The Senior Manager Stakeholders is responsible for ensuring optimum service delivery to airlines, agencies, and key stakeholders operating within Abu Dhabi International Airport (ADIA). The role acts as the primary voice of customers and stakeholders, representing their requirements to ADA management while serving as the face of the organization to external customers and partners. The position oversees stakeholder relations, airport operations coordination, VIP/VVIP services, operational performance, safety and compliance, and strategic partnerships to ensure seamless airport operations, an exceptional passenger experience, and achievement of ADA's business objectives.
Responsibilities
Strategic Planning & Performance Management
- Develop and communicate departmental strategy, objectives, and operational plans aligned with ADA's strategic framework.
- Manage execution of departmental objectives and operational plans.
- Establish and monitor departmental KPIs and performance targets.
- Oversee departmental performance and identify improvement opportunities with senior leadership.
Budget Management
- Develop and manage the departmental budget.
- Monitor expenditure and identify budget optimization opportunities.
- Provide budget guidance to direct reports and relevant teams.
Stakeholder & Relationship Management
- Build and maintain strategic relationships with airlines, government authorities, and airport stakeholders.
- Act as the primary liaison between ADA and external stakeholders.
- Represent the department in committees such as:
- Air Operations Committee (AOC)
- Airport Facilitation Committee (AFC)
- Other relevant industry and operational forums
- Facilitate information exchange and timely resolution of stakeholder issues.
- Promote ADIA's operational capabilities and services.
Airport Operations Management
- Lead airport operational activities including:
- Airside operations
- Terminal operations
- Airline and stakeholder relations
- Safety and security oversight
- Operational investigations
- Ensure seamless and efficient airport operations.
- Review operational reports and identify performance improvement opportunities.
- Support the development of airport commercial strategies to attract passengers, airlines, and concessionaires.
Passenger Experience & VIP/VVIP Operations
- Oversee VIP/VVIP passenger handling and operations.
- Ensure smooth and seamless VIP/VVIP flight operations.
- Drive delivery of an exceptional passenger experience aligned with airport standards and strategies.
Safety, Security & Compliance
- Ensure safe and secure airport operations in compliance with:
- National aviation regulations
- International aviation standards
- GCAA requirements
- Support risk assessment reviews with the HSE team.
- Promote safe work practices and reporting of incidents and near misses.
- Monitor compliance with HSE procedures and follow up on corrective actions.
People Management
- Lead and manage the Airlines & Agencies team.
- Identify employee training and development needs, with emphasis on Emiratization.
- Ensure adequate staffing and capability levels.
- Provide performance feedback and development recommendations.
- Foster a high-performing and efficient team culture.
Governance & Policy Management
- Develop and maintain departmental policies and procedures.
- Ensure compliance with organizational policies, legal requirements, risk management, quality standards, and regulatory frameworks.
- Support audits and periodic reviews of policies and procedures.
Reporting & Change Management
- Review departmental reports and prepare management reports for stakeholders.
- Lead and manage departmental change initiatives.
- Ensure stakeholder communication aligns with approved change management plans.
Technology Management
- Identify departmental technology requirements.
- Ensure technology solutions support efficient and cost-effective operations.
Professional Development
- Continuously enhance leadership and technical competencies.
- Participate in performance reviews and implement development plans.
- Stay aligned with ADA values and professional standards.
Requirements & Skills
Education
- Bachelor's Degree in Airport Management or a related field.
Experience
- Minimum 8 years of experience in Airport Operations.
Core Competencies
- Strategic Customer & Stakeholder Leadership
- Airline & Agency Service Governance
- Executive Communication & Relationship Management
- Operational Insight, Issue Resolution & Escalation Management
- Organizational Representation & Advocacy
Technical Skills
- In-depth knowledge of ICAO and IATA rules and regulations.
- Proficiency in:
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
Language Requirements
- Fluent in Arabic and English.
Additional Attributes
- Strong leadership and people management skills.
- Excellent stakeholder engagement and negotiation abilities.
- Strong analytical, operational, and decision-making capabilities.
- Ability to manage change and drive continuous improvement.
- Customer-focused mindset with strong relationship-building skills.
- Understanding of aviation safety, security, compliance, and regulatory requirements.