Department Subject Matter Expert (SSP) – Emiratisation

Job Purposednata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future‑thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you’re inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.Role OverviewAs a Department Subject Matter Expert you will provide subject matter expertise and guidance on shift, improving the quality and consistency of delivered services and dealing with 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.Key ResponsibilitiesPlanPlans observation schedule for Department ensuring a balanced distribution of observationsLeadDelivers safety briefings as directed by Department Management while intervening when there is risk exposure, following up on corrective actionsCoaches staff on the required skills, knowledge, and behaviours to work safely. Provides support, direction and acts as a role model for the desired safety behaviours and leading with safetyProvides technical assistance to ensure that work is completed efficiently and in compliance with proceduresEscalates behavioural and procedural matters to the Service Delivery ManagerExecuteComplies with all relevant safety, quality, training, operational and environmental management policies, procedures and controls to ensure a healthy, respectful and safe work environmentTakes a leading role in times of disruption, crisis management and fallback to ensure timely resumption of standard operations when directed by the Department Controller or ServiceDelivery ManagerDeals with all identified and escalated operational issues on shift and ensures that the appropriate solution is provided and the team is communicated toIdentifies any non‑conformance and discrepancies in processes and ensures that the appropriate corrective action is implemented in line with regulations and SLAsProvides independent advice and technical expertise to the operational teams to improve performance and quality of service deliveryDevelops and compiles reports as requested by Department ManagementPrepares audit plans and conducts audits (internal and external) as directed by Department Management and makes recommendations to support implementation of corrective actionsCarries out observations as planned and ensures feedback/coaching is given to the concerned staff on the correct process/procedures and also to Department ManagementQualificationsTo be considered for this role, you must meet the below requirements:Bachelor’s degree or Diploma in business administration/aviation/ground handling/customer serviceAdvanced understanding of airlines? customer service product (specific airport related requirements) and industry regulations for the assigned work area.Advanced understanding of aviation terminologyUAE driving license (for airside based roles)Preferably First Aid trainedAdvanced supervisory, communication, and writing skillsEnglish Language Skills Level 5Proficient customer management, planning and organising, data collection and analysis, safety awareness, IT and computer literacy skillsExperienceBachelor’s degree: 2–4 years of experience in aviation/ground handling/customer serviceDiploma: 4–6 years of experience in aviation/ground handling/customer serviceAdditional to Airside OperationsProficient knowledge and understanding of relevant baggage system (where relevant)Additional to Aircraft AppearanceAdvanced knowledge of interior and exterior cleaning procedures preferredAdvanced knowledge of cleaning chemicals and materials preferredAdditional to Customer ServiceAdvanced understanding of the usage of Departure Control SystemProficient understanding of ICAO Conditions of Carriage and local/international regulations and IATA pertaining to passenger and baggage acceptanceRole KPIsOperations:Compliance with operational procedures and instructionsWork completed in a timely mannerOn‑time performanceAccuracy of complaints and description reportsPeople:Frequency of feedback & appraisal meetingsStaff satisfactionNumber of compliance checks completed per cycleCustomer:Customer satisfactionResolution of customer complaints and outstanding issuesSafety:Compliance with safety proceduresSafety meeting contactsSafety observationsLeadersh