To oversee all aspects of outstations ramp operations to ensure these activities are carried out in accordance with Emirates operating procedures and safety standards, and local and international regulations. Ensure the safe, efficient, and punctual delivery of operations on the ramp so that Emirates’ safety and compliance levels are upheld and enhanced, whilst protecting our reputation, as per the criteria set forth by the Company’s safety and security policies, standards and procedures. Plan, organise, monitor, and control all aspects of ramp operations including effective co-ordination of all internal and external departments such as Ground Handling Agents, caterers, fuellers, and various authorities at the airport, to ensure that decisions are made and operations are performed with safety in mind, with continual role modelling of best practice safety behaviours. Ensure a safe and on-time departure for Emirates.
a) Overall responsibility for all operational units and Ground Service Suppliers (GSPs) on the ramp. Monitor readiness of GSPs to ensure that all resources are available at the required time(s) to perform a safe turnaround. Ensure adequate number of resources are provided, in line with contract/SLA, and used to optimise efficiency.
b) Interacts with all required stakeholders involved in the aircraft servicing to ensure all safety and operational handling procedures are in place and adhered to, including supervision of all loading and unloading as per Emirates’ requirements, whilst observing the critical path or Precision Timing Schedules for the various engagement times.
c) Responsible for maintaining close working relationships with internal departments (EKAS & EK SkyCargo), Airport Authorities, Police, Security, and third-party contractors to ensure that all parties are informed and aware of changes in ground handling procedures.
d) Undertake projects and duties from time to time, as advised by the Airport Services Manager, in relation to operational processes, standards and procedures throughout the Emirates Outstation Operation, thereby improving safety, efficiency and quality of the services delivered at the station.
Service Level Agreement (SLA) / Key Performance Indicators (KPI)
e) Oversee and regularly audit SLA adherence with all airport service providers, ensuring a measurable and deliverable set of standards (KPIs) are maintained and delivered at all times. Establish new standards as/when needed to improve overall performance. Manage and update EKAS ramp operation reporting dashboard, producing and analysing regular reports, identifying trends, benchmark performance etc. and present these to appropriate stakeholders.
f) Conduct SLA reviews and audits to ensure business partners and stakeholders comply with EKAS operational and quality requirements. Work closely with EKAS HQ, Safety department in executing quality related improvement initiatives identified.
Compliance
g) Ensure Passenger Service and Ground Operations Manual updates are communicated and adhered to, internally and by relevant GSPs.
h) Identify potential areas of compliance vulnerability, changes in compliance landscape and risk; undertake regular risk assessments and develop and implement mitigations / corrective action plans for resolution of problematic issues and provide guidance to concerned stakeholders on how to avoid or deal with similar situations in the future.
i) Participate in compliance & external safety and regulatory audits. Produce audit reports to ensure adherence to requirements and follow up with concerned stakeholders to ensure corrective actions are implemented as needed. Use internal SMS tools such as Coruson and QPulse to track and resolve quality or performance issues.
Investigations
j) Raise reports if any non-compliance discovered, and lead/participate in investigations of raised issues to identify root cause and develop/implement corrective actions. Support in the investigation of all safety irregularities and work closely with EKAS HQ, Group Safety, Flight Operations (and other departments, as required) during investigations into accidents/incidents, critiquing investigation reports and development and implementation of remedial actions. Promote a culture of continuous safety improvement, with open reporting of safety deficiencies, human factor issues and compliance with local laws to uphold the delivery of safe and secure operations.
