Mohammed Khamis Al Zaidi

Sr. Operation Officer (Duty Manager)

Leading/playing the role of the S.ADM in his absences as such: ● Communicating with VIP guests such as diplomats with applying protocol skills in receiving the guests. ● Coordinating with Ministry of Foreign Affairs and International Cooperation in protocol manners in easing the process for diplomats and relevant VIP guests. ● Track passenger flows throughout the terminal including but not limited to curbside, check-in counter flows, immigration, security, and boarding gate passenger queues; liaise with relevant stakeholders in case of any congestions and/ or issues and ensure service levels are met ● Managing and leading live operations at the AOMC (Airport Operation Management Center) ● Execute and resolve any operational issues encountered during the shift and liaise with the respective Terminal Manager as required ● Certify all terminal facilities are maintained and in good working order at all times ● ADM is the focal point of contact for all airport stakeholders ● Identify and propose improvements with regards to terminal facilities, services and products ● Oversee the performance of Customer Service and Terminal Operations staff, ensure standards, policies, processes and procedures are duly followed ● Analyze flight delays, investigate on root causes and implement corrective actions ● Confirm OGSM (Objectives/Goals/Strategic and Measurement) targets are met ● Analyze delay codes are agreed amongst all stakeholders and documented within 8 hours of ATD for all departure delays ● Monitor SLAs (Service level agreement) and KPIs (Key Performance Indicator) and ensure targets are met by external stakeholders at any time and address any non-compliances with relevant parties to avoid any re-occurrence ● Manage & Investigate and report any EHS issues in collaborations with EHS Team. ● Report post live incident or events along with recovery actions and complying with BCM ● Conduct regular inspections of the terminal for fire hazards and ensure fire exits are free of obstacles ● Implement AEP (Airport Emergency Plan) & RAS (Recovery Action Summary) in case of emergency situations and manage resources during emergency in an effective and efficient manner to minimize the impact on daily operations in collaborations with BCM Team. ● Conduct shift preparation meetings with all relevant stakeholders at the beginning of each shift ● Prepare and issue daily Airport Duty Manager shift reports (Post Live, Government and ADM reports). ● Comply with internal and external policies, processes, procedures, systems, standards and regulations ● Carry out any other tasks or duties requested by ADAC Senior Management ● Update Senior Managements on up normal operations according to BCP (Business Continuity Plan) & RAS. ● Perform staff performance review on timely manner (PMS). ● Issue and process urgent airport passes request during off-working hours. ● Issue and process Airside Vehicles during off working hours. ● Coordinate and assist stakeholders INAD (Inadmissible Passenger) and facilitate their accommodations and meals in collaborations with airlines. ● Manage and process ADAC AVSEC related passes during off-working hours such (INAD/Deportee/Ammunition's carriages). ● Close coordination with internal & external teams and Report any abnormalities. ● Prepare Circulars during off-working hours and based on ADAC Sr. Management request. ● Response quickly to any incident and ensure ADAC BCM duly followed ● Implementing new GCAA and extra security measurements and coordinate with stakeholders ● Perform Additional project assignments by senior management ● Control and monitor sub-contractors and ensuring safety first and KPIs' are met.

• Communicating with VIP guests such as diplomats with applying protocol skills in receiving the guests.
• Coordinating with Ministry of Foreign Affairs and International Cooperation in protocol manners in easing the process for diplomats and relevant VIP guests.
• Track passenger flows throughout the terminal including but not limited to curbside, check-in counter flows, immigration, security, and boarding gate passenger queues; liaise with relevant stakeholders in case of any congestions and/ or issues and ensure service levels are met
• Managing and leading live operations at the AOMC (Airport Operation Management Center)
• Execute and resolve any operational issues encountered during the shift and liaise with the respective Terminal Manager as required

