Crew Duty Manager (Flight Crew) The Emirates Group

Deliver effective solutions to operational and administrative events that occur across the global EK network. Make decisions using the key operational drivers of safety, security and on-time performance to support the integrity of the operation while ensuring compliance with Regulatory Authorities i.e. GCAA, IATA, ICAO and Company SOP's.

• Lead the Flight Crew Management response for incident management including disruptive customer(s), severe turbulence, medical emergencies, diversions, natural disasters, political instability, world events, etc. Initiate and provide timely SITREPs for senior stakeholders, whilst providing crew with appropriate welfare or operational support. Display a high degree of emotional resilience and ability to balance the needs of the individual with that of the business.
• Activate and direct the Crisis Response plan following a major operational incident or accident and manage the resulting disruption to mitigate impact on the operation and crew. Maintain effective communication with Network Control Centre (NCC), Airport Operations, Local authorities, Business support units throughout the crisis recovery.
• Collaborate VP Network Control (VP-NC) on decisions related to on-the-day network schedule changes impacting crew. As SME, advise VP-NC, MAS NCC and MOC on Regulatory requirements for Flight Operations. Support MAS NCC and Outstation managers requiring immediate input on crew related matters, including performance issues, welfare concerns, unplanned hotel changes, delays and any other operational challenges.
• Oversee Flight Crew drug and alcohol testing (random and on suspicion) and ensure compliance with GCAA Psychoactive Substances Management Programme (PSMP). Manage the operational and performance impact associated with a positive or non- negative test result and the subsequent operational recovery.
• Build and maintain credible professional relationships with key department stakeholders and external authorities including Dubai Immigration, Police and Customs, promoting trust and support to deliver department objectives through a collaborative approach.
• Proactively engage with SkyCargo and Charter operations to ensure consistency in application of country regulations and requirements, crew processes and handling. Ensure associated activities, i.e., transport, allowances and flight documentation are delivered to agreed standards.
• Generate daily shift reports summarising the key issues and events to enable stakeholders to follow up effectively once outside of the operational window.
• Performance manage a team of Crew Operations Co-Ordinators, setting expectations, providing on the job coaching and leadership, capturing performance in MyBC. Drive improved performance through recognition ( Kudos, Najm, etc.) and corrective action as appropriate.
• Take the lead as the Crew Operations SME for non-shift departmental planning and projects, driving consistency, identifying and documenting process failures and improvements, and ensuring integration of internal Crew Operations requirements with key stakeholders.