Eisa Almaazami

• The Head of Airside Service Delivery (HOASD) is responsible to the Director of Airside Service Delivery (DOASD) for ensuring that the airside service delivery teams maintain the highest levels of customer service, safety and operational performance on a consistent basis in line with the Dubai Airports Strategy & Vision, GCAA regulations and departmental policies, procedures and KPI’s.
• The HOASD will be responsible for providing compelling leadership on a daily basis to the operational service delivery teams. They will be responsible for assisting the VPASD in establishing and maintaining the levels of service required to meet customer expectations while ensuring that the airside service delivery teams perform to achieve and exceed these service levels on a daily basis.
• The HOASD will also be responsible for creating and maintaining strong collaborative relationships with key internal and external stakeholders and customers in order to provide the most efficient and effective operation and required levels of service to all.
• The HOASD will manage the Senior Managers Airside (SMAs) and their teams on a daily basis ensuring that the required performance and levels of service are clearly understood and delivered to the highest standards, making positive interventions when deficiencies are identified and escalating to the VPASD when required.
• The HOASD will be directly responsible for formulating and implementing departmental policies, procedures and standards, continually reviewing and improving them to ensure they meet the needs of our customers and the business while providing the most efficient and effective service possible. They will also be responsible to the VPASD for ensuring that the service delivery teams successfully meet the requirements of the quality assurance process including internal DA and external GCAA audits.
• The HOASD will be responsible for the departmental budget, raising requisitions and managing service providers in line with agreed spending plans while also identifying future budgetary requirements for the service delivery teams in order to inform the annual departmental budget

Job Accountability Area:

• Ensure that the aerodrome is operating in a safe and efficient manner and provide effective management of the aerodrome licensing standards and adherence to all associated policies, procedures and requirements.
• Ensure that the Airside duty team’s daily activities are planned and effective and that all events are recorded appropriately in the duty log and that an effective management report is compiled at the end of each shift.
• Lead, develop and motivate the team to deliver excellent performance and customer service.
• Ensure excellent communications are established with customers and other stakeholders to deliver the service required both in normal operations and in emergency and contingency situations.
• Operate performance management of the team to ensure that they deliver against the team objectives and that individual performance is measured and effective.
• Oversee any contractors operating on the airfield and ensure that any WIP is undertaken in accordance with the work permit and regulatory requirements.
• Lead the team ensuring that all key elements which form part of the safety management system are integrated into their daily activities.
• Ensure that at the start of each shift a briefing to all shift members takes place and that any learning from previous activities is incorporated in a “plan, do, check review” process.
• Ensure that all members of the team are trained and developed in order to meet the requirements of the business and the license.
• Work collaboratively with all Stakeholders
• Provided strong leadership to enhance team productivity and morale.
• Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
• Implemented and developed operational standards, policies and procedures.
• Held monthly meetings to create business plans and workshops to drive successful business.
• Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.

Other Duties

• Three tier inspection processes
• Movement area operations
• Stand allocation operation
• Airside discipline
• Audit inspection processes
• Audit third parties
• Aircraft turnaround activities
• Training & licensing standards in support of airside operation
• Accident investigation & reporting
• Ensuring third party ground handlers and service providers operate within agreed standards
• Bird /Wildlife hazard management
• Adverse weather conditions
• Runways, taxiways, stands and airside roads
• Safeguarding the obstacle free zone and habitat management of up to 13km from the Airport
• Day to day responsibility for airside safety, ensuring 24 hour coverage of the aerodrome licensing requirements.

Communication and Working Relationships:

Exceptional communication skills to effectively communicate with all customers and stakeholders, senior management, government agencies, emergency services to ensure that the operational plans and activities are executed efficiently and effectively.

