Department Subject Matter Expert (SSP) – Emiratisation

Emirates Airlines - Other locations; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading airline in Dubai is seeking a qualified individual to oversee airport operations. The role involves planning schedules, coaching staff on safety practices, and ensuring compliance with operational procedures. Candidates should possess a diploma, relevant experience in airlines or customer service, and advanced supervisory skills. Join us for an attractive tax-free salary and unique travel benefits, living in the vibrant city of Dubai.

Benefits

Tax-free salary

Travel benefits including flight and hotel discounts

Qualifications

• Advanced understanding of airlines/customer service product and industry regulations.
• UAE driving licence (for airside based roles).
• Preferably First Aid trained.
• English language skills – Level 5.

Responsibilities

• Plan observation schedule for Department.
• Deliver safety briefings and intervene on risks.
• Coach staff on safety behaviours.
• Provide technical assistance for compliance with procedures.

Skills

Advanced supervisory skills

Advanced communication skills

Proficient customer‑management skills

Proficient planning and organizing skills

Proficient data collection and analysis skills

Proficient safety awareness skills

Proficient IT and computer literacy

Education

Diploma

4-6 years of experience in aviation/ground handling/customer service

Job description

Job Purpose

dnata Airport Operations’ vast ground handling operations successfully service the major global hub that is Dubai International Airport. We deliver a seamless experience from check‑in to baggage delivery for more than 80 million passengers and 140 scheduled airlines annually.

In this role, you will

• Plan: Plans observation schedule for Department ensuring a balanced distribution of observations.
• Lead: Delivers safety briefings as directed by Department Management while intervening when there is risk exposure, following up on corrective actions.
• Lead: Coaches 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.
• Lead: Provides technical assistance to ensure that work is completed efficiently and in compliance with procedures. Escalates behavioural and procedural matters to the Service Delivery Manager.
• Execute: Complies with all relevant safety, quality, training, operational and environmental management policies, procedures and controls to ensure a healthy, respectful and safe work environment.
• Execute: Takes 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 Service Delivery Manager.
• Execute: Deals with all identified and escalated operational issues on shift and ensures that the appropriate solution is provided and the team is communicated to.
• Execute: Identifies any non‑conformance and discrepancies in processes and ensures that the appropriate corrective action is implemented in line with regulations and SLAs.
• Execute: Provides independent advice and technical expertise to the operational teams to improve performance and quality of service delivery.
• Execute: Develops and compiles reports as requested by Department Management.
• Execute: Prepares audit plans and conducts audits (internal and external) as directed by Department Management and makes recommendations to support implementation of corrective actions.
• Execute: Carries out observations as planned and ensures feedback/coaching is given to the concerned staff on the correct process/procedures and also to Department Management.

Qualifications

• Diploma: 4-6 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 aviation terminology.
• UAE driving licence (for airside based roles).
• Preferably First Aid trained.
• Advanced supervisory skills.
• Advanced communication skills.
• Advanced writing skills.
• English language skills – Level 5.
• Proficient customer‑management skills.
• Proficient planning and organizing skills.
• Proficient data collection and analysis skills.
• Proficient safety awareness skills.
• Proficient IT and computer literacy.
• Additional to airside operations: proficient knowledge and understanding of relevant baggage system (where relevant).
• Additional to aircraft appearance: advanced knowledge of interior and exterior cleaning procedures preferred.
• Additional to cleaning: advanced knowledge of cleaning chemicals and materials preferred.
• Additional to customer service: advanced understanding of the usage of Departure Control System.
• Proficient understanding of ICAO Conditions of Carriage and local international regulations and IATA pertaining to passenger and baggage acceptance.

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 website: www.emirates.com/careers