Ground Operations Duty Manager

Responsibilities

• Oversee 24x7 Hub Terminal Operations, ensuring safety, security, and high-quality guest handling services.
• Manage on-shift responsibility for On-Time Performance (OTP), Net Promoter Score (NPS), and mishandled baggage.
• Monitor and manage the service delivery of third-party suppliers and ground handlers in accordance with Service Level Agreements (SLAs).
• Represent Etihad's brand and reputation during service recovery and emergency or incident management.
• Identify, assess, and escalate operational risks and hazards to appropriate management levels.
• Coordinate with the Network Operations Centre (NOC), Hub Control Centre (HCC), and Aircraft Dispatch to ensure seamless flight schedule delivery.
• Ensure all safety and security occurrences, errors, or near misses are reported and mitigated through established systems.

Requirements

• Minimum Degree Education.
• At least 5 years of relevant experience in airline or ground handling operations, specifically within passenger services.
• Proven experience in a supervisory or management capacity.

About the Company

Etihad Airways is the UAE’s national airline and a leader in global aviation. Operating from our hub in Abu Dhabi, we connect people across continents and cultures. Through our "Journey 2030" ambition, we are expanding our fleet and network to shape the future of the flying experience.