Service Delivery Manager, Customer Service (UAE National)

Job description / Role

dnata is one of the world's largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 30 countries across six continents. At dnata, we are by your side for the entire travel experience.

As a Service Delivery Manager (UAE National) , you will provide the required support and expertise to the staff on shift ensuring service delivery by dealing with any conflicts and issues raised by customers. You will activate exception management plan or business continuity and develop staff performance on shift to ensure safe on-time performance amidst a service focused environment and in compliance with regulatory, legal and safety requirements and standard operating procedures. This is a safety sensitive position.

In this role, you will:

- Be a UAE National with a Khulasat Al Khaid
- Plan the shift and ensure constant collaboration with key stakeholders as required.
- Plan and ensure implementation of relevant contingency and service recovery plans in case of any operational disruptions to ensure high level of safety performance.
- Ensure sufficient staff and support facilities are available for shift in cooperation with central allocations based on the agreed service standards.
- Supervise the day-to-day operations of the department to ensure that work processes are implemented.
- Ensure that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions.
- Ensure compliance to all relevant safety policies, procedures, and controls across the department to guarantee employee safety, legislative compliance and a responsible environmental attitude and the implementation of BAPP.
- Build and maintain relationships with stakeholders to ensure that customers' requirements are met and in compliance with regulatory, safety and legal requirements.
- Conduct spot audit on conformance with Standard Operating Procedures (SOPs), Customer Services and KPIs to ensure continuous improvement of processes.

Requirements

Qualifications & Experience
To be considered for the role, you must meet the below requirements :

- Be a UAE National with a Khulasat Al Qaid
- Bachelor's Degree or Diploma and 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

You'll have an edge if you have:

- 2 years of experience handling airline customers and complaints.

This is a Safety Sensitive Position

At dnata, part of Emirates Group, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're looking for a challenging and rewarding opportunity, apply today and join our team!

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.