Whether our customers are traveling for business or pleasure, you are the professional in the airport that crafts important connections and encourages an environment where everyone feels welcome, valued, and respected. You will be interacting with our domestic and international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. You will provide friendly, professional, confident, and insightful service to help resolve customer travel issues and make their experience memorable.

Job overview and responsibilities

Under the direction of the Airport Operations Manager, the International Lead will assume daily responsibility for achieving service standards and operational objectives. The Lead is accountable for making decisions that impact the stationmetrics and provides front-line leadership, guidance and technical support to vendor employees and local team members above and below-the-wing. The lead is engaged operationally, to ensure the needs of the customer, the team and ouroperation are met; on a day-to-day basis. You will be empowered to be flexible in meeting customer and employee needs whilst addressing the dynamics of our schedule. Working closely with and supported by the regional and localmanagement team you are expected to use your experience and knowledge to demonstrate a safe, caring, dependableand efficient ethos; to lead the frontline team with drive and compassion, ensuring that we remain accountable for our performance.

Duties include but not limited to:

Responsible for upholding safety standards, including MOCHA audit completion, safety inspections and feedback to Customer Service RepsDriving the operation in all departments; lobby, gates, premium services, club, baggage and connectionsEngaged operationally, to ensure the needs of the customer, the team and our operation are met; on a day-to-day basisOversee the necessary daily preparatory work, ensuring staff deployment best meets the needs of the scheduleSupport vendor to provide premium program customer service in service delivery and product offering through daily engagement and service standard auditsEnsure a good knowledge of premium services policies and procedures; including club access, promotions and marketing programs can be demonstratedFollow and uphold uniform and appearance standardsSupport the station with daily admin and back office workAssignment of department tasks, breaks and overtime in all areasAssist Supervisors with performance management and feedback to employeesConduct daily team briefingsAssisting Customer Service Representative job interviewsSupport the supervisor team with collateral and project workParticipate and organize internal monthly safety meetings alongside supervisor as part of the Station SATLiaison and assist with service partners in below the wing team, operations team for on time departureSupport with aircraft damage and employee injury investigation

This position is offered on local terms and conditions. Expatriate assignments will not be awarded.

Whether our customers are traveling for business or pleasure, you are the professional in the airport that crafts important connections and encourages an environment where everyone feels welcome, valued, and respected. You will be interacting with our domestic and international customers in our lobbies and at gates, helping them with ticketing, baggage, greeting customers as they start and end their journey and doing it with a smile. You will provide friendly, professional, confident, and insightful service to help resolve customer travel issues and make their experience memorable.

Job overview and responsibilities

Under the direction of the Airport Operations Manager, the International Lead will assume daily responsibility for achieving service standards and operational objectives. The Lead is accountable for making decisions that impact the stationmetrics and provides front-line leadership, guidance and technical support to vendor employees and local team members above and below-the-wing. The lead is engaged operationally, to ensure the needs of the customer, the team and ouroperation are met; on a day-to-day basis. You will be empowered to be flexible in meeting customer and employee needs whilst addressing the dynamics of our schedule. Working closely with and supported by the regional and localmanagement team you are expected to use your experience and knowledge to demonstrate a safe, caring, dependableand efficient ethos; to lead the frontline team with drive and compassion, ensuring that we remain accountable for our performance.

Duties include but not limited to:

Responsible for upholding safety standards, including MOCHA audit completion, safety inspections and feedback to Customer Service RepsDriving the operation in all departments; lobby, gates, premium services, club, baggage and connectionsEngaged operationally, to ensure the needs of the customer, the team and our operation are met; on a day-to-day basisOversee the necessary daily preparatory work, ensuring staff deployment best meets the needs of the scheduleSupport vendor to provide premium program customer service in service delivery and product offering through daily engagement and service standard auditsEnsure a good knowledge of premium services policies and procedures; including club access, promotions and marketing programs can be demonstratedFollow and uphold uniform and appearance standardsSupport the station with daily admin and back office workAssignment of department tasks, breaks and overtime in all areasAssist Supervisors with performance management and feedback to employeesConduct daily team briefingsAssisting Customer Service Representative job interviewsSupport the supervisor team with collateral and project workParticipate and organize internal monthly safety meetings alongside supervisor as part of the Station SATLiaison and assist with service partners in below the wing team, operations team for on time departureSupport with aircraft damage and employee injury investigation

This position is offered on local terms and conditions. Expatriate assignments will not be awarded.

Required

Minimum of two years Customer Service/Operational ExperiencePrevious supervisory/leadership experienceSecondary School Education or equivalent school leaving certificateSound Administration skills (Microsoft word, Excel, Emails)Excellent knowledge of ATW airport operations procedures processesGood technical knowledge of Airport applications (MAP, Aero, Shares, AIMS etc)Proven track record of reliabilityHave the ability to work under pressure in a calm, professional mannerHave the ability to think clearly and make logical decisionsMust be a true team playerExcellent verbal and written communication skillsDemonstrate outstanding leadership skills and initiativeMust be willing and able to work all shifts (early/late) on a rotating shift patternMust be well groomed in appearance, be reliable, dependable and strive for high quality workSome travel for trainings/meetingsHave a valid PassportMust be fluent in English and Arabic (written and spoken)Ability to work in Dubai and/or be eligible to obtain work authorization through employer as needed. Successful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

Preferred

Bachelors degree5 years Customer Service/Operational Experience

Required

Minimum of two years Customer Service/Operational ExperiencePrevious supervisory/leadership experienceSecondary School Education or equivalent school leaving certificateSound Administration skills (Microsoft word, Excel, Emails)Excellent knowledge of ATW airport operations procedures processesGood technical knowledge of Airport applications (MAP, Aero, Shares, AIMS etc)Proven track record of reliabilityHave the ability to work under pressure in a calm, professional mannerHave the ability to think clearly and make logical decisionsMust be a true team playerExcellent verbal and written communication skillsDemonstrate outstanding leadership skills and initiativeMust be willing and able to work all shifts (early/late) on a rotating shift patternMust be well groomed in appearance, be reliable, dependable and strive for high quality workSome travel for trainings/meetingsHave a valid PassportMust be fluent in English and Arabic (written and spoken)Ability to work in Dubai and/or be eligible to obtain work authorization through employer as needed. Successful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

Preferred

Bachelors degree5 years Customer Service/Operational Experience