Team Leader - DWC

To manage all airside activities related to the assigned areas on shift, ensuring dnata provides the best services to the customer airlines in line with its standards and procedures.
Job Outline

Accountabilities

• ·        Plans the distribution and allocation of resources in area of allocation to ensure the assigned activities are completed on time and in line with the SOPs.


• ·        Ensures safety of staff and guides them to work safely by providing support, direction, whilst being a role model for the desired safety behaviours and leading with safety.


• ·        Organizes and supervises the work of a small team on the day of operations to ensure that work is completed efficiently and in compliance with procedures and service standards


• ·        Leads team of staff on the day of operations, who are undertaking related activities to handle in-coming and outgoing flights as allocated.


• ·        Assists Supervisors to handle shift briefing of the team, at the start of shift, for the responsibilities on the day of operations that staff are aware of what is expected of them in line with the SLAs.


• ·        Provides performance feedback from the day of operations, of staff on shift to their respective line managers.


• ·        Ensures that all equipment and devices allocated to the team are used and cared for appropriately. 


• ·        Intervenes and takes immediate action when there is risk exposure, role models safe behaviours and follows up on corrective actions.


• ·        Conducts safety briefings regularly at the beginning of the shift to ensure that all safety standards are adhered to


• ·        Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment


• ·        Ensures implementation of work instructions on the day of operations and compliance to established standard operating procedures.

Specific Accountabilities 

         Baggage

• Ensures smooth and efficient Baggage reconciliation, build up and on time delivery at both Departure and Arrival.


• Manages and monitors the allocated resources both staff/equipment and the safe arrival and on-time departure activities.


• Plans staff allocation and assist Supervisor in preparing shift reports, updates all flights allocation.


• Briefs team members, delegates’ tasks and oversees activities on special carriers handling instructions while assisting Supervisors to promote best and safe practices at work.


• Monitors BELT system and follow up missing bags


• Coordinates with Service Delivery Supervisor and report any baggage handling system issues or delay of any baggage discharge to make-up area. 


• Ensures that all unidentified/unknown bags are investigated and connected to the respective flights aligned to the security processes. 


• Communicates with Service Delivery Supervisor in the event of left behind baggage and ensure to rush the bags on first available flight.


• Communicates with Service Delivery Supervisor and other internal departments to ensure timely provision of required ULDs for baggage build-up

·               Aircraft Appearance

• ·        Monitors aircraft interior (cabin, cargo compartments) cleaning, aircraft exterior washing activities aligned to dnata training standards in order to meet relevant industry and airline requirements.


• ·        Obtains acknowledgement of cabin crew / airline representative upon completion of aircraft interior cleaning, aircraft exterior washing activities via the cabin acceptance form to record satisfactory completion of the service.


• ·        Manages the aircraft appearance associated store operations aligned to relevant industry and airline requirements.

        Airside Equipment Support

• ·        Plans and assists Service Delivery Supervisor in the allocation and deployment of manpower to ensure continuity, coverage and optimisation of manpower and equipment in order to meet the on time performance of customer airlines in a safe and secure manner.


• ·        Familiarises the equipment operators with the latest changes to the standard operating procedures (SOP) / work instruction (WI) in order to ensure safe, correct and efficient operation of the equipment.


• ·        Scrutinises Ground Support Equipment, dollies & mail trolleys identified by the equipment operators as defective and where necessary dispatch the equipment for maintenance/repair, providing replacement in order that equipment utilisation is optimised.


• ·        Updates information/provide feedback pertaining to engagement time of equipment and manpower on a shift for further measures and productivity improvements.


• ·        Plans and assists the supervisor to achieve the daily Preventive Maintenance schedule.


• ·        Takes Responsibility for the physical shifting & positioning of Equipment Operators from Ramp office/Cool zones to assigned bay (vice versa) or from bay to bay (as required).

       Customer Services

• ·        Plans and assists Customer Service Supervisor in the allocation and deployment of customer services agents to respective flights.


• ·        Ensures that all customer services agents are updated on all airline specific requirements and that they are current with latest changes to their WI.


• ·        Ensures all operating flights are created in the system and are ready for check-in and boarding activities.


• ·        Communicates with customer service supervisor, aircraft loading supervisor and other internal departments to ensure service excellence and safe on time performance are maintained.


• ·        Monitors the check-in and boarding process closely to ensure any discrepancies and errors are rectified and dealt with in a timely manner.

• ·        High School with a Certificate OR Diploma in a business administration / aviation / ground handling / customer service

Experience:

• ·        High School with a certificate: 4-6 years of experience in business administration / aviation / ground handling /          


• ·        customer service 


• ·        Diploma Holder: 2-4 years of experience in business administration / aviation / ground handling / customer service 

Knowledge/skills: 

• ·        Mandatory and Regulatory courses in line with dnata Learning Path. (Line Manager to mention the details while advertising for the role)


• ·        Basic understanding of the flight operations terminology.


• ·        Proficient understanding of Local / International, aviation safety and security requirements.


• ·        Proficient IT and Computer Literacy


• ·        English Language Skills  Level 5 


• ·        Supervisory Skills People management / conflict resolution skills.


• ·        Proficient Safety Awareness Skills


• ·        Proficient Planning and Organizing Skills


• ·        Proficient Communication Skills


• Must hold ADP and  UAE driving license ( For Aircraft Appearance  and equipment support areas)