Digitalization & Performance Supervisor

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Job Description

About the job


Responible for designing the way in which our airports work through process development and documentation of policies related to ground services (Above-wing) Airport Operations. Holding a line of sight to safety, service, regulatory and operational objectives, this role shapes capability for airport teams and considers end-users application of policy, procedures, and training.


  • Develop, Document and Communicate policies and procedures related to Ground Operations.
  • Verify compliance of documented and proposed procedures with regulatory and company policy.
  • Update the Guest Services Manual (GSM) on a regular basis, ensuring all policy and procedure updates are incorporated into the latest revision.
  • Produce operational bulletins relating to new or amended procedures.
  • Attend meetings, participate in projects and initiatives as a Subject Matter Expert (SME) for Ground Operations.
  • Identify impacts, gaps and actions required to support business change.
  • Engage other departments and business stakeholders to align policy and procedure across the airline.
  • Contribute to Above-Wing Training Needs Analysis and Training Content Development.
  • Understand and consider adult learning principles with regards to training and change management.
  • Identify and troubleshoot operational performance gaps and identify proposed process changes to improve performance.
  • Complete regular benchmarking against industry standard to ensure best practice approach to policy and process design.
  • Conduct airport visits and participate in focus groups with frontline teams to understand challenges and areas of improvement related to individual.
  • portfolio.
  • Oversee a designated portfolio of operational processes/practices and represent Ground Operations at discussions related to the assigned portfolio.
  • Complete additional tasks assigned or delegated by Manager, Ground Policy, and Compliance

Education & Experience:

  • Minimum Diploma level education.
  • Minimum 5 years operational experience in airline or ground handling operations, ideally in which 3 of these years were in a supervisory capacity.
  • Experience in writing airline/ground operations policy, procedure, or training.
  • Fluent in English with excellent Verbal and Written communication skills.
  • Subject Matter Expert in ground operations with a focus on passenger services/guest handling
Abu Dhabi