Express Control Tower Supervisor

Job Purpose

At Emirates Group, we connect the world through our global hub in Dubai, ensuring our customers always ‘Fly Better.’ As one of the most recognised and admired brands globally, we’re driven by innovation and excellence. Join us as a Express Control Tower Supervisor and experience a fast-paced, multicultural environment where your ideas and expertise will help shape the future of aviation. Here, you’ll grow alongside professionals from diverse backgrounds, contributing to our shared success and making your mark on a global stage.

As a Express Control Tower Supervisor, you will Provide global oversight of the express door to door network, responsible for ensuring smooth operations, timely communication, and effective incident management across our network. This includes the real time monitoring of house airway bill (HAWB) and master airway bill (MAWB) level flows across first mile, network and final mile operations, providing 24 hour proactive and reactive support, ensuring optimum service levels are maintained.

In This Role, You Will

• Support and execute real-time, network-wide decisions on Express operations, balancing cost considerations with service excellence to optimize overall performance and customer satisfaction.
• Act as the primary point of contact for Service related topics, providing timely updates and resolutions for escalated inquiries, ensuring customer satisfaction remains paramount. Operational Service Capabilities: support the maintenance of operational service capabilities, including accurate routing schedules, transit time calculations, and operational master data.
• Capacity Management: Monitor actual volume against available capacity, promptly identifying discrepancies and initiating capacity enhancement measures through strategic collaboration with capacity control teams. Pre-plan capacity for high-volume events such as customer product releases, optimizing routing schedules and transit times. Collaborate with Hub Operations to strategize and enhance the available capacity.
• Route Optimization: Execute flexible route and schedule plans to enhance operational efficiency, reduce costs, and improve service quality. This includes interline capacity offered by carriers as applicable.
• Implement proactive and reactive planning, providing direction to the express operations teams and other cross functional stakeholders and 3rd party service providers to minimise service failures and customer inconvenience. Execute contingency plans and and when required collaborating with network partners, hubs, ground handling agents (GHA), and other stakeholders to ensure readiness for any eventuality.
• Real-Time Exception Monitoring: Utilize advanced monitoring tools to track exceptions in real-time throughout the shipment journey, orchestrating timely responses and ensuring seamless service continuity.
• Incident Management: Proactively monitor and communicate major incidents to cross-functional stakeholders, orchestrating swift response efforts to minimize operational disruptions and uphold service standards. Consistent monitoring of express targets supporting operational performance and efficiency across the Express Network, leveraging data analytics and continuous improvement initiatives to drive towards operational excellence.
• Performance Reporting: Generate comprehensive service performance reports on a daily, weekly, and monthly basis, providing cross-functional stakeholders with actionable insights and performance metrics to drive continuous improvement. Attend bi-weekly performance reviews with operational stakeholders, fostering collaboration and accountability while monitoring action plans to address performance gaps.
  
  

Qualification

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

• 12 years schooling or equivalent
• More than 4 years of experience in Logistics/courier and express industry
• Experience in an express operations supervisory role, vendor management and performance management.
• Prior experience in an express control tower function.
• Broad experience of express first mile, customs clearance, network and final mile operations.
• Prior responsibility for managing express business key performance indicators (KPI?s).
• Experience in managing express functional dashboards
  
  

Thank you for your interest in this position. We appreciate you taking the time to apply.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers

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