Operations Support Officer - dnata Erbil

Job Purpose Operations Control Centre • Manages the Operations Control Centre to ensure safe, efficient and reliable 24/7 ground handling operations at Erbil International Airport. • Oversees seasonal-to-daily resource planning, real-time coordination, and manpower and GSE allocation to meet operational demand and SLAs. • Acts as central command during disruptions, ensuring effective communication with airlines, airport authorities and internal teams. • Drives operational performance through KPI monitoring, cost control and continuous improvement, while maintaining high standards of service delivery, compliance and customer satisfaction. Resource Planning • Ensures effective planning, allocation and utilisation of manpower, equipment and resources across seasonal, monthly and daily demand, so that ground handling activities meet business requirements and all SLAs. • Manages relationships with labour providers and contractors, ensuring full contract compliance, operational flexibility and the ability to scale resources in line with fluctuating demand. Commercial Support • Supports the development and implementation of strategies to improve service delivery, optimise operational costs, increase profitability and contribute to business growth. • Ensures accurate and timely use of Salesforce to track operational performance, manage customer interactions and support data-driven decision-making. • Oversees P&L monitoring for the Erbil International Airport operation, ensuring all departments meet their contractual obligations to airlines, freight forwarders, private companies and government entities, and that capital, income and expenditure budgets are controlled. Profit & Loss Analysis • Monitors and analyses financial performance, providing insight into cost management and identifying opportunities to improve profitability. Executive Support: Data Analysis & Performance Reporting • Supports the Managing Director by analysing operational data, identifying key trends and delivering actionable insights that improve decision-making, efficiency and overall performance. Aviation Services • Oversees Aviation Concierge Services, ensuring operational efficiency, profitability and effective management of functions such as baggage handling and trolley distribution across all terminals. Project Management • Ensures all contractual strategic projects are delivered in line with project management best practice. • Plans, manages and delivers aviation services projects in line with company standards, processes and practices. • Represents the company in other large-scale business plans within the Group. Reporting • Leads the preparation, analysis and delivery of accurate, timely operational performance reports to support decision-making by dnata management, regulatory authorities, airport stakeholders and airline customers. • Ensures data integrity, consistency and transparency, providing actionable insights that drive efficiency, compliance and service excellence. Accountabilities • Ensures the seasonal flight schedule is communicated to the operations and dnata management teams. • Develops planning strategies and produces data-driven reports to support decision-making. • Prepares and publishes monthly Operational Performance Reports for HQ, dnata management, ICAA, Erbil International Airport Operations and airline partners, ensuring accuracy, completeness and alignment with reporting standards. • Analyses operational trends and performance indicators, providing insights and recommendations to support performance improvement, resource planning and strategic decision-making. • Ensures data integrity and cross-department coordination, validating information from all operational units so reporting is consistent, reliable and meets internal and external stakeholder requirements. • Creates and distributes monthly, weekly and daily reports to monitor profit and loss across the business. • Leads the Operations Planning Team in ground handling resource planning, covering: • Seasonal and monthly flight scheduling • Carrier slot planning • Airport infrastructure allocation • Seasonal and monthly ramp manpower rostering • Operations manpower leave planning • Provides data-driven support to the Managing Director by analysing operational and business information, identifying trends and offering actionable insights to improve decision-making and operational effectiveness. • Recommends data-backed solutions that improve operational efficiency, strengthen business performance and support strategic objectives. • Oversees all ground handling resources, ensuring manpower, GSE and operational assets are optimised to meet service requirements and maintain productivity. • Communicates and implements process improvements based on operational data, performance indicators and evolving business needs. • Engages proactively with internal and external stakeholders, sharing relevant information to maintain smooth service delivery and operational alignment. • Prepares, validates and distributes operational performance reports for management, airlines and other stakeholders, ensuring accuracy and transparency. • Leads seasonal-to-daily operations planning, forecasting manpower and infrastructure needs to support flight schedules and business demand. • Manages manpower and airport infrastructure allocation, ensuring resources are deployed effectively to meet SLAs and customer expectations. • Implements departmental policies, processes and procedures, guiding employees on safety standards, compliance requirements and operational best practice. • Ensures daily operations adhere to established operational, safety and quality standards, supporting consistent and reliable service delivery. • Provides timely flight status updates to all relevant teams, including notification of major exceptions such as delays, disruptions, OTP risks, schedule changes, ad-hoc movements and cancellations. • Maintains accurate operational and statistical records, ensuring data integrity and availability for reporting, forecasting and audits. • Collaborates with stakeholders to identify opportunities to use operational and commercial data to support business improvements and strategic initiatives. • Uses predictive modelling and forecasting tools to optimise manpower planning, resource utilisation and future operational requirements. • Develops and enhances databases, analytical tools and reporting systems to improve data quality, efficiency and decision-making accuracy. • Fulfils health and safety duty of care, ensuring hazards, injuries, ill health and near misses are reported promptly and corrective measures are implemented. • Manages process owners and team leads, ensuring all employees are trained, competent and performing in line with their defined responsibilities. • Works closely with Quality and Safety Specialists to deliver improvement initiatives, close audit findings and strengthen compliance across operations. • Conducts market research and competitive analysis to identify opportunities for new revenue streams, process optimisation and business expansion. • Develops strategic recommendations based on market insights, customer requirements and industry trends to support sustainable growth. • Continuously improves existing products and services to increase value, efficiency and customer satisfaction. Practical & Technical Knowledge • 4–6 years' experience in airport operations, including 1–3 years in a supervisory or management role • Proficient knowledge of airport operations • Thorough knowledge of commercial and operational systems and procedures at an international level • Knowledge of a range of project management methodologies and practices • Advanced IT and computer literacy skills Role-Specific Qualifications Or Licences • Microsoft Excel • Microsoft SharePoint • SQL database management • Power BI dashboards, reports and visualisations • Power BI security and governance • DAX (Data An