Cargo Operations Center Duty Manager Etihad Airways

Synopsis:

Acting as main POC for all stakeholders and airline functions in AUH Cargo Operations Center, with and extended focus on monitoring all aspects of inbound quality, physical, documents and messaging and form a strong link to the Cargo Network & Delivery team.

Lead and direct a 24/7 Cargo Operations Center team with focus on Global Partners, escalation desk and Etihad Cargo tracing activities for enhanced customer experience and more sophisticated resolution of service failures.

Define and monitor appropriate key performance indicators for both customer satisfaction and operational delivery performance. Consider all elements of customer expectation and ensure the overall service delivery performance is aligned

Operational 24/7 contact for all aspects of dangerous goods and responsible for managing the dangerous goods hotline providing subject matter expertise to the network including Airport management and check in agents.

Accountabilities:

• Day to day accountability for monitoring of all operationally defined KPI s within the hub operation and addressing any identified issues to implement corrective action after identifying root cause.

• Engage with all departments to ensure effective use of capacity both ULD and flights through effective planning and appropriate oversight over handling operation.

• 24/7 Management contact for all aspects of the Airline s ULD control

• 24/7 contact for Freighter operations co-ordinate appropriate responses and actions related to decision making for freighter schedule changes and/or delays

• Direct cargo contact for the Airlines Network Operations Centre (NOC) & Hub Control Centre (HCC)

• Subject matter expertise for the Airline handling requirements for products

• Day to day contact for all network stations (GSA & GHA) in regard to hub support, and to provide feedback related to hub performance, Minimum connection times & Quick Ramp Transfer procedures.

• 24/7 Dangerous Goods hotline contact supporting enquires and escalations related to dangerous goods carriage across the network.

• Responsible for the oversight of all escalated shipments and for managing the Special Handling Service (SHS & SHS+)

• Responsible for initial investigation into reported safety and/or security incidents

• Establish and maintain close working relationships with the Service Providers, Ramp Handlers, GSAs, commercial teams for providing sufficient resources to achieve On-Time Departure Performance especially for RFS and freighter operations.

• Oversee the timely issuing of all Flight Load Plans ex-HUVB, leading and establishing best practices to ensure all flights to be maximized to their capacity and conduct review of processes and procedures for improvement of service delivery such as reduction in UTLs, operational discrepancies and offloads

• Manage all Cargo tracing activities across HUB and Network as well as permit applications, documentation requirements associated with special products and cargo equipment.

• Oversee reporting and root cause analysis of service delivery failures, such as MSCA, FDCA, MSAW, FDAW; and for addressing relevant stakeholders for improvement