Airport Services Performance Manager

@The Emirates Group posted 2 weeks ago

Job Description

Job Purpose: Drive and inspire team members and a large, remote and multi-cultural workforce to ensure the team are driven to deliver the highest hospitality standards. Manage staff through clear direction, feedback,motivation and development. This includes regular communication whilst ensuring fair and consistent management of performance issues in line with the corporate policy and EKAS standards – Lead and manage the team to ensure they are developed and have the appropriate skill set and knowledge to apply policies and practices. Guide and develop team with the necessary people management and soft skills, through one to one meetings, coaching and performance reviews. – Establish and maintain an effective staff performance, based on the feedback and evidence on their performance. Use regular communication to encourage and develop performance. Motivate and coach the staff to improve reliability and capability in order to meet the required standards. – Provide direction to the team by setting priorities and ensuring appropriate performance measures (MyBc goals and KPIs) are set and clearly communicated. – Direct team members to liaise with related departments e.g. HR, Employee Assistance Programme, Local Affairs, on appropriate management of critical cases such as (death in service, serious incidents on duty etc…). – Manage disciplinary/capability cases and identify any root, trends, or common cause. Make recommendations, take corrective actions and implement pro-active communication or policy review to ensure preventative action. Collaborate with the team members to understand sickness trends and identify corrective action. – Manage individual customer complaints relating to staff performance and ensure thorough investigation.Administer disciplinary procedures where necessary for staff performance shortfalls/behavioural concerns,in line with policy and procedure. – Investigate cases and ensure thorough reports produced and appropriate action taken to promote high standards of service, conduct and professionalism. – Identify staff development needs; design and deliver regular workshops which highlight opportunities for improved service and support the development requirements for career progression. Support appropriate departments such as: Training and Product Development on the enhancement and design of training and development standards and delivery of the same. – Champion projects to address and ensure continuous improvements of our processes and procedures with the objective of improving staff performance, experience and retention. – Invest in the reward, recognition and development of all staff to ensure that they meet the minimum skill bases and are ready to progress to the next level.
Qualifications & Experience: – Degree or Honours (12+3 or equivalent) Experience : – Airport Operations.Other 8+ Years Knowledge/Skills: – Experience in Airport Operations/Hospitality – Experience with at least 5 years of managerial level – preferably in airport and/or customer service industry. – Well-developed interpersonal and communication skills including extensive experience in liaison, project management and analytics. – Experience of delivering results and engagement programs through large work groups

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