Airport Duty Manager

We unlock value for Airport Owners and Investors.

daa International was established in early 2014 to leverage the expertise, track record, and experience embedded in the daa Group companies and make it available to the market. It does this by reaching into the organization and assembling skilled teams to deliver customized solutions to unlock value in airports for investors and state owners. The group's capability covers all aspects of airport ownership, investment, and commercial operation. With over 5,000 employees across the group, daa International can draw on a vast pool of subject matter proficiency.

Working at daa International offers a fast-paced environment with a variety of opportunities for every airport professional. We provide a unique environment where you work alongside high preforming industry leaders, join a culture that embraces equality, inclusion and diversity and where continuous development and collaboration is at the forefront.

The Airport Duty Manager is responsible for the efficient and effective tactical management of the processes, resources, and facilities within Red Sea International Airport. The role includes terminals, airside, operations personnel, passenger flows and roads, and all airport facilities. ADMs are responsible for ensuring the integrity and efficiency of daily airport operations which includes managing irregular operations and emergency situations. The responsibilities also include day of compliance with Airport regulations and standards. The ADM is a representative of senior management in their absence (during shifts).

Key Responsibilities:

Leadership Responsibilities:

• Provides frontline team exceptional support through a variety of mechanisms for them to deliver superior guest experience
• Coach and mentor frontline team members in skills, knowledge, and guest experience.
• Ensure that all HR policies and processes are applied according to HR regulations.
• Lead, motivate and develop successful long-term relationships with direct reports
• Drive a safety culture at RSI and ensure day-to-day operations at RSI are in accordance with compliance regulations, ready for “everyday auditability”.
• Play a leading role in business planning and management discussions within the RSI Senior Management team.
• Provide feedback to the wider business and support the ethos of continuous improvement within the guest experience.
• Develop a strong relationship with the client and 3rd party operators to be positioned as a trusted partner.

Guest Delivery Responsibilities:

• Implement and drive strategic plans, both short-term and long-term for enhancing the guest experience at RSI to deliver an outstanding “best in class” guest experience at RSI.
• Continually improve and develop the guest experience strategy, developing and implementing improvement through innovation to make us better and world class in what we do.
• Analyse operational and guest experience data, key performance indicators and database information to put measures in place to ensure ownership and continuous improvement.
• Ensure guests are provided with timely resolution to query management within agreed turnaround times.
• Co-ordinate and manage guest experience projects and initiatives.
• Evaluating and resolving guest complaints to ensure satisfaction with services and to prevent problems from occurring again in the future.
• Build relationships with stakeholders and the airport communities to create a ‘sense of place’ and the RSI ‘voice,’ through guest-centric initiatives.
• Act as an advocate for RSI in addressing guest needs and when required, coordinate those outcomes with the appropriate business areas for resolution.

Operational Responsibilities:

• Oversee daily operations and guest experience at RSI ensuring strong working relationships with internal and external stakeholders.
• Ensure the safety management system is being fully implemented in relation to day-to-day operations at RSI.
• Ensure terminal operations are carried out in line with operational policies, processes, and procedures in line with the policy framework, set standards, GACA and national/international regulations.
• Drive and coordinate contingency plans for the Terminal in the event of an emergency or system breakdown to ensure minimum disruption to experience and the safety of guests and employees.
• Operationally manage RSI; ensuring effective communication so that relevant parties and stakeholders are aware of any operational issues affecting the performance of the airport.
• Measure and report on the processes, controls and performance of RSI using ACI ASQ, Skytrax ratings, guest feedback, SLAs and KPIs.
• Produce daily/shift reports and ensure that any issues that arise are followed through to conclusion.
• Co-ordinate the daily Airport Operations Plan (AOP) and engage with stakeholders on a shift basis to harmonise the guest experience through the process.
• Proactively and dynamically manage the operation, resolving problems and making decisions as they arise.
• Manage the operational response to unplanned airport incidents and major irregular events including all aircraft emergency and distress events. Ensuring that responses are in line with all procedures.
• Co-ordinate projects with wider RSI airport operations and maintenance to ensure they are running to plan and have minimum impact on the terminal operation.
• Work with handling agents, airlines, state agencies, international regulators, suppliers, contractors, other terminal tenants, and stakeholders to ensure that the highest level of service standards are delivered and maintained.
• Conduct comprehensive operational status handovers with ADMs coming on shift.

Requirements:

• Saudi National
• Bachelor’s degree in aviation management, Airport Operations, or a related field.
• Minimum 5 years' experience in Aerodrome/Operations Management.
• Knowledge of Airport Operations, Airport Security, and Aerodrome Safety.
• ACI, ICAO, IATA, GACA, Customer experience certificates. (Preferred)
• Knowledge of GACA requirements.

Wishing you all the best!