Emirates has earned a stellar reputation for providing industry-leading services on the most modern and efficient wide-body aircraft. This success is entirely underpinned by safety, which remains the airline’s undisputed top priority at all times. Last year, over 50 million passengers traveled across Emirates’ global network of more than 150 destinations. As both passenger numbers and destinations continue to expand, managing safety remains at the forefront of all operations, ensuring it is embedded in every corporate practice. As stated by HH Sheikh Ahmed bin Saeed Al-Maktoum, Chairman and Chief Executive Emirates Airline & Group, the protection of customers, staff, and assets is ensured through a ceaseless commitment to international safety standards and the adoption of practices that emphasize safety as a paramount personal responsibility. The airline operates a strong organizational safety culture where employees are actively encouraged to contribute to continuous safety improvement. The Safety Management System (SMS) is guided by International Civil Aviation Organization (ICAO) standards and meets all regulatory requirements of the General Civil Aviation Association (GCAA). The SMS consists of four core components: Safety Policy and Objectives, Safety Risk Management, Safety Assurance, and Safety Promotion.

Commitment to Continuous Improvement

Emirates constantly strives for continuous improvement in safety through proactive initiatives, including:

Technology Integration: The introduction of new operational digital tools and technology to enhance safety efficiencies.

Predictive Management: Investments in state-of-the-art analytical technology that supports proactive and predictive safety-management activities.

Global Collaboration: Participation and leadership roles in various globally recognized aviation-safety groups and frequent data sharing with international aviation bodies.

A rigorous safety-risk-management mindset is at the heart of operations, with thorough risk and change-management principles applied to all areas, including Flight Operations, Cargo, Engineering, Ground Operations, and Cabin Safety.

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Workplace Health, Safety, and Crisis Readiness

Workplace Health and Safety (WHS) is a critical component of the SMS, aiming to keep employees healthy and prevent injury. Every employee holds a personal responsibility to prevent unsafe acts and situations by working safely, using the correct Personal Protective Equipment, and following standard operating procedures.

Emirates maintains constant readiness for the unthinkable. A program known as ’emcare’ and immediate-response teams are kept on standby to deliver humanitarian support to passengers affected by crises such as natural disasters, sickness, accidents, or other forms of trauma. The guiding belief is simple: it is better to be prepared for an event that never happens than to be unprepared for an event that does.

The Role of Service Delivery Agent – Tracing (DWC)

The position of Service Delivery Agent – Tracing – DWC is part of dnata, one of the globe’s largest air and travel services providers. dnata delivers ground handling, cargo, travel, catering, and retail services across more than 130 airports in over 34 countries.

The Service Delivery Agent directly contributes to dnata’s mission of ensuring an efficient, safe, and seamless travel and cargo experience. This role involves ensuring the accurate and timely processing of all export cargo and maintaining strong oversight of both landside and airside cargo handling operations.

Job Purpose

dnata is one of the world’s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.

As Service Delivery Agent, you will have to ensure safe and timely processing of all Export Cargo throughout the landside and airside handling activities with additional focus on the administration and control of all special cargos including preparation/updating airway bill and flight data in systems based on the shipper’s and Carriers instructions and in line with IATA/ Country and local Authority Regulations.

In this role you will: 

• Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.
• Ensures that safety briefings are conducted regularly while intervening when there is risk exposure, role model safe behaviours and follows up on corrective actions.
• Applies departmental policies, processes, procedures in day-to-day operations adapting to any changes in the established standards and procedures.
• Complies with all regulatory and IATA standards such as Regulated Agent 3, ISO, IOSA /ISAGO GDP/CEIV standards and ensures staff follows the established procedures in the operations
• Implements day-to-day operations assigned and ensures compliance with the established standards and procedures
• Carries out all activities assigned to updating and documentation in Imports and Export counters ensuring activities are completed efficiently and in compliance with procedures.
• Coordinates with Government Authorities such as Customs, Municipality, Health or Police in an efficient and effective manner to ensure smooth movement of all cargo, courier and mail.
• Carries out dangerous goods and other mandatory/ SOP related checks to ensure handling is in line with the regulations, ensures other operational units and support department are provided with accurate and timely information when requested.
• For product and special cargo codes, verifies authority of Imports customers prior to delivery being affected to ensure alignment with regulations.
• Constantly looks and areas of improvement to provide higher level of customer service to dnata cargo customers at the counters.
• Supports supervisory staff in conducting Ad-hoc audits as and when required.

Qualification

To be considered for the role, you should meet the below requirements: 

• High School with a Certificate (12 years of schooling) or Diploma
• Experience of 2-4 years of experience in in ground handling
• UAE Driving Licence in order to gain ADP to operate equipment
• Good English communication (written and spoken)

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make. Be a part of our success story – if you want to join us, visit dnata.com/careers to apply.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.

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