Department Subject Matter Expert

Job Description

dnata Airport Operations handles extensive ground services at Dubai International Airport, supporting over 80 million passengers and 140 airlines annually. The role provides on-shift expertise and guidance to improve service quality, resolve operational challenges, and address personnel or procedural gaps, ensuring safe, efficient, and compliant operations.

Key Responsibilities

• Plan and schedule observations to ensure balanced coverage across the department.
• Deliver safety briefings and intervene when risks are identified, following up on corrective actions.
• Coach staff on safe work practices, required skills, and expected behaviours, acting as a role model.
• Provide technical support to ensure tasks are completed efficiently and according to procedures.
• Escalate behavioural or procedural issues to the Service Delivery Manager.
• Follow all safety, quality, training, operational, and environmental policies to maintain a safe work environment.
• Lead during disruptions or crises to ensure timely resumption of standard operations.
• Address operational issues on shift and communicate solutions to the team.
• Identify process non-conformances and ensure corrective actions are implemented per regulations and SLAs.
• Provide technical guidance to operational teams to improve performance and service quality.
• Prepare and submit reports as required by Department Management.
• Conduct audits (internal/external) and recommend corrective actions.
• Carry out planned observations, giving feedback and coaching to staff and reporting findings to management.

Skill & Experience

• Diploma with 4–6 years’ experience in aviation, ground handling, or customer service.
• Strong knowledge of airline customer service products and airport-specific requirements.
• Good understanding of aviation terminology and industry regulations.
• UAE driving license (for airside roles).
• Preferably First Aid trained.
• Advanced supervisory, communication, and writing skills.
• English proficiency – Level 5.
• Skilled in customer management, planning, organizing, and data analysis.
• Strong safety awareness and IT/computer literacy.
• Airside operations: knowledge of relevant baggage systems.