Job Details
Position Title
Ground Handling Supervisor
Reports to
Ground Handling Manager
Division
Ground Handling
Grade
Department
Airport Operations
Job Purpose
Oversee and coordinate ground handling operations to ensure compliance with safety regulations, SOPs, and labour laws. Manage Terminal & Ramp operations, optimizing passenger processes for efficiency. Lead and train a diverse team, ensuring strict adherence to service & security procedures. Collaborate with internal and external departments, managing cash handling and landing permissions. Deputize GHM, handle emergencies, and ensure precise documentation. Cultivate a team culture of punctuality, adherence to grooming standards, work ethics and delivering exceptional customer service for on-time flight departures.
Functional Accountabilities
Area of Contribution
Key Activities
Financial
- Ensure a smooth transition of daily cash collection between shifts and the timely deposit of cash to the finance department, accompanied by necessary supporting documentation.
Process
- Coordinate and supervise ground handling operations, ensuring adherence to company policies (Health & Safety, Standard Operating Procedures (SOP), labour laws and regulatory regulations.
- Oversees and manages the daily operations of Terminal & Ramp in joint coordination with the OCC (when applicable).
- Ensures efficient and smooth passenger handling, including check-in, boarding, baggage handling, aircraft handling, and customer service.
- Manages a team of PSA, CSA, Ramp, Loaders, Drivers, Cleaners and provides training (even as Train the Trainer), guidance, and support.
- Implement, enforce, monitor, and maintains compliance with safety regulations, security and emergency procedures.
- Continuously evaluate and improve handling processes, identifying opportunities for efficiency and cost savings.
- Monitor staffing qualification to ensure adequate coverage, efficiency, and airline requirements.
- Ensures that all staff are aware, follow and perform read & sign of circulars/memo.
- Liaise with airlines and resolve airline and passenger complaints in coordination with all stakeholders.
- Conduct performance evaluations and provide feedback to team members.
- Collaborate with internal & external departments such as maintenance, IT, HR, police, immigration, custom, airlines and security, to ensure smooth operations.
- Stay updated with industry trends, regulations, and best practices. Prepares and support GHM in duty allocation, plans resources, trainings, and leaves.
- Monitors and approves cash handling, landing permission processing, IROP handling, cash collection from adhoc flights in coordination with finance department, and corporate governance.
- Ensures all team members are following grooming standards, maintaining punctuality, and adhering to work ethics and instructions.
- Deputizing GHM in absence based on DOA, managing emergency situations, and ensuring reporting & coordination with all stakeholders as per ops requirements.
- Ensure accurate documentation and record-keeping according company requirements, regulatory statistics and airline demands.
- Handling discrepancies must be reported and discussed with Ground Handling Manager for taking corrective measures to avoid recurrence.
- Ensure the shift team deliver optimum customer service and on time departure of flights.
Reporting
Ground Handling Manager
Communication & Working Relationships
Internal
- GHM & COO
- ADO, Ramp Supervisor, HR, Finance, Maintenance, Safety, Procurement, Commercial, Fire Dept, Duty Free, Cargo and IT
Reasons for Interaction
- Operational, Administrative & Departmental
- Operational, Compliance and administrative
External
- Police, Immigration, Custom, Alpha, Airlines Security, ADNOC, ATC, MET and DCA.
Reasons for Interaction
Qualifications
Qualifications, Experience, & Skills
Educational Qualifications
Graduate and Fluent in the English language (both spoken and written).
Excellent written and verbal communication skills in English (Arabic is an added advantage)
Diploma or Degree related to ground operations is preferred
Professional Qualifications
Ability to learn things fast and implement them.
English and Arabic skills are an added advantage.
A valid UAE driving licence is a must.
Experience
Required Experience
- Atleast 10 of experience in Aviation (Airline, Airport, Ground handling) & customer services.
- Knowledge of the airport layout, facilities, and equipment, DCS and airport functions.
- Knowledge of the customer service principles and practices, and the ability to provide excellent service to the customers of all business units.
- Preferred L&T license holder and knowledge of terminal & ramp operations.
- Well versed with SGHA, SLAs, ground handling & airline policies & procedures.
- Managed a team size of minimum 50 team members.
Other Requirements- Safety Accountability And Responsibilities
All staff has the following safety responsibilities and is accountable to their supervisor(s) and Head of Department:
- To comply with the relevant safety requirements and procedures outlined in the Aerodrome Operations Manual and Safety Management System and any other instructions or notices issued by Ras Al Khaimah International Airport.
- To comply with the safety requirements detailed within their training.
- To advise their Head of Department and the Airport Duty Officer team of any safety occurrence or system failure and to identify and report any situation of potential risk or concern affecting safety via one of the following means.
- Report directly to the Safety Department or an immediate supervisor.
- Submitting an Accident/ Incident Report.
- Support safety audits as and investigations as they occur.
Competencies
Level of Proficiency
Behavioural Competencies
Leadership, Coordination and Follow-up skills
High
Positive Attitude and Promotes teamwork
High
Ability to learn things fast and implement them
High
Takes Initiatives, responsibilities, and ownership
High
Excellent customers services and problems solving skills
High
Strong decision-making skills and quick-thinking ability
High
Strong in-house employee relationship and Man Management skills
High
Competencies in planning, organizing, prioritizing, delegating, and multitasking
Medium
Strong communication and presentation skills
Medium
Excellent resource management skill
High
Motivational & Mentorship skills
Medium
Maintain Grooming, Punctuality and Compliance
High
Team Player, Adaptable, Share Feedback, ideas, and suggestions
Medium
Flexible with Roster and duty hours (Day/Night Shifts)
Low
Technical Competencies
Knowledge in computer and software applications, such as Microsoft Office, email, power point, excel and database systems.
Medium
Knowledge of weight and balance and DCS (added advantage)
High
Knowledge of Landing Permission processing.
High
Knowledge of FMU and API process
High
