Duty Supervisor - Hub Operations, Abu Dhabi

Synopsis

An incredible opportunity to join our Hub Operations team as a Duty Supervisor. In this pivotal role, you’ll take charge of planning, directing, and supervising the day-to-day activities of our 24/7 Hub Terminal Operations. You’ll be at the forefront of guest handling and terminal touchpoints, ensuring every aspect of the operation runs safely, smoothly, and efficiently. From delivering outstanding customer service and maintaining the highest standards of safety and security to driving key performance metrics like Net Promoter Score (NPS), on-time performance, and mishandled baggage rates — you’ll play a vital role in shaping the guest experience and leading your shift to operational excellence.

Accountabilities

• Represent the interests of Etihad on all matters of brand, reputation, guest experience, service recovery and emergency/incident management.
• On-shift responsibility for the Safety, Security, On Time Performance of Terminal Services, providing airline oversight of all Etihad services delivered within the airport environment.
  Ensure manning of all key terminal touchpoints to monitor and enhance the guest experience.
• Monitor & manage the service delivery of third-party suppliers/ground handlers in line with service level agreements (SLAs), ensuring that deviations are dealt with in a timely manner and  reported to the Hub Operations Manager for corrective action.
• Establish a strong culture of communication with peers, leadership, suppliers and airline control centres for proactive planning and safe and secure delivery of the flight schedule.
  Ensure that all safety and security occurrences, errors, hazards, near misses are reported through established reporting systems for mitigation or elimination, in accordance with company procedures and applicable regulations.
• Responsible for the effective management of safety and security outcomes on a shift basis through hazard identification, risk assessment safety and compliance monitoring and reporting.
• Maintain awareness of aircraft turnaround activity through regular communication with Aircraft Dispatch and Load Control, ensuring effective coordination, exchange of information and visibility between applicable operational areas.
• Ensure risks and hazards are identified, assessed and that medium or higher-level risks and hazards are escalated to appropriate management or executive level personnel.

Education & Experience

•    Degree level education desirable (A-level or baccalaureate equivalent) or relevant industry experience, with a demonstrable knowledge of frontline service delivery and communication skills.
•    Previous exposure to highly pressured and multicultural environment in a supervisory role within a shift environment required.
•    Minimum 5-7 years experience within service, hospitality, airline industry, with a relevant knowledge of aviation, travel industry and/or airport policies.
•    Role requires mature personality with outstanding communication skills, supervisory skills, and passion to deliver service.
•    Role must balance guest-centric focus and corporate interest while maintaining highest safety and security standards and coordinating teams and service providers on shift.