, and operational procedures and standards.
• Coordinates with various stakeholders, including ground handling agents, caterers, other airlines, and airport authorities, to ensure seamless and efficient operations.
• Monitors the overall performance of the airport (economy/business class, lounge, ramp etc.), targeting areas of concern and ensuring adequate levels of staff and resources are available, by reviewing all agreed KPIs with the different service touch points, analyzing any emerging trends related to delays or customer issues and escalating any issues for resolution.
• Acts as the primary point of contact for any operational disruptions, emergencies, or incidents and implements the airline’s emergency response plans when necessary, coordinating with relevant authorities and internal teams.
• Undertakes projects from time to time as advised by Management in relation to operational standards and procedures thereby improving efficiency and quality of service delivered at the airport such as Emergency Response Planning.
• Provides key inputs into the Department’s communication and customer service strategy to drive a customer-centric culture to ensure highly effective, cost-efficient and quality business outcomes.
• Maintains high standards of customer service throughout the passenger journey, enhancing flydubai’s reputation for service excellence by addressing and resolve customer complaints and issues in a timely and effective manner.
• Monitors and manages the use of airport facilities, equipment, and manpower to ensure optimal efficiency and allocate resources effectively to manage peak times and minimize delays, optimizing the use of manpower, equipment, and airport facilities.
• Fosters positive relationships with airport authorities, regulatory bodies, and service providers to support operational needs and improve service delivery.
• Prepares and submits shift reports, detailing operational performance, incidents, and areas for improvement.
  
  

Qualifications

• Bachelor's Degree (3+ years)
• Bachelor’s degree in aviation management, Business Administration, or a related field preferable
• Fluent in English (other languages an advantage)
• Minimum of 10 years of experience in airport operations or a similar role within the aviation industry. Strong knowledge of airline operational procedures, safety regulations, and emergency protocols.
• DCS system
• 10 - 12 years
  
  

COMPETENCIES

• Customer Focus
• Team work
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience and Flexibility (Can do attitude)
• Inspiring & Developing Others
• Decision Making
• Strategic Thinking
• Business Acumen
  
  

Isr Requirements

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.