JOB DESCRIPTION

Assistant Manager - Terminal Operations will support the Terminal Operations Manager in ensuring safe, secure, efficient and customer-focused Terminal 5 operations through effective operational oversight, stakeholder coordination and continuous performance improvement.

KEY RESPONSIBILITIES

• Terminal Operations: Monitor daily terminal operations, passenger flows and flight readiness to ensure seamless arrivals and departures.

• Passenger Experience: Monitor passenger satisfaction, queues, waiting times and complaints, implementing service recovery and improvement measures.

• Flight & Terminal Readiness: Ensure the readiness of check-in counters, gates, boarding areas, arrival halls, baggage facilities and terminal systems.

• Operational Performance: Monitor operational KPIs, analyze trends, prepare dashboards and reports, and implement corrective and preventive actions.

• Disruption Management: Coordinate responses to flight delays, cancellations, system failures, security incidents and other operational disruptions.

• Safety & Security Compliance: Monitor compliance with applicable aviation safety, security, regulatory and company requirements, coordinating with the relevant authorities and departments.

• Stakeholder Coordination: Liaise with OCC, Ground Handling, Customer Experience, airport authorities, government agencies and service providers to maintain uninterrupted terminal operations.

• Service Provider Management: Monitor ground handling and other service providers against agreed SLAs, KPIs and service standards, ensuring timely resolution of deficiencies.

• Manpower & Resource Planning: Support workforce planning and optimize the utilization of terminal manpower, counters, gates, facilities and operational equipment.

• Business Continuity: Support contingency planning, emergency response exercises and operational recovery, ensuring lessons learned are incorporated into procedures.

• Continuous Improvement: Identify opportunities to improve passenger throughput, reduce delays and waiting times, enhance service quality, optimize costs and implement digital solutions.

• Management Reporting: Provide regular operational performance reports, highlight risks and significant issues, and recommend practical solutions to management.

JOB REQUIREMENTS

Education:

• Bachelor's degree in Aviation, Airport Management, Business Administration, Operations Management or a related discipline.

PROFESSIONAL EXPERIENCE

• Minimum 3 years of relevant experience in airline, airport, ground handling or terminal operations, including supervisory or management responsibilities.

COMPETENCIES

• Strong understanding of passenger terminal operations, aviation safety and security requirements, and applicable regulatory procedures.

• Experience in stakeholder coordination, disruption management, service-provider performance and operational KPI monitoring.

• Excellent spoken and written Arabic and English, with proficiency in Microsoft Office and operational reporting tools.