ROLE PURPOSE: 

·         To lead the Airport Operations Control Centre (AOCC) shift team within the Airport Management Centre (AMC) department. The AMC is the central hub for three functions:

·         Operations Planning - leading integrated operational planning and performance analysis for all airports to deliver our target Levels of Service (LOS).

·         Airport Operations Control Centre (AOCC) - Leading day-of-operations within 24/7 control room colocated with ground handler, control authorities, airlines, emergency services and others.

·         Operations Data & Analytics – leading operational data quality management and the development of AMC reporting, analytics, and tools.

·         The job holder’s key accountabilities include:

·         Deliver the Pan-Service Partner Operational Plan

·         Communication and Coordination

·         Incident and Disruption Management

·         Emergency Response Management

·         Continuous Improvement

The job holder is responsible for driving the performance of the Airport Operations Control Centre (AOCC) duty teams including coordinating with the leadership teams of other operational departments and stakeholders.

·         The job holder is responsible for instilling Airports values and behaviours with their team.

·         The job holder is responsible for leading, inspiring and developing the team of AOCC managers and controllers. This includes developing and monitoring appropriate individual/team/shift KPIs as required to continually upskill staff and improve operational delivery.

·         Initially the focus shall be International Airport (AUH) operations and the preparation for the transition to the Midfield Terminal Complex (MTC). In future, this scope will extend to other airports.

·         The job holder shall be based in the control room of the AMC working shift duties.

·         Disclaimer: This job description reflects management’s assignment of essential functions; and nothing in this herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

·         Airport Management Centre (AMC)

·         Air Navigation Services

·         Airside Operations

·         Terminal Operations (inc. Baggage, Experience)

·         Facilities Management

·         Operations Assurance

·         Information Technology

·         QA and HSE

·         Corporate Strategy

·         Finance

·         Procurement

·         Airlines

·         Ground Handler

·         Police

·         Immigration

·         Customs

·         Emergency Services

·         Suppliers

·         Deliver the Pan-Service Partner Operational Plan

·         To lead the Airports operation across all functions in communicating and delivering the daily plan, safely, securely and in a manner that provides the best possible service to our passengers.

·         The plan details passenger processing resources at all touchpoints and the role of the Senior Manager-AOCC is to ensure the plan is effectively operated and proactively adapted as appropriate by all service partner teams.

·         Effective operations will be measured through achieving our targets operational KPIs agreed with VP-AMC to enable a seamless passenger experience.

·         To coordinate with all service-partners both in the AOCC and remotely to ensure all operations (airside, baggage, passenger flow and transportation) are aligned, constantly monitored and optimized as required to provide the best possible experience for passengers.

·         The Senior Manager-AOCC will maintain full oversight across all areas and be responsible for leading and optimizing pan-airport operations.

·         To lead AOCC shift briefings ensuring all service partners are fully informed and prepared with regards to the operational requirements and priorities for the shift.

·         Whilst on duty the post-holder will be the senior point of liaison and escalation between Airports and all service partners including airlines, ground handling agents and government authorities.

·         To consistently maintain concise, effective operations logs, handover materials, and shift reports for operational performance analysis and improvements.

·         On-duty responsibility for leading incident response and mitigating disruption on behalf of Airports.

·         The role will act as the focal point of coordination between all stakeholders in times of disruption and will formulate and deliver appropriate tactical re-planning and recovery activities.

·         To be the lead operational decision-maker for Airports during regular and irregular operations (except during activation of EOC).

·         To be the responsible party for assessing incidents that affect any facet of airport or airline operations and to define and implement appropriate responses including escalation to service-partners and Airports corporate leadership team when appropriate.

·         To immediately report any risks of disruption, lessons learned in addition to following all incident management and reporting procedures.

·         To act as the operational lead for Airports during the initial phases of any airport or aircraft emergency. The role will be a critical decision-maker for activation of any disruption management cells and /or the EOC function.

·         To lead, coach and develop the AOCC shift teams (including managers and officers) to enhance skills and capabilities through structured monitoring and assessments.

·         To nurture a culture of continuous improvement in the AOCC shift within which best practice is constantly maintained and reviewed with appropriate improvement measures identified and implemented.

·         The job holder will ideally be educated to degree level. Equivalent senior operational management experience will be considered as equivalent.

·         Relevant airport/airline/ground handling industry management experience essential

·         People and leadership skills

·         Proven decision maker

·         Able to influence stakeholders

·         Aviation operational control centre management

·         Crisis management skills

·         Airport emergency and security procedures

·         Slot Approval & Capacity Management

·         Airside: Stands, Gates, Cargo, Airfield Transportation etc.

·         Terminal: Check-In, Security, Immigration, Gates, Baggage, Landside Transportation etc.

·         Manpower Planning & Deployment Management

·         Airport control centre systems

·         ACI / ICAO / IATA regulations

·         GCAA/Other Government Entities regulations

·         QHSSE standards

·         MS Office Tools (Excel, Powerpoint) – Intermediate Skills

·         Process Writing & Governance

·         ACDM & Total Airport Management (TAM)

·         Airport & Airline Operational Planning

·         Aviation Data & Regulations

·         Airline Scheduling & Demand Forecasting