Admin officer

Job Purpose

dnata is one of the world’s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.

As an Admin Officer you will lead and manage the administration and workforce governance functions within the Contact Centre by ensuring accurate maintenance, analysis, and reporting of employee data across global operations sites. The role is responsible for driving process compliance, and providing actionable insights through workforce analytics on attrition, attendance, and headcount trends. It also oversees the development and performance of the Admin Team, ensures alignment with organizational policies and ISO standards, and partners with cross-functional teams to support informed management decisions, cost control, and continuous process improvement.

In This Role You Will

• Manage operational responsibilities such as leave planning, sickness, industrial injury, promotion, attendance exception reporting, performance exception reporting etc., capturing related data on a continuous basis, and developing the same into useable information. Work closely with internal and partner departments to ensure effective use of resources.
• Establish and prioritize department policies, processes and procedures into discrete tasks with clear accountabilities. Conduct periodic analysis on overtime, absence, sickness data and highlight trends to management with a view to curtail costs and address irregularities in support of good work practices.
• Maintain and analyse of attrition data for dnata Global Operations (approx. 2,000 employees) across multiple sites. This includes generating and maintaining dashboards on 12-month rolling attrition, month-on-month attrition trends, training fallouts, and voluntary vs. involuntary attrition counts, providing actionable insights to support workforce planning and decision-making.
• Represent the department in management decisions concerning employee administrative matters, as part of the working group on key projects/ work assignments related to Quality, Operations, IT Systems, etc as necessary and required and drive enhancements for the user department.
• Provide effective hands-on supervision and day to day management of an Admin Team. Responsible for their performance management, providing timely feedback and coaching when required.
• Coordinate and govern employee data by liaising with the Central BI team to capture, validate information. This includes performing quality checks to ensure accuracy and integrity.
• Own ISO documents for the admin team with accountability for maintaining and updating SOPs, ensuring process governance, and representing the team during internal and external ISO audits.
  
  

• Experience in managing mid-sized customer focused teams (10 members or more)
• 12 Years schooling or equivalent
• 5+ Years of experience in Administration field
• Thorough understanding of the Emirates group policies, processes and practices
• Proven ability to coach and motivate staff
• Advanced Microsoft Office skills such as analysing information in excel, writing formulae and
• automating routine tasks.