Manager Network Operations Control, Aviation MEA, DHL, Bahrain

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Job Overview

Day to day management of the DHL Aviation MEA network. Protect the integrity of the network – maximize on-time performance and optimize capacity.

Main Responsibilities

Customer – Internal

NOC is the first point of contact for all questions relating to the air network operations in routine mode and as well as in case of changes/failures in the air network / systems and to draw-up ad-hoc contingency solutions.
Country Ops Managers, Gateway Managers, DHL Aviation General Managers, Hub Managers and NCG Managers about the network and airline daily status.
Clear and concise communications to Network staff for alterations in pre-planned operation.
Integrity of the air network schedules by ensuring all published data (block times, line haul timings, capacity assigned) is adhered to.
Manage MEA Heavyweight requests for review and approval on Network Routings
100% Network connectivity
Maintain Customer interface with Sales, GNM, CS, Hubs and other related DHL entities
Communicate Service updates and issues where service cannot be met on the day.
Day to day management of air partner, truck and CAL modes of transport.
Close working relationship with INCC, Flight Dispatch and owned Air operations & WL Operators
Support ACS Charter and network requests.
Tactical balancing of ULDs on day to day basis, aligned with instructions from GULD and regional ULD teams.

Stakeholder – Internal

Customer Interface(Sales,GMM, CS, Ground, GTW)
Collaborate, interpret and analyse information for escalation of issues with the goal of improvement.
Prepare and distribute “reports as per agreed procedures and formats Report” to Senior Operations Management.
Manage under GSOP rules
Ensure ACS teams are informed of changes affecting their customers
Balance CAL schedules against network schedules, seeking to find savings or opportunities to fold material within DHL owned network

Stakeholder – External

Manage and validate new route schedule plans with the air carrier, crewing, third party ground handling and a/c maintenance through their ops control / dispatch departments.
Advise and validate any deviation from seasonal base schedule with airline(s) and other related parties.

Process

Coordinate Network Control Group activities (NCG, load control, dispatch, flight watch), ensuring communication and appropriate actions are taken to deliver the best possible service to the DHL network.
Monitor the air network and maintain focus on on-time departures.
Ensure payloads are optimized as per communicated route instructions. Alert to recurring under load issues.
Review all Network Air schedules ensuring all available transport resources are used efficiently and adapt as required.
Ensure adequate ULD stock levels are available for the current operation and initiate corrective actions in case insufficient stock is available. Alert on imbalances.
Anticipate & identify issues and adapt accordingly the operations program to limit any potential service degradation.
Consult impacted Hubs & Gateways to recommend solutions providing realistic and workable contingency alternatives.
Appraise contingency decision from a calculated cost/service perspective.
Analyse uplift requirements during operations and change allocation of a/c’s versus CAL according to need.
Report and arbitrate the various air network outbound delays causes.
Assume role in emergency procedures as indicated in the Emergency Response Manual.
Promote and monitor adherence to all safety rules for regular and contingency operations.
Evaluate and coordinate information on aircraft logistics re exceptionally large/heavy shipments and/or spare capacity (day-time).
Authorize extra positioning (even empty) or in air diversion when required.
Provide Network Control Group with continuous feedback and suggestions to improve service by changing routings, splits or line haul on a LT basis.
Provide real-time functional supervision for all people on shift, particularly outside daytime office hours.
On Network Planning Group input, analyse transport and resources available to prepare Base Schedule, taking into account air traffic rules and regulations and performance as well as cost optimization targets.
Review overall network schedule, analyse feasibility of alternatives and propose changes based on performance and cost-analysis

System

React to all potential service incidents and update the relevant systems
Monitor that Hubs and Gateways in MEA are activating the best contingency for the business to maintain and reduce service impact.
Co-ordinate regional contingencies

Operations Performance Analysis

Ensure daily Demand / Supply capacity adjustments of the Intercontinental, SSA and MENA core networks are implemented within the framework provided as by the Global Optimization team and planned by and agreed with ( long and mid-term) the MEA Network Optimization Manager.
Input towards and execution of Annual & monthly cancellation plans (holidays, seasonal) finalized by the Global Network Optimization Team.
Assist in forecasting seasonal increases / decreases
Daily allocation adjustment with the MEA Optimization team.
Take-over or assist with the daily T&C planning where required
Monitoring Uplift and network connections
Monthly reconciliation issues
Provide network updates and reports
Publish and execution of agreed daily Schedule. Ensure performance and productivity measurements are made and that operational KPI’s are met or exceeded.
Use network & global tools to identify issues, problems and opportunities for improvement.
Monitor of daily actions with follow up.
Produce network reports according to DHL specifications and distributed according to the agreed timetable.
Ensure operational data are entered completely, correctly, timely and accurately in order to ensure the business has high confidence data.

Crisis Management

Identify crisis situation and communicate potential incident to manager by assessment
Contribute to the recovery plan and the buy in of the parties involved.
Document Communicate and Coordinate the agreed plan and it’s implementation
Keep all stakeholders appraised of situational developments and performance against plan.

People Management

Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate an ability to influence decisions/actions of those concerned
Motivate and support Internal & External Network staff.
Participate in hiring, evaluation and people development processes of shift personnel.
Communicate in simple terms, recommendations to senior management/direct managers.
Develop and promote team spirit, service-mindedness and communication channels between Network Control, Aviation and related departments along CIS & CIM guidelines.

Education & Experience Qualifications

Minimum 3 years of relevant working experienced (preferably in the operations, airline, other transport or network capacity) as Duty Manager
Preferably 4 to 8 years total experience in an international service related environment with 2 years in an Aviation Control environment.
Graduate degree.
Intercultural Experience, having worked abroad a plus
Demonstrated knowledge and understanding of the DHL transport network including service requirements along with an aviation background.
Advanced English written and spoken, French or Arabic is a Plus
Proficiency in IT application usage
Solid and flexible negotiation skills
Resilient and positive under high stress levels
Analytical problem solving skills & high-level reasoning
Active leadership with respect and interpersonal skills
Strong analytical and decision-making competencies
Advanced planning and organisational skills
Ability to communicate with technical and non-technical staff
Experienced with desktop Software (excel, access, MS office)
Proven ability to motivate outside direct-report framework
Building working relationships and developing personal contacts
Clear and concise communication skills in English
Understanding of cultural diversity within the covered territories