Assistant Manager - Terminal Operations (UAE National)

Job Details

Position Title

Asst. Manager- Terminal Operations

Reports to

Chief Operating Officer

Division

Terminal Operations

Grade

Department

Airport Operations

Job Purpose

Asst Manager-Terminal Operations is responsible to lead the operations of Passenger Terminal Building in accordance with established standards and procedures, to achieve key performance goals of Ras Al Khaimah International Airport and to always ensure highest Airport Service Quality & Customer Satisfaction. Asst Manager Terminal Operations shall ensure smooth functioning of all resources at all the time and act as nodal officer during any contingencies and crisis situations.

Functional Accountabilities

Area of Contribution

Key Activities

Financial

• Manage and control budgets you have direct responsibility for, to the prescribed targets.

Process

• Manage overall performance of Operations of Passenger Terminal to achieve the highest Airport Service Quality.
• Manage passenger and baggage processes to ensure Business Continuity at Terminal and Landside
• Implement Airport operational concept, manage processes/resources related to passenger services to ensure enhanced travel experience for passengers travelling through the Airport. Ensure operational efficiency, adhere to and enforce all security/safety regulations in coordination with control authorities, provide safe environment and facilitate seamless passenger movement.
• Be familiar with all ICAO, GCAA and other relevant regulatory norms and be aware of the rules made by other statutory bodies related to Passenger Services, ensure all stipulated rules and regulations are strictly adhered to by all staff, stakeholders, and their employees at all times.
• Assistant Manager-Terminal Operations shall deploy the staff at various allocation after proper shift briefing covering all updated information necessary for performing duty and maintain record of the same.
• Act as a nodal officer to handle all emergency and crisis situations that may occur in the Terminal Building
• Establish, enforce, and review SOPs, policies and guidelines pertaining to Terminal Operations/Passenger Services including but not limited to:
  • Operations of check-in counters and boarding gates, arrivals, baggage make/baggage breakup and ramp
  • Handling of flight disruption or delays
• Manage all events organized by RAK International Airport in and around Terminal Building and also facilitate events associated with VIP/CIP visits.
• Coordinate and synchronize all processes and sub-processes within the airport, in real time.
• Co-ordinate with external agencies like Police, Immigration, Customs, Protocol, Airlines, Concessionaires etc. to ensure smooth operations.
• Ensure safe and efficient operations during expansion/ other projects in coordination with all internal and external stake holders.
• Coordinate with all internal departments to ensure smooth and efficient day-to-day operations.
• Ensure activation of all emergency functions as per AEP/BCP during contingencies
• Be aware of department budgetary needs and efficient resource management to achieve departmental budgetary objectives.
• Ensure training targets established by the organization are achieved by all team members and strive to inculcate the company mission and values to team members.
• Carry out surprise checks of log books/check lists at various allocations at least once during the shift.

• Maintain log of all occurrences and report all important day to day occurrences to COO.

Reporting

• Provide the COO & Senior Management Team with verbal, analytical and written reports as required.
• Provide external stakeholders / regulators / community groups with similar reports, as necessary.

Communication & Working Relationships

Internal

• All internal departments
• All Airline Operators operating at RAKIA
• All Concessionaires and partners, including control authorities

Reasons for Interaction

• For seamless functioning of the Airport
• To ensure seamless conduct of flight operations
• To align the operational strategy of the Airport with other stakeholders

External

• DCA
• Airport Police
• Customs
• Immigration
• Health Authorities

Reasons for Interaction

• Regulatory compliance and reporting
• For dealing with matters concerning Operations and compliance

Qualifications, Experience, & Skills

Qualifications

Educational Qualifications

• Graduation
• Excellent written and verbal communication skills in English (Arabic is an added advantage)

Professional Qualifications

• Experience in Customer Service preferably in Aviation Industry

Computing skills in MS Office.

EXPERIENCE

Required Experience

Minimum 03 years in Customer Service role within the aviation/similar industry.

Other Requirements- Safety accountability and responsibilities

All staff has the following safety responsibilities and is accountable to their supervisor(s) and Head of Department:

• To comply with the relevant safety requirements and procedures outlined in the Aerodrome Operations Manual and Safety Management System and any other instructions or notices issued by Ras Al Khaimah International Airport.
• To comply with the safety requirements detailed within their training.
• To advise their Head of Department and the Airport Duty Officer team of any safety occurrence or system failure and to identify and report any situation of potential risk or concern affecting safety via one of the following means.
• Report directly to the Safety Department or an immediate supervisor.
• Submitting an Accident/ Incident Report.
• Support safety audits as and investigations as they occur.

Competencies

Level of Proficiency

Behavioural Competencies

Leadership

Medium

Team Management

High

Time Management

High

Decision Making

High

Attention to Details

High

Action Oriented

High

Communication Skills

High

Technical Competencies

Computing skills in MS Word and MS Excel.

Medium

Excellent written and verbal communication skills in English

High