Serco is currently seeking a "Head of Operations" to join our well-established ATC contract in Sharjah. The principal function of the Head of Operations is to assist the Contract & Air Traffic Service Manager focusing on delivering excellent service to the customer, working efficiently to meet budgetary constraints and implement service improvements within the department.

The Role Holder is responsible for managing and supervision the operational delivery of air traffic services in accordance with ICAO DOC. 4444, Annex 2, Annex 11 and UAE CARS Part VIII and to deliver objectives of ATS as stated in ICAO Annex 11 and to minimise potential hazards and risks maintaining the highest level of efficiency, safety and capacity enhancement within ANS.

If the position holder is current (validated) it is required to maintain currency and act as the Controller in Charge (CIC), the position holder will comply with accountability assigned to Air Traffic Control Officers (ATCOs) and (CIC) guidelines.

To advise the Contract & Air Traffic Service Manager on all issues pertaining to Air Traffic Service (ATS).

The Head of Operations acts as the Head of Discipline (ATC) as per CARs Part VIII, Paragraph 4.7

Reason for role

Ensure that the unit deliver operationally in accordance to contractual obligations. Oversee compliance to regulatory requirements, in specific safety and training. Daily managing of operations for Air Traffic Controllers and Assistants.

Structure and reporting relationship

Reports to the Contract & Air Traffic Service Manager

Duties and Responsibilities

Achievement of these objectives will require effective and efficient utilisation of the skilled workforce, rigorous oversight of standards and practices, timely and appropriate responses to, and anticipation of the customer's requirements.

The nature of the work requires the post holder to establish and maintain effective working relationships with the customer and/or customer representative; with external agencies, specifically regulatory bodies such as the GCAA; and with other relevant stakeholders, including the Airport engineering department.

The Head of Operations shall be managed and overseen by the Sharjah ANS Contract/Air Traffic Services Manager which report to the Accountable Manager (Sharjah DCA Chairman) through the Director of Operations. He or she is specifically responsible for the provision of Air Traffic Services as defined in the unit certification. The Head of Operations shall co-ordinate/liaise with the GCAA on matters of regulation subject Sharjah DCA acceptance.

The general responsibilities of the Head of Operations in relation to aviation services provided are contained within the relevant Operations Manual. Additional site-specific responsibilities include but are not limited to the following:

• Ensuring that all required manuals and regulatory documents are obtained, maintained, and available;
• Review the amendment and distribution of entries to the AIP and other relevant documents for Sharjah Airport;
• Review, co-ordinate and obtain approval and implementation of ATC procedures in accordance with civil requirements;
• Ensuring that work duty periods are in compliance with current regulations;
• Maintaining records and submitting reports on personnel, traffic activity and all phases of ATC operations as required by Sharjah DCA and Serco;
• Develop and promulgate watch/leave rosters to ensure proper watch manning at all times;
• Manage and organise watch in each operating position to maintain proficiency for the rating held by the Air Traffic Controller;
• In conjunction with the Head of Safety & Quality, manage risk and hazard inspections through reviewing daily inspection reports of the runway and airfield in order to provide resolution of safety violations and in making the necessary safety corrections;
• Assist MATS and HR in the selection, assessment and technical interview process of new recruits and recommends suitable candidates;
• Manage effective communication and free flow of information during emergency situations by directly coordinating and liaising with other agencies and emergency services;
• Support MATS for auditing purposes, both internal and external;
• Prepare Performance Development Reviews (PDRs) for Air Traffic staff ensuring that they are clear about their roles and responsibilities;
• In conjunction with the Head of Training, supervise the training of control personnel and making recommendation for the issue and validation of ratings;
• In conjunction with the Head of Training, maintain currency in ATC roles and licensing requirements at all times;
• In conjunction with the Heads of Safety & Quality, coordinate reports on non-compliance with regulations and procedures and forwarding the result of such investigations to the UAE Civil Aviation Authority, in the case of minor breaches, taking the necessary action(s) themselves;
• Communicate and co-ordinate via the operations group meetings with all departmental managers and supervisors to maximise inter departmental operations and activities;
• Manage employment issues such as performance management, disciplinary, absence/return to work process, approval of holiday requests in accordance with company procedures;
• Prioritise ATC workload according to safety requirements and airport requirements;
• Respond to requests from pilots for ATC services in an appropriate and timely manner;
• Demonstrate adaptability in the working environment and a willingness to take on new challenges and responsibilities;
• Behave in a manner which is polite and professional at all times. Maintaining a high standard of personal presentation at all times;
• Support the Manager Air Traffic Services in the same capacity as Head of Operations;
• Live the Serco Value's - Trust, Care, Innovation and Pride.

