Service Delivery Manager
Emirates Airlines
Total years of experience :21 years, 2 Months
Duties: People Management, Operations Management, Safety and Security, Customer Service.
Led a team of 5 direct and 10 indirect reports to engage at the grass-root level, resulted in my shift exceeding the KPI target of 95% and achieving 100% for safe on-time performance.
Focus on process improvement by using lean tools resulting in saving of $160k on product delivery from the warehouse to the aircraft.
Designed an internal audit process resulting in 100% compliance to ISO 9001 quality management system standards.
Improved truck waiting time for order pick-up from 10 minutes to 3 minutes by introducing 5S philosophy at the storeroom.
Duties: Manpower forecasting, Recruitment, Training, Productivity Improvement, OSHA.
Balance scorecard (BSC): Department got ranked in the top 3 business units (total 12) in yearly released BSC ranking for FY18-19. This was achieved by designing enhanced standard operating procedures and motivating 15 direct reports to implement the turnaround strategy. Department excelled in customer satisfaction, quality audits and reduced safety incidents.
Contributed towards saving of $ 190k and complying to ISO 14001 environmental standards, by negotiating service level agreement with internal stakeholder to introduce recycling processes for wooden pallets.
Reduced the CAPEX cost of $ 55k by de-commissioning make-shift staff break room facilities by shifting them to a permanent facility.
Alongside the engineering department, invented a mechanized pallet-stack-preparation platform, thereby reducing the need for human intervention and increasing safety standards by 30%.
Proactively introduced quick reference guides for existing processes which uplifted staff confidence and reflected positively on their performance metrics and external audits.
Initiated the program for recognition of top performers which uplifted staff morals across various shifts and fostered healthy competition.
Introduced the concept of all-rounders, prepared skill matrix and arranged inter-department training resulting in the availability of cross-trained staff during peak season and reduction in overtime pay. Spearheaded preventive maintenance process and made quarterly schedules for serviceability checks resulting in a 60% reduction in equipment failures.
Duties: Production Targets, Customer Satisfaction, Performance Management, Quality Control.
Cargo delivery KPI improved from 95% to 99.5% due to efficient manpower planning and introduction of close proximity allocation. The rippled effect also improved the production target. Recognized for introducing Root cause analysis, which resulted in the department being rated among the top 5 business units for customer satisfaction during FY13-14. Before my induction in 2012 the department was amongst the bottom 3 business units total (12 units).
Often ably identified by senior management for my leadership and mentor-ship potentials and for coaching 4 team leaders to become supervisors.
Plan and expedite Aircraft turnaround, achieving safe, legal, punctual departure.
Ensure all planned cargo and passenger baggage get loaded to void revenue loss.
Coordinate with group sections, government departments, and outside agencies effectively.
Ensure exceptional customer service for customer airlines, Emirates and government agencies.
Direct deployment of staff and equipment efficient disembarkation of passengers and cargo.
Manage adjustment of equipment or manpower levels and last-minute load acceptance.
Direct and support down line staff in resolving any issue that may compromise on the on-time performance or safety of the aircraft.
Update load sheet with any LMC and ensured loading as highlighted on the load plan.
Support administrative functions of the Dispatch team and completed quality control checks.
Oversee resources, ensuring they are available, serviceable, and in position prior to flight arrival.
Provide training for new dispatchers as an on the job trainer and reviewed suitability for work.
Conduct Performance appraisal for reporting staff members annually and at regular intervals.
Supply various process improvement initiatives and earning the best dispatchers award.
Answering telephone calls and emails for ticket fare, reservations, arrival and departure, and general inquiries.
Issue tickets at the airport office and suggest travel itineraries for walk-in customers.
Assigned seats, coordinated special needs of and supervise check-in agents from service providers.
Monitor boarding process with emphasis on priority class and special needs passengers.
Check post-flight documents, send important telex, prepare reports and check sheet for accounting purposes.
Assist passengers on arrival with their mishandled or damage baggage claims and approve interim relief payment. Initiate mishandled baggage tracing to minimize customer inconvenience.
Licensed for B 777-300 and 747-400 load and balance ensured maximum load uplift whilst maintaining aircraft safety at all times.
Monitor aircraft stands and ensure proper equipment and manpower is provided by service provider to perform flight handling procedures as per the laid down standards.
Handled back office operations for British Airways contact centre. Monitor status of incoming and outgoing flights. Attending to queries related to delayed flights and later rebook passengers with the best connection in order to minimize inconvenience to pass
URL removed due to policy violation. Please contact support for further information.