• Airport Managers/Duty Teams
• Airside Senior Leadership Team
• Air Traffic Services
• DNATA
• GCAA/DCAA representatives as necessary
• Airline Managers as appropriate
• Emergency services
• Contractors
• HSE

Key Competencies:

• Problem Solving and Decision Making
• Effective Communication
• Leadership
• Teamwork
• Situational Awareness
• Safety
• Customer Service
• Security

Developmental Competences:

• Business Awareness
• Problem Solving and Decision Making
• Situational Awareness
• Interpersonal Ability

Technical Competencies:

Level 1 = Foundation: Level 2 = Practitioner: Level 3 = Expert t: Level 4 = Strategic

• Aerodrome licensing and legal: Level 2
• Aerodrome physical characteristics: Level 2
• Aerodrome ground lighting: Level 2
• Air traffic control: Level 2
• Radio and navigational approach aids: Level 2
• Aircraft operations: Level 2
• Risk management: Level 2
• Meteorology: Level 2
• RTF procedures: Level 2
• Marshalling: Level 2
• Bird hazard management: Level 2
• Aerodrome inspections: Level 3
• Airside vehicle operations: Level 2
• Runway surface friction: Level 2
• Airfield planning: Level 2
• Aerodrome safeguarding: Level 3
• Aviation fuelling: Level 1
• Airbridge/FEGP/PCA: Level 2
• Accident investigation: Level 3
• Airport emergency procedures: Level 3
• Aircraft recovery: Level 2

Job Accountability Area:

• Provide a rapid and effective response to any airside accident or incident, manage the Airfield Controllers to provide the required level of service for stakeholders and ensure the safe operation of the Airside environment
• To support the Airside Operations Duty Manager in delivery of the daily plan through the efficient and effective deployment of resources and co-ordination of activities.
• To provide expert knowledge in all areas of daily duties and coach Airfield Controllers in best practice and procedure.
• To be responsible for ensuring that the competency levels of the team are maintained in accordance with the competency framework,and where appropriate deliver technical and mandatory training within the team to maintain the required standards.
• To stand in as contingency cover for the Airfield Operational Duty Manager when required.
• To ensure that customer service is maximized by the Duty Team through supporting and providing input for projects addressing service, safety or operating efficiency. Seeking areas for change that would improve customer service and possessing a “can do” approach to customer demands.
• Proactively promote a high standard of airside discipline with all organizations operating airside and support individuals working on the airfield in order to ensure safety and compliance with operating requirements in support of the Airside Operational Duty Manager.
• Ensure that the Safety Management System and culture is promoted and that the Level 1 & 2 inspection process is carried out competently in order that the physical assets of the airfield are effectively and safely maintained

Other Duties:

• Responsible for personal and team compliance with Health & Safety, Security and Environment policies, ensuring working practices minimize risk to self, work colleagues, customers, staff and the environment.
• To comply with all legal and statutory obligations applicable to this role.
• Provide support for the Stand Allocators when resources are depleted
• Any other duties as reasonably requested by the company that may be outside the standard remit of the role.

Key General & Technical Competencies:

• Problem Solving and Decision Making
• Effective Communication
• Leadership
• Security Awareness
• Situational Awareness
• Customer Service Orientation
• Safety Awareness

Additional/Developmental Competences:

• Organizing for results
• Adaptability and Innovation
• Initiative and Commitment to Achieve
• Interpersonal Ability

Technical Competencies:

Level 1 = Foundation: Level 2 = Practitioner: Level 3 = Expert t: Level 4 = Strategic

• Air Traffic Services / Air Navigation Services: Level 2
• Radio Telephony Procedures: Level 2
• Marshaling: Level 2
• Inspection Process ( Three Tier ): Level 3
• Surface Inspections: Level 2
• Aerodrome ground lighting: Level 2
• Aerodrome Safeguarding: Level 2
• Wild Animal Habitat Management: Level 3
• Adverse Weather: Level 2
• Low Visibility Operations: Level 3
• Control of Works In Progress: Level 3
• Health & Safety includes Risk Assessment: Level 3
• Accident & Incident Investigation: Level 2
• Airside Driving including Maneuvering Area: Level 2
• Airline Operations / Customer Service: Level 2
• Environmental Issues: Level 2
• Emergency Procedures and Contingency Planning: Level 2
• Airside Discipline: Level 2
• Stand Management: Level 2
• Fuelling of Aircraft: Level 2
• Runway Surface Friction: Level 2
• Principles of flight: Level 2
• Promulgation Of Information: Level 2
• Aviation Security (Technical Learning and Development Mandatory Course): Level 2
• Human Factors: Level 3
• Glossary of Terms: Level 2

