Job Purpose
JOB PURPOSE
To provide subject matter expertise and guidance on shift, improving the quality and consistency of delivered services and deal with any operational issues / challenges such as resolving personnel capability and procedural shortfalls to ensure a safe, efficient and service oriented work environment in compliance with regulatory, legal and safety requirements and standard operating procedures.
JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS
Plan
-Plans observation schedule for Department ensuring a balanced distribution of observations.
Lead
- Delivers safety briefings as directed by Department Management while intervening when there is risk exposure, following up on corrective actions.
- Coach staff on the required skills, knowledge, and behaviours to work safely. Provide support, direction and act as a role model for the desired safety behaviours and leading with safety.
- Provides technical assistance to ensure that work is completed efficiently and in compliance with procedures.
- Escalates behavioural and procedural matters to the Service Delivery Manager.
Execute
- Complies with all relevant safety, quality, training, operational and environmental management policies, procedures and controls to ensure a healthy, respectful and safe work environment.
- Takes a leading role in times of disruption, crisis management and fall back to ensure timely resumption of standard operations when directed by the Department Controller or Service Delivery Manager.
- Deals with all identified and escalated operational issues on shift and ensures that the appropriate solution is provided and the team is communicated to.
- Identifies any non-conformance and discrepancies in processes and ensures that the appropriate corrective action are implemented in line with regulations and SLAs.
- Provides independent advice and technical expertise to the operational teams to improve performance and quality of service delivery.
- Develops and compiles reports as requested by Department Management.
- Prepares audit plans and conducts audits (internal and external) as directed by Department Management and makes recommendations to support implementation of corrective actions.
- Carries out observations as planned and ensures feedback/coaching is given to the concerned staff on the correct process/procedures and also to Department Management.
Qualifications & Experience
MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS
Knowledge/Skills:
Diploma in business administration/aviation/ground handling/customer service
Experience:
2-4 years of experience in aviation/ ground handling/customer service
Diploma: 4-6 years of experience in aviation/ ground handling/customer service
Advanced understanding of Airlines Customer service product (specific airport related requirements) and Industry regulations for the assigned work area.
Advanced understanding of the aviation terminology
UAE driving license (for airside based roles)
Preferably First Aid trained
Advanced Supervisory Skills
Advanced Communication Skills
Advanced Writing Skills
English Language Skills- Level 5
Proficient Customer Management Skills
Proficient Planning and Organizing Skills
Proficient Data Collection and Analysis Skills
Proficient Safety Awareness Skills
Proficient IT and Computer Literacy
Additional to Airside Operations
Proficient knowledge and understanding of relevant baggage system (where relevant)
Additional to Aircraft Appearance
Advanced knowledge of interior and exterior cleaning procedures preferred
Advanced knowledge of cleaning chemicals and materials preferred
Additional to Customer Service
Advanced understanding of the usage of Departure Control System
Proficient understanding of ICAO Conditions of Carriage and Local / International regulations and IATA pertaining to passenger and baggage acceptance
Role KPIS
Operations:
Compliance with operational procedures and instructions
Work completed in a timely manner
On-time performance
Accuracy of complaints and description reports
21 Feb
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It is observed that many people say that they are not happy with their work at their employment place. Actually such people are not fully satisfied with their job and this situation is termed as job satisfaction. Job satisfaction refers to the situation where worker love the job and feel happiness in working. There is only little number of people who say that they are happy with the job. The reason is that due to high competition every employer knows that he could hire the new worker if old worker deny to work. In such situation he gets ready to oppress the workers for unjustified work. This thing generates sense of uneasiness for workers.
The worker who feel pleasure in completing his task and also feel security in his job, It is considered that he is enjoys of job satisfaction immensely. Such workers mostly progress in their job rank with the passage of time.
Job satisfaction refers to the level of contentment, fulfillment, and positive feelings an individual experiences in their job or occupation. It reflects how well a person's expectations, needs, and aspirations are met within the context of their work. When someone is satisfied with their job, they tend to experience higher morale, motivation, and overall well-being, which can have positive effects on their performance, productivity, and commitment to their organization.
Key factors that contribute to job satisfaction include:
Work Environment: A supportive and respectful work environment that promotes collaboration, open communication, and a sense of belonging can contribute to higher job satisfaction.
Work-Life Balance: Achieving a balance between work and personal life is important for job satisfaction. Employees who can manage their work responsibilities while having time for their personal interests and family tend to be more satisfied.
Compensation and Benefits: Fair and competitive compensation, along with benefits such as healthcare, retirement plans, and bonuses, can enhance job satisfaction.
Career Development and Advancement: Opportunities for growth, skill development, and advancement within the organization can increase job satisfaction by providing a clear path for personal and professional progress.
Recognition and Appreciation: Feeling valued and appreciated for one's contributions can significantly impact job satisfaction. Regular feedback, recognition, and acknowledgment of achievements contribute to a positive work experience.
Job Role and Responsibilities: Matching an employee's skills and interests with their job role can lead to higher job satisfaction. Clear job expectations and responsibilities that align with an individual's strengths can enhance their sense of accomplishment.
Autonomy and Decision-Making: Having a degree of autonomy and the ability to make decisions can empower employees and contribute to their satisfaction.
Relationships with Colleagues and Supervisors: Positive relationships with colleagues and supervisors foster a sense of belonging and support, which can lead to increased job satisfaction.
Organizational Culture: A healthy and positive organizational culture that promotes shared values, ethics, and a sense of purpose can positively influence job satisfaction.
Job Security: A sense of job security and stability can contribute to reduced stress and higher job satisfaction.
Challenging and Meaningful Work: Engaging and meaningful tasks that align with an individual's skills and passions can lead to greater job satisfaction.
Workload and Stress Management: Reasonable workloads and effective stress management support job satisfaction by preventing burnout and promoting well-being.
Job satisfaction is a complex and multi-faceted concept that can vary from person to person. It is influenced by both objective factors (such as compensation and benefits) and subjective factors (such as personal values and attitudes). Organizations that prioritize creating a positive and supportive work environment are more likely to have employees who are satisfied with their jobs, leading to higher retention rates, improved performance, and a positive reputation.