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 season