Ground Dispatcher
emirates/dnata
مجموع سنوات الخبرة :18 years, 2 أشهر
Job Purpose:
• As the senior Emirates dispatch representative co-ordinate all functions of each aircraft turnaround, driving and motivating those involved to achieve safe and punctual departures of Emirates flights whilst maximizing the payload, in compliance with all regulatory requirements. Act as the primary point of contact at the aircraft for all Group stakeholders, Government departments and external agencies such as DNATA, DCA, Flight Operations and Service Delivery
Job Accountabilities:
• Manages the departure flight process by leading the EK and DNATA teams with a "can do" attitude that inspires those around them while consistently seeking to optimize the on time performance and/or maximize the payload. Evaluates any anticipated delays to identify opportunities to further maximize payload revenue and enhance customer service
• Maintains full contact with the Emirates Duty Controller in the HCC via the tetra radio network and/or the personal digital assistant (PDA) to allow full transparency of the critical path of the flight departure. This enables the Network Control Centre (NCC) to streamline the base station and network operations through effective tactical decision making
• Through ongoing relationships with flight handling agencies, such as fuelling companies, DNATA and EK flight catering, identify and recommend improvements to procedures and/or standards of safety and security to the EKAS Operations Services Management so that the airline can consistently deliver the highest operational standards in the industry.
• Has full autonomy in the allocation of delay codes and timings for any off schedule departures. This is done by fully investigating PTS schedule failures so that accurate trends can be assessed for future service level improvements.
• Makes decisions on key operational issues such as the offload of passengers and/or baggage and cargo to ensure that the Emirates flight schedule is maintained in accordance with the published precision timing schedule (PTS). Takes accountability for, and has authority to make decisions on the acceptance of last minute or delayed loads that could potentially delay flight departures. Follows the flight briefing and establishes, in consultation with the Emirates Duty Controller, when a delay is acceptable operationally and commercially.
• Plans a strategy for flight departures prior to commencing any precision timing activities after seeking and interpreting a full flight briefing (e.g. en route restrictions, flight crew limitations etc.) via Emirates Hub Control Centre (HCC). Conducts a briefing to all stakeholders involved in the flight departure and establishes any operational shortfalls, organizing immediate remedial solutions within acceptable standards so that an on time departure can be achieved.
Job Purpose:
• Provide strong team leadership and with independent decision making, achieve consistently high quality services in compliance with Standard Operating Procedures (SOP), EKAS Goals and KPI?s. Support and motivate others in the team, specifically new starters, through a thorough understanding of the Gates Service and Transfer Product at the hub. Ensure timely deployment of team members at designated areas and that they adhere to the Safety Policy and Security Standards of the Company. Exceed customer service standards in all areas by role modeling the `I Promise` values.
• Due growing number of customer service points under supervision, on reporting for every assigned flight, role holder to ensure availability of full complement of staff (escalating to Resource Allocators where necessary), conduct grooming checks and a full briefing of team on 'flight specials' as well as incoming passenger loads connecting onto this departure.
• On arrival flights, check for availability of stipulated facilities eg baby strollers, arrival staff in rotunda, positioning of staff to meet special needs passengers etc.
• Ensure standard operating procedures are followed at all times by close supervision of the boarding process eg pre-boarding checks/announcements, zone boarding, document checks, hand baggage collection etc.
• Communicates with various other EKAS and dnata sections on operational problems as well as in ensuring an on-time departure eg Dispatcher, Hub Control, Transfer Desk etc
• Communicates with various other EKAS and dnata sections on operational problems as well as in ensuring an on-time departure eg Dispatcher, Hub Control, Transfer Desk etc
• With minimal escalation to Duty Officers, manage stressful departure situations at the gate, including denied boarding and downgrading of passengers, gate changes and flight delays, short/rush connections and off-loading of passengers. Wherever possible, these situations must be handled, preserving customer service standards and on-time performance. Ensure immediate follow-up actions are taken, where required, in effort to recover the service.
• Closely manage team performance, conducting Spot Reviews to set standards of quantity and quality. Share immediate constructive feedback with the employee.
• Assist the Ground Dispatcher with positioning and removal of aerobridge on both arrival and departure
flights as per standard operating procedure.
• Report discrepancies in day to day activities and recommend solutions/improvements.
Boarding Department:
• Adhere to the internal operating boarding procedures by ensuring that laid down boarding priorities, announcements, hand baggage removal, regular staff briefing and stationary/equipment availability before the flight. Post the flight ensure flight coupon reconciliation and head count confirmation in order to assist the smooth process of a safe and on time departure of EK flights in order to achieve EK standards and customer satisfaction.
• Liaising with Dispatchers, hub control, SAT team and duty officer on duty with regards to any operational issues during the flight boarding
Check-In Department:
• Have done Check-In for entire Emirates network.
• Am a dedicated USA Check-In team member.
• Have done Denied Boarding flights.
• Have done Advanced Passenger Processing (APP) and Advanced Passenger Information (API) to required destinations, wherever applicable.
• Have done document’s check except for Saudi Arabia and Qatar.
• Have done roaming Check-In through PDA, checked in frequent flyers at dedicated Skywards counters and have guided passengers using Self Check-In kiosk.
Boarding Department:
• Have done system boarding for entire Emirates network.
• Am a dedicated USA Boarding team member.
• Have done hand baggage collection for passengers.
• Have worked as a departure staff at the ramp for flights boarding through remote gates.
• Have assisted passengers on remote and stand arrivals.
• Have worked as a Boarding Agent (SAT) and Ramp Coordinator (RC).
Export Department:
• Have done build-up of cargo in ULD’s for all major freighters as well as passenger flights like Cathay Pacific, British Airways, Lufthansa, Dragon Air, etc.
• Have done screening of required cargo and coordinated with Dubai airport police and airline staff for build-up.
• Have done Cargo acceptance (except dangerous cargo) on behalf of Dnata Cargo.
Import Department:
• Have done break-down of cargo from ULD’s for all major freighters as well as passenger flights like Cathay Pacific, British Airways, Lufthansa, Dragon Air, etc.
• Have issued delivery orders to customers for delivery of their respective cargo on behalf of Dnata Cargo.
• Have processed UK Medic Claims for British United Provident Association (BUPA).
• Have coordinated with hospital staffs and Doctors in UK for missing information required for processing claims.
• Have checked compliance and made necessary arrangements for recouping the money incorrectly paid to hospitals in UK.
• Have done quality checks of the claims processed by our claims team to minimize errors and maintain SLA with our client BUPA.
• Have coordinated with the Fun committee for organizing various events in our claims department
• Have done Internet trouble shooting (voice based process) for SBC Yahoo USA.
• Have created sub-accounts for dependents of the clients.
• Have done trouble shooting of other problems arising from SBC Yahoo software and online protection.
• Have coordinated with second tier support in USA and Philippines to resolve the issue beyond our expertise and support.
• Have promoted and created brand awareness for the world’s fastest Dot Matrix printer TVS PROTON for TVS Electronics.
• Have done sales promotion and created brand awareness for Bacardi Breezer.
Bachelor of Commerce, 2005 Degree focus: Financial Accounting and Auditing (Special), Economics and Management. St Andrew’s College, University of Mumbai, Mumbai, India