Service Delivery Manager Customer Service - The Emirates Group

Job Purpose: As a Service Delivery Manager 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 ontime 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 and is based full time in our Dubai office.

In this role you will:

• 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 daytoday 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.

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

• Bachelors degree or Diploma in in business administration / aviation / ground handling / customer service.
• 610 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.

Youll have an edge if you have:

• Min 2 years of experience handling airline customers and complaints.