Operations Controller - dnata Erbil

Job Purpose • Plans, directs and controls all departmental activities on shift, including Ramp Services, Load Control, Baggage Handling, Cargo Handling and Customer Services. • Acts as point of contact and plans the availability of resources and equipment, ensuring consistent, safe on-time performance in line with SLAs, standard operating procedures, shift demand, and regulatory, legal and safety requirements. • Deals directly with customers, Erbil International Airport and regulatory authorities to troubleshoot problems in real time and resolve them to the satisfaction of all parties. Accountabilities • Plans and implements contingency and service recovery plans during operational disruptions. • Anticipates challenges during the shift, such as system outages, facility closures, special movements and weather, and prioritises activities accordingly. • Works with department supervisors to plan and control manpower on shift to optimise utilisation and save costs. • Ensures compliance with safety and service standards. • Reviews the flight schedule and ensures the resource plan is aligned to work demand. • Ensures staff are safe and equipped with the skills, knowledge and confidence to work safely. • Ensures safety-related events are logged in Safety Hub, in line with the Corporate Safety Management System (SMS). • Ensures resources are optimised on shift. • Develops stakeholder relationships to ensure customer requirements are met in compliance with all regulatory, safety and legal requirements. • Monitors additional services provided to airlines and ensures they are captured for billing, including signatures. • Communicates an end-of-shift summary highlighting key issues, resolutions and recommendations for improvement. • Conducts spot checks and observations to drive continuous improvement and adherence to dGOM standards and processes. • Resolves issues on shift to ensure safe on-time performance and smooth operations in line with SLAs and regulatory requirements. • Investigates operational issues, safety incidents and complaints, escalating to line management as required. • Leads the execution of contingency plans for planned or unplanned system failures and communicates recovery plans to stakeholders as required. • Holds health and safety duty of care in the workplace. • Reports any hazards, injuries, ill health or near misses to their supervisor or employer. • Cooperates with the employer on health and safety requirements in the workplace. • Leads the team as manager and process owner for the function, ensuring the team is competent and trained to perform activities per their job descriptions. • Develops and implements action plans to drive improvements in collaboration with Quality and Safety Specialists. Practical & Technical Knowledge • 2–6 years' experience in airport operations, including 1–3 years in a supervisory or management role • Proficient knowledge of airport operations • Advanced IT and computer literacy skills Role-Specific Qualifications Or Licences • Previous aviation or managerial experience • Proficiency in written and spoken English • Report-writing and investigation experience Soft Skills, Communication & Influencing Skills • Advanced English • Effective verbal and written communication • Leadership • Teamwork • Problem solving • Initiative • Motivation • Work ethic Safety-Sensitive Role Yes. Exposure to weather conditions, noise, heavy lifting and manual handling, stress and fatigue, and working near moving equipment. Note: Candidates may include an updated CV with their application. Only those who meet the criteria will be considered. Closing date: 30-Sep-2026 (Erbil local time). Applications received after this date will not be considered.