Ground Operations Duty Manager

Synopsis:

Reporting to the Hub Operations Manager, the Ground Operations Duty Manager is a shift-based role, responsible for oversight of the 24x7 Hub Terminal Operations and all aspects of guest handling/terminal services. The Ground Operations Duty Manager is responsible for the safety, security, Net Promoter Score (NPS), on time performance, mishandled baggage, disruption management and operational delivery of agreed SLAs by third party supplier(s) on their shift.

The job holder works in consultation with the Hub Operations Manager to deliver operational plans agreed and coordinated with the Etihad Network Operations Centre (NOC), Hub Control Centre (HCC), and other key stakeholders.

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
• 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 corrective action is taken
• Establish a strong culture of communication with peers, leadership, suppliers and airline control centers 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:

• Minimum Degree Education.
• Minimum 5 years relevant experience in airline or ground handling operations (in a passenger services function), preferably in a supervisory/management capacity.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

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