Manager Dispatch
Etihad Airways
Total years of experience :21 years, 0 Months
• Department leader for over fifty staff members for different levels of operational administration, development and staff improvement.
• Led changes through effective communication channels, by implementing new responsibilities to restructure work processes, enhance guest experience and to improve on time performance.
• Created awareness and behaviour towards a customer service and safety driven culture. Managed team performance by implementing clear objectives and personal improvement plans.
• Produced a roster in the most efficient way by keeping in mind cost and other resource constraints. Found solutions to manage a flight increase of 25% without additional staff.
• Thorough investigation of customer issues and implementation of action to improve future performance. Prepared solution orientated responses and innovative ideas for weekly meetings with involved parties.
• Identified customer needs in order to implement changes to enhance the flight experience.
• Managed key parts for the implementation of the new departure control system from Amadeus to Sabre.
• Close involvement with national government policy with regard to the local population and their integration and development within the organisation.
• Staff recruitment and training.
• Enhanced the welfare and workplace situation of the team by clear definition of responsibilities. Designed and constructed new office layout and equipment using cost efficient products.
• Played a key part in one of the main projects within Etihad’s development and their biggest change within 10 years. The implementation of SabreSonic system had an impact on reservations, inventory, eCommerce, distribution and the departure control system. Coordinated training and rehearsal sessions for 68 employees and ensured a successful switch with sufficient and qualified staff.
• Created partnership solutions with the airport handling company ADAS with clear and achievable goals to reduce costs, avoid an overlap of activities and form mutual relationship benefits. Defined a new job profile based on the changed responsibilities. Coordinated cross training of 50 employees and arranged observation of new responsibilities for familiarisation.
• Drove and developed operation and performance for over a hundred daily departures in line with company safety standards and service handling agreements.
• Created and maintained a streamlined information process between various operational departments, service providers and stakeholders to achieve set targets.
• Managed the daily schedule including turnaround process, stand allocation, maintenance schedule and crew qualification. Developed an efficient plan of action and communication for the Hub Control Centre for overcoming and managing disruptions.
• Understanding the need to build cross culture bridges across teams, departments and customers.
• Staff performance appraisal, evaluation and development.
• Received an exceed in the performance review
• Worked closely with Flight Operation and Charter Management to plan efficiently according the Austrian flying programme and its long-term changes.
• Ensured crew welfare and developed strategies for managing crew shortages.
• Maximised profit by sourcing crew and planes to take advantage of any new route development.
• Managing day-to-day crew roster in conjunction with the flying schedule whilst adhering to FTL requirements.
• Responsible for crew liaising, training requirements, economical and operational issues, government restrictions, healthcare and visa issues. Responsible for a smooth operation of all Austrian Airlines flights into and out of Vienna. Monitored flight delays and its impact on aircraft operation and guest connections.
• Prepared and handled thirty-five customer airlines.
• Responsible for a smooth operation of all Austrian Airlines flights into and out of Vienna. Monitored flight delays and its impact on aircraft operation and guest connections.
• Managed AOG, Diversions, crew shortages and guest misconnections
• Prepared and handling of all around 35 customer airlines.
• Working in Customer Service covering Check-in, Gate, VIP travel, Ramp, Baggage handling and Ticketing