Job Accountability Area:

• Provide a rapid and effective response to any airside accident or incident, manage bird control procedures and marshal aircraft in order to ensure the safe operation of the airfield.
• To deliver all the activities required in the Airside Daily Plan as directed by the Senior Operations Controller/Airside Operations Duty Manager.
• To ensure that excellent customer service is provided to all stakeholders operating in the Airside environment.
• Proactively promote a high standard of airside discipline and set the standards for all other organizations to achieve when operating airside.
• Ensure that safety is given the top priority when operating in the Airside environment.
• To comply with all legal and statutory obligations applicable to this role.

Key General & Technical Competencies

Critical competences:

• Problem Solving and Decision Making
• Effective Communication
• Leadership
• Customer Service Orientation
• Situational Awareness
• Safety Awareness
• Security Awareness

Additional/Developmental Competences:

• Adaptability and Innovation
• Initiative and Commitment to Achieve
• Interpersonal Ability

Technical Competencies:

Level 1 = Foundation: Level 2 = Practitioner

• Aerodrome licensing and Regulation: Level 2
• Aerodrome physical characteristics: Level 2
• Aerodrome ground lighting: Level 2
• Air traffic Control: Level 2
• Radio Navigation and Approach Aids: Level 1
• Aircraft Operations: Level 2
• Health and Safety: Level 2
• Meteorology: Level 1
• RTF Procedures: Level 2
• Marshalling: Level2
• Wild Animal Hazard Management: Level1
• Aerodrome Inspections: Level 1
• Airside Vehicle Operations: Level 2
• Runway Surface Friction: Level 1
• Airfield Planning: Level 1
• Aerodrome Safeguarding: Level 2
• Aviation Fuelling: Level 1
• Fixed Apron Services: Level 2
• Accident Investigation: Level 2
• Airport emergency Procedures: Level 2
• Aircraft recovery: Level 1
• Contingency Planning: Level 1
• Airside Safety management: level 1
• Aeronautical Information: Level 1
• Control Authorities: Level 1
• Capacity Management: Level 1
• Environmental Management: Level 1

Job Accountability Area:

• Patrolling
• Ensure total safety control in allocated area
• Liaise as instructed
• Respond to emergency
• Maintain own vehicle/ equipment
• Monitoring the Safety in DIA
• Monitoring environment in DIA
• Monitoring dangerous goods
• FOD control taxiway & runway
• LVO procedures
• Control of violations & violators
• Work notification safety standers control
• ACFT inspection
• Vehicle inspection
• Facility inspection
• Taxiway – runway inspection
• Support to DIA operations
• Emergency response

Experience gained from this job:

Skills:

• Communication
• Information Monitoring
• Team Work / Collaboration
• Customer Services Orientation
• Judgment / Problem Solving
• Follow Up

Personal Experience:

• Handling violations/violators
• Baggage reconciliation
• Vehicle/equipment inspection
• Emirates flying school aircraft inspection
• Emergency response
• Photography
• Investigations

Job Accountability Area:

• Making applications
• Providing information for police
• Representing the bank in different meetings (Police)
• Taking action against customers who have past due (police action)
• Updating customers’ data in system
• Visiting customers’ stores and shops
• Worked with customers to answer questions, resolve disputes and research discrepancies.
• Supported customers with invoices, statements and other basic questions.
• Received inbound customer calls related to credit and accounts receivable.
• Processed recurring automated payments and credit card payments.

Duties in other departments:

Customer Service activities, such as:

• Consulting customers
• Collect & deliver cheques
• Funds transferring
• Opening/closing accounts
• Solving customers’ issues

Cheque Deposit:

• Depositing cheques of customers