Customer Experience - Ground Services IOC Specialist | Ground Services

Role Accountabilities

• Challenge the IOC decision making when it does not favour the customers at the affected airport.
• Take active part in IOC decision making in terms of flight delay, aircraft change, diversion, grounding, etc.
• Be a leader for Ground Services' interests, stand for GS when decisions are made and weigh all options. Ensure IOC is aware of the impact on airport operations and of the impact the airport operations on other areas, when any decisions are considered.
• Assist the stations to handle delays and disruptions by offering support and advice.
• Constantly monitor the global operations and alert airport and IOC personnel of potential issues. Ensure correct and timely communication during disruptions by pro-active action plans.
• Ensure disrupted airports communicate regular updates to IOC and ground services.
• Mitigate the impact of irregular airport operations by constantly monitoring all movement messages, advising others in the IOC when delays occur, and liaising with the affected airports regarding recovery options. [For Doha, closely liaison with the QAS representatives to ensure variations to the Precision Time Schedule expectations are alerted]
• Prepare and deliver detailed briefings and updates as required within the IOC of airport facility and resource, highlight issues to all IOC colleagues and DMs.
• Prepare and update IOC processes related to Ground Services and suggest changes for improvement.
• Monitor and advice on the correct procedures related to DCS in case of disruptions.
• Ensure IOC Commercial give re- protection details to affected airport/s in a timely manner