dnata Airport Operations’ vast ground handling operations successfully service the major global hub at Dubai International Airport and Al Maktoum International Airport. We deliver a seamless experience from check-in to baggage delivery for more than 80 million passengers and 140 scheduled airlines annually.

As Commercial Support Manager, you will lead and optimise support functions for dnata Airline Services, enhancing service standards, executing departmental projects or initiatives and driving improvements in processes, health & safety, training, data, systems and quality, while aligning with stakeholder expectations and reducing operating costs through efficient manpower utilisation.

In this role, you will:

• Support VPs and Management Teams across operational areas by contributing to departmental objectives, annual plans, resource allocation and budgetary forecasting.
• Collaborate with operational managers to assess stakeholder satisfaction and develop ongoing service improvement strategies that maintain dnata’s standards.
• Coordinate with dnata Airport Operations Commercial and Business Support teams to prepare for new airline operations, adapt existing customer handling and align plans on manpower, outsourcing, projects and technology.
• Work with Airline Services support departments to prioritise and integrate standard initiatives under the guidance of SVP-AS and VP leadership.
• Ensure efficient implementation of service standards and continuous improvement programs to enhance operational excellence.
• Deploy Subject Matter Experts effectively while nurturing a culture of safety, respect and high performance across Airline Services.
• Lead efforts to improve individual performance, engagement and productivity through coaching, training and ongoing career development for all staff.
• Oversee operational delivery by supervising daily departmental processes and verifying staff qualifications meet service expectations.
• Execute wider departmental projects aligned with medium-term goals, represent the department in key internal and external working groups and ensure operational planning activities are completed on time.
• Drive strategic performance by implementing change initiatives, leveraging innovation and LEAN principles to reduce costs and boost customer satisfaction, while monitoring progress against business goals.

To be considered for the role, you must meet the below requirements:

• Bachelors Degree in one of the following majors, along with 8+ years’ experience in business administration, aviation, ground handling or customer service
• Diploma in one of the following subjects, along with 10+ years of experience in aviation, ground handling or customer service

You’ll have an edge if you have:

• Advanced understanding of aviation terminology, airline customer service products and industry regulations
• Strong customer management skills
• Exceptional organisation and planning abilities, along with being IT and computer literate
• Advanced communication and writing skills
• A safety conscious approach, with strong leadership skills
• Proficiency in budget and cost control management

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop in their careers. So if you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Recruitment Process and Timeline

Emirates Group is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group