Manager, Management

Deputy Airport Services Manager - Dhaka -

Job Purpose

Manage and ensure safe, efficient, cost-effective, and timely airport shift operations to maintain and enhance Emirates' image, reputation, and passenger service levels as per the company's policies, standards, and procedures. In liaison with the Airport Services Manager, ensure prompt service to Emirates passengers, especially during adverse situations such as flight disruptions or denied boarding, to restore and maintain passenger goodwill and confidence.

Ensure that Service Level Agreements, OTPs, and EKAS KPIs are achieved in line with company standards.

• Analyze monthly performance and produce a synopsis to provide feedback to ASM on station performance, including workload, productivity, performance vs. benchmarks, compliments and complaints, budget variances, and staff performance. Utilize system-based data analysis tools for comprehensive understanding.
• Investigate operational discrepancies, propose remedial measures, and respond to internal and external departments as needed.
• Review procedures and control operations during crises or emergencies, minimizing disruptions and ensuring timely resolution. Lead the team during flight disruptions or incidents involving corporate emergency response.
• Assist with administrative duties such as monthly reports, performance appraisals, baggage claim settlements, invoice verification, correspondence, and complaint investigations. Identify areas for improvement and coach staff accordingly.
• Develop and maintain relationships with internal and external departments including airport authorities, security, police, immigration, and customs to facilitate passenger services.
• Manage airport service employees on shift, ensuring staff are informed of operational and policy updates, maintaining discipline and morale, and utilizing staff and equipment efficiently to meet service goals cost-effectively.
• Support ASM in managing the budget, recommending cost-efficient services, and creating reporting systems to monitor operations. Analyze results to identify emerging issues proactively.
• Conceive, manage, and implement short- and mid-term projects under the guidance of the Airport Services Manager, applying project management principles to improve airport services.
• Adhere to health and safety requirements and safe working practices.
• Participate as part of the senior airport management team, with flexibility in work timings (including 24-hour call-out) and extended hours during disruptions.

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