Safety Critical Competencies

• Adherence to CAR compliant working hours, breaks, fatigue management and arrange other ATCO requirements;
• In conjunction with the Head of Training maintain ATC license and Certificate of Competency (CoC) - (Optional but recommended).

Knowledge:

• Comprehensive knowledge of the Unit ADC/GMC operational and contractual requirements/obligations;
• Comprehensive knowledge of CAR's and ICAO Rules and Regulations pertaining to the operations and delivery of ATS.

Skills:

• Ability to achieve excellent standards of customer service, quality and attention to detail, supporting the growth of the airport and the increasing complexity a larger airport will bring;
• Possess excellent communication skills and proactive approach to all work requirements and a team centred ethos;
• Must be confident and illustrate a professional approach at all times that enables effective resolution of conflicts and delivery of relevant solutions;
• Comprehensive knowledge of aviation SMS.

Challenges of the Role:

• Airport expansion;
• Complexity of rostering ATCO's;
• Projects and associated documentation and procedures.

Experience:

• Validated aerodrome rating for a minimum of 7 years at an international airport;
• No less than 5 years regional experience (Operational and/or managerial);
• Senior ATC supervisory and/or management experience of not less than 5 years;
• Experience at Sharjah Airport will be an asset (Optional but recommended);
• Comprehensive knowledge of ATC procedures, standards maintenance, recruitment and training procedures.

Decision Making

• The Role Holder works independently referring to ICAO safety guidelines and recommended industry practice when making decision;
• The position refers decisions which affect the general operation of the airport to the Manager;
• Major emergency decisions are referred to the Emergency Committee;
• The position requires innovation and flexibility when developing new procedures;
• Decisions are critical and cannot be delayed as they impact the safety and security of passengers, aircraft and airport operations.

Support and act on behalf of the Manager Air Traffic Services in the following areas of responsibility:

• Control, manage and administer the ongoing operational delivery of ATS in accordance with all applicable rules, regulations, policies and procedures;
• Manage, administer and lead the operational delivery of all ATS ensuring appropriate staffing, services and operations conform to all applicable National and/or International Regulations, Policies, Procedures and Standards. In coordination with the Head of Safety & Quality and Training oversee the standards and operational needs and requirements of all the ATS;
• Lead, advise and promote aviation safety and the aviation safety management system within the ATS and ensure that safety remains primary to the delivery of Air Navigation Services and appropriate personnel are appointed and accountable in the daily ongoing delivery of all ATS;
• To ensure the agreed best practice operational standards, rules and procedures are implemented across ATS operations;
• To set high-level safety targets and objectives and monitor achievement;
• To promulgate operational safety policy which ensures that all areas of air traffic control operations and training comply with the necessary legislative and regulatory requirements;
• To act in accordance with individual professional and management responsibilities set out in the aerodrome manual, the safety regulation and licensing group and the UAE civil aviation regulations and department documentation;
• Provide ATS advice and support to all development and projects pertaining directly or indirectly to the ATS;
• Perform annual appraisals of all the sections personnel.

Communication

• Liaises with outside units and agencies including GCAA regarding safety procedures and issues within the airport. Regularly meets with Air Arabia regarding standards of operation;
• Works cooperatively with Sharjah Duty Managers and Airline Operators to discuss procedures for ground movement of aircraft;
• Works closely with the ATC staff including review of output and performance to ensure that performance standards are met.

Planning

• Operations in accordance with current operational requirements and predicted airport expansion and passenger growth. Maintains quarterly review or ad hoc reports as requested.

Serco

• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards;
• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy;
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities;
• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment;
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process.