Department Subject Matter Expert – Emiratisation

Emirates Airlines - Other locations; Dubai; On-site; AED 223,000 - 391,000; Full time

Benefits offered by this job

Tax-free salary

Travel benefits

Flight discounts

Hotel discounts

Job summary

dnata is a global air and travel services provider offering ground handling, cargo, travel and catering services. This role, Department Subject Matter Expert, provides expert guidance on shift operations to ensure safe, efficient, and service-oriented delivery across teams.

Location is Dubai with a focus on safety, quality, and regulatory compliance. The role emphasizes leading during disruptions, improving service delivery, and developing reports and audits for continuous improvement.

Qualifications

• High School Diploma in a related field.
• 4–6 years of experience in Aviation, Ground Handling, or Customer Service.
• UAE driving licence.
• Advanced supervisory, communication, and writing skills; English Level 5.
• Proficient IT and baggage system knowledge.

Responsibilities

• Plan the observation schedule for the Department with balanced observations.
• Deliver safety briefings and follow up on corrective actions.
• Coach staff on safe skills, knowledge, and behaviours; act as role model for safety.
• Provide technical assistance to ensure work complies with procedures; escalate issues.
• Follow policies for safety, quality, training, and environmental management.

Skills

Supervisory skills

Written communication

English language proficiency

Data collection and analysis

Safety awareness

IT literacy

Baggage system knowledge

Education

High School Diploma in Business Administration, Aviation, Ground Handling, Customer Service or related field

Tools

IT systems

Baggage handling systems

Job description

Job Purpose

dnata 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.

As a Department Subject Matter Expert, you will provide expert guidance and support on shift operations, enhancing the quality and consistency of service delivery. You will address operational issues and challenges, including resolving personnel capability and procedural shortfalls, to ensure a safe, efficient, and service-oriented work environment. All activities must be carried out in compliance with regulatory, legal, and safety requirements, as well as standard operating procedures.

In this role, you will:

• Plan the observation schedule for the Department, ensuring a balanced distribution of observations.
• Deliver safety briefings as directed by Department Management, intervening when risk exposure is identified and following up on corrective actions.
• Coach staff on the skills, knowledge, and behaviours required to work safely, providing support and direction while acting as a role model for the desired safety behaviours and leading with safety.
• Provide technical assistance to ensure work is completed efficiently and in compliance with procedures, and escalates behavioural and procedural matters to the Service Delivery Manager.
• Comply with all relevant safety, quality, training, operational, and environmental management policies, procedures, and controls to ensure a healthy, respectful, and safe work environment.
• Take a lead role during disruptions, crisis management, and fallback operations to ensure the timely resumption of standard operations, as directed by the Department Controller or Service Delivery Manager.
• Deal with all identified and escalated operational issues on shift, ensuring appropriate solutions are implemented and communicated to the team.
• Identify non-conformances and process discrepancies, ensuring appropriate corrective actions are implemented in line with regulations and SLAs.
• Provide independent advice and technical expertise to operational teams to improve performance and the quality of service delivery.
• Develop and compiles reports, prepares audit plans, and conducts internal and external audits as directed by Department Management, making recommendations to support the implementation of corrective actions.
• Carry out planned observations and ensures feedback and coaching are provided to the relevant staff on the correct processes and procedures, as well as to Department Management.

Qualification

To be considered for this role, you must meet the below requirements:

• High School Diploma in Business Administration, Aviation, Ground Handling, Customer Service, or a related field.
• Minimum 4 to 6 years of experience in Aviation, Ground Handling, or Customer Service.
• Advanced understanding of airline customer service products, including specific airport-related requirements, industry regulations applicable to the assigned work area, and aviation terminology.
• UAE driving licence.
• Preferably First Aid - trained.
• Advanced supervisory, communication, and writing skills, with English Language Skills at Level 5.
• Proficient customer management, planning and organizing, data collection and analysis, and safety awareness skills.
• Proficient IT and computer literacy skills.
• Proficient knowledge and understanding of the relevant baggage system (where applicable).

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotel stays worldwide.

Discover what it’s like to live and work in our fast-paced, cosmopolitan home city by visiting the Dubai Lifestyle section on our career’s website: www.emirates.com/careers