AIRPORT SERVICES MANAGER - HEATHROW

• Manage and ensure a safe, efficient, cost effective and timely airport operation so that Emirates’ image, reputation and passenger service levels are maintained and enhanced, as per the criteria set forth by the Company’s commercial, safety and security policies, standards and procedures.  Ensure that appropriate action is taken for providing prompt service to Emirates passengers in all operational areas [Passenger Services, Ticket Desk and Lounge] to maintain, and where required, restore the goodwill and confidence of passengers facing various adverse situations (flight disruptions, denied boarding, etc.)  Ensure that Service Level Agreements, OTPs and Emirates Airport Services (EKAS) KPIS are achieved in line with the company standards.    


• Accountable to the Manager, Airport Services to achieve Ground Handling performance targets set by Airport Services, such as flight punctuality, check-in standards and baggage service standards, so that Emirates remains competitive. 


• Ensure that adequate measures are implemented and maintained to protect the safety and security of the whole operation including aircraft, passengers, cargo, baggage and all staff.  Monitor all aspects of the operation to achieve and maintain acceptable passenger service standards.


• Lead, guide and develop staff to ensure the maintenance of a disciplined, motivated work force, and adherence to passenger service and other operation standards.


• Prepare and constantly review local procedures or Diversion/Delay Handling/Disruptions and Emergency Procedures for the reference of both EK staff and those of the Handling Agent.


• Check on the competency of both EK and Handling Agent staff in all areas on an ongoing basis, particularly Load Control where certification is required.


• Develop and maintain excellent relationships with internal/external departments, Airport authorities, GHAs and other service providers and exercise personal influence to support the Manager Airport Services in achieving the required end results for Emirates.


• Support the Manager, Airport Services with annual budgeting of revenue, expenses. Within these parameters, provide a cost-efficient service that best represents value for money. Regularly analyse results with a view to proactively attending to emerging issues.


• Accountable person (Reporting Official) for Emergency Planning which includes maintaining the localized station ERP, training, exercising and lobbying for change or awareness amongst the airport community or internal stakeholders.


• Support the Manager, Airport Services as directed with regular audits on the Ground Handling agencies to ensure the defined scope of regulation aspects of the role is maintained. The audit is to be conducted in accordance with a checklist provided by the EKAS Quality Assurance Manager and any findings and observations should be reported to EKAS Quality Assurance. Furthermore the ASM should conduct regular audit of all customer touch points and report any findings that are not in line with the company standard.


• Promote a continuously improving culture of Safety, with open reporting of Safety deficiencies, Human Factor issues and compliance with local laws to uphold the delivery   of safe and secure operations.


• Support the Manager, Airport Services with Passenger Service and Ground Operations Manual management. Ensure all controlled documentation is in compliance with Regulatory bodies, Quality Assurance, Safety and Brand standards.


• Maintain and account ULD stock at station as per allocation.


• The job holder is responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment.

·        Educated up to degree level or equivalent.

·        A background in the airline industry with extensive experience at managerial level in airport operations.

·        Experienced to an advanced level in Customer Services, Ground Operations, Baggage Claims, Reservations & Ticketing, and Weight and Balance.

·        A strong awareness of systems, especially DCS, Reservations and Baggage Reconciliation and software packages used by the Company such as Word, Excel, etc.

·        Conversant with Flight Planning and Cargo Operations.

·        Proven ability in leading, motivating and developing staff.

·        Must be able to work under pressure in an environment which requires a very high degree of initiative.

·        Fluent in spoken and written English.

 Information

·      Applicants must have the legal right to live and work in the UK. The Company will not provide assistance with obtaining work permits.