ALI RAZA

• To direct and control all departmental activities on shift, act as point of contact and plan availability of resources / equipment ensuring consistency, safe on-time performance and alignment with SLAs, Standard Operating Procedures, shift demand and regulatory, legal and safety requirements.
• Relationship management of internal and external stakeholders.
• Controlling departmental cost by keeping visual check on monthly overtime tracker.
• People management underlines as a fundamental responsibility of Department officer in airport operations, handling 100 staff per shift inclusive of their development and performance reviews. Providing
management with an improvement plan for staff who are not fully contributing towards business.
• Forecasts any operational issues and ensures availability of resources in case of manpower shortages or equipment breakdown/maintenance.
• Ensures that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviors and follows up on corrective actions.
• Guides and leads Department Team Leaders to deliver the required services as per shift requirements.
• Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment
• Follows all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
• Communicates regularly with key stakeholders to provide them updates on department activities on shift.
• Contributes to the identification of opportunities for continuous improvement of systems, processes and practices, cost reduction and productivity improvement and feeds back to Department Management.

• Supervised all customer services activities, ensuring compliance with service standards and procedures.
• Deployed frontline staff in designated areas, adhering to safety policies and security standards.
• Resolved customer complaints swiftly and accurately, enhancing overall service quality.
• Oversaw control of customer airline flights from check-in to departure, ensuring smooth operations.
• Coordinated with senior management to troubleshoot planned and unplanned system outages.
• Updated contingency plans regularly to maintain effective responses to disruptions.
• Conducted observations and provided coaching on correct processes to staff and management.
• Acted as subject matter expert for system irregularities, analysing discrepancies in check-in and boarding.

• Oversaw smooth operations for customer airline flights from check-in to departure.
• Led a team at check-in, boarding gates, and transfer desk for flight management.
• Monitored and managed junior staff to enhance performance and outcomes.
• Provided primary customer support to both internal and external clients.
• Trained on various DCS, including check-in and control procedures.
• Developed strategies to maintain customer satisfaction by addressing needs and resolving issues.