Duty Manager

At dnata, we're driven by a passion for excellence and a commitment to delivering world-class service. As a Passengers Duty Manager, you will play a pivotal role in leading our passenger services department, ensuring the highest standards of customer care, operational efficiency, and team performance. This is your opportunity to be part of a dynamic and fast-paced environment where your leadership will directly impact the travel experience of thousands of passengers every day.

In this role, you will:

• Effectively manage the passenger services department.
• Champion dnata's Vision, Mission, and Values, embedding them into daily operations and team culture.
• Deliver operational plans that meet or exceed SLA requirements and customer expectations.

Key Responsibilities

• Ensure a safe working environment by managing Health & Safety standards.
• Monitor and ensure performance SLAs are consistently achieved.
• Collaborate with the management team across all departments to ensure seamless operations.
• Prepare and deliver factual reports for customers and key stakeholders.
• Oversee all aspects of staff management, including absence, performance, annual leave, and pay.
• Handle daily staff issues, including disciplinary matters, training needs, assessments, coaching, and motivation.
• Operate within budgetary constraints while maintaining service quality.
• Provide clear direction and expectations through regular team communications.
• Maintain a strong customer service and standards focus.
• Coordinating workforce planning activities to ensure efficient resource allocation
• Uphold a disciplined and professional workforce.
• Liaise with customers and third-party suppliers to ensure service excellence.
• Ensure compliance with all CAA and airport authority regulations.
• Manage iTime anomalies and ensure accurate updates.
• Represent dnata in internal/external meetings and GAL conference calls.
• Conduct performance reviews and 1-2-1 sessions with team members.
• Provide cover for other Duty Managers during periods of annual leave.
• Undertake any other duties as required by management, aligned with the role's responsibilities.
• Continuously promote dnata's Vision, Mission, and Values in all aspects of the role.

What We're Looking For

We're seeking a confident and experienced leader with a passion for aviation and customer service. You should have a proven track record in managing teams, delivering operational excellence, and driving performance in a high-pressure environment.

At dnata, success is measured not only by operational efficiency but by the strength of our people and the safety of our service. As a Passengers Duty Manager, your leadership will be instrumental in fostering a safe and positive working environment, cultivating a motivated and skilled workforce, and ensuring consistent, high-quality service delivery within budget. Through effective planning, continuous development, and a commitment to excellence, you will help us consistently meet SLA and OTP targets, while driving operational consistency and maximising team potential through targeted training and development. Join us in shaping the future of ground handling—where safety, service, and people come first.

With you on board, we can help to achieve dnata's Vision, Mission and Values.

Our diverse, global teams have this vision at heart. Every day we're defining new levels of service for our customers. We do this by working closely with employees and suppliers, putting safety at the heart of everything we do. With your talent, passion and big ideas, and our industry-leading performance, we can flourish. We can be the world's most admired air services provider.