Working with Aviation- Operation-Projects. ● Overview the Capacity Enhancement Projects and the Outsourced Contracts of Operations in the aspects of managing and documentations. ● Provides coordination for review and comments of Planning and Development Dept. projects by being a focal point from Terminal Operations.   ● Assisting Airside &Terminal Management through close monitoring of service and operation in order to meet and exceed international standards of Safety, Security and health to ensure that terminal facilities are professionally operated and maintained according to International and Abu Dhabi Airports standards. ● Coordinate activities, resources, equipment and information ●  To comply at all times with all company issued management system, policies, Standard Operating Procedures and processes including those addressing the requirements of regulators, certification bodies including and the Abu Dhabi Environment Health and Safety Management System. ● Ensure that the needs of customers are being satisfied. Their aim is to provide excellent customer service and to promote this idea throughout the organization they work for. ... Managing a team of customer services staff; handling face-to-face enquiries from customers. ● Supporting Terminal Managers on a daily basis on the different tasks assigned. ● Ensuring that all Customer Service Staffs HR related issues are followed up on a regular basis. ● Maintain and further develop relationships with external stakeholders including but not limited to Immigration, Police, Customs and Airlines. ● Ensure all terminal facilities are maintained and in good working order at all times ● Identify and recommend improvements with regards to terminal facilities, equipment, services and staff performance ● Monitor ACI ASQ criteria related to terminal operations and oversee improvement initiatives led by the individual Terminal Managers related but not limited to way-finding signage, walking distances, courtesy and helpfulness of airport staff, internet/ WiFi availability, cleanliness of the airport, availability and cleanliness of washrooms/ toilets, disabled and baby changing facilities ● Participate in the development and implementation of Service Level Agreements with Etihad and other Airlines   ● Develop and implement cross-terminal policies, processes, procedures and guidelines in close co- operation with individual Terminal Managers ● Ensure OGSM targets are met ● Operate within the approved budget and assist ADAC Senior Management in identifying cost saving opportunities ● Facilitate the gathering of Terminal requirements for development/enhancement projects and oversee projects to ensure minimal impact on daily operations   ● Prepare for emergency situations and manage resources during emergencies in an effective and efficient manner to minimize the impact on daily operations.

• Overview the Capacity Enhancement Projects and the Outsourced Contracts of Operations in the aspects of managing and documentations.
• Provides coordination for review and comments of Planning and Development Dept. projects by being a focal point from Terminal Operations.
• Assisting Airside &Terminal Management through close monitoring of service and operation in order to meet and exceed international standards of Safety, Security and health to ensure that terminal facilities are professionally operated and maintained according to International and Abu Dhabi Airports standards.
• Coordinate activities, resources, equipment and information
• To comply at all times with all company issued management system, policies, Standard Operating Procedures and processes including those addressing the requirements of regulators, certification bodies including and the Abu Dhabi Environment Health and Safety Management System.

Quality Assurance and Performance and Standard Dept. & Environmental Health and Safety. ● Conducting audits ● Observing daily airport operations ● Solving customer issues and increasing customer satisfaction ● Daily and monthly report analysis to management ● ASQ Performance measurements ● Annual data entry on complaints ● Analysis for improvement ● Determining solutions for dissatisfied passengers ● Ability to identify issues in process and resolve it effectively ● Ensuring quality service of service and facilities of the airport ● Working with stakeholders and business owners to increase level of satisfaction ● Analyzing data ● Assist with ACI-ASQ Surveys ● Assist with ACI-ASQ Passenger data

• Conducting audits
• Observing daily airport operations
• Solving customer issues and increasing customer satisfaction
• Daily and monthly report analysis to management
• ASQ Performance measurements

Working with Aviation- Operations Dept. ● Supervised customer complaints ● Daily Operations ● Customer Service report ● Performance Management programmer ● Monitoring airport facilities ● Assisting airport Duty Manager

• Supervised customer complaints
• Daily Operations
• Customer Service report
• Performance Management programmer
• Monitoring airport facilities