Yousif Saleh

• Ensured 100% compliance with QHSE, security (RA3), customer airline, regulatory, and ISAGO (IATA Safety Audit for Ground Operations) standards.
• Support in implementation, maintenance and day-to-day administration and operation of SMS and QMS at corporate level
• Adhere to quality standards, as part of SLA, customer satisfaction, contribute to local and global Quality programmes, and certifications
• Delivered 100% customer satisfaction by monitoring service quality, resolving complaints, and recording compliments.
• Conducted regular audits, Quality Control function, and workplace inspections to identify risks, improve safety, and enforce compliance across operations.
• Supported and conduct second- and third-party audits (regulatory authorities, certification bodies, and airlines) ensuring full readiness and successful outcomes.
• Led incident and near-miss investigations, performing root cause analysis, collecting evidence, and implementing corrective and preventive actions.
• Utilized dnataHub Issue & Action Module to centralize audit findings, corrective actions, and continuous improvement initiatives.
• Monitored and maintained the Document Management System (DMS) ensuring all manuals, forms, and operational procedures were up to date (IATA, dGOM, dCOM).
• Developed and implemented QHSE improvement programs, achieving measurable improvements in staff performance, safety culture, and compliance.
• Provided training, guidance, and intervention to operations staff, ensuring safe practices, adherence to procedures, and continuous improvement.
• Collaborated with management and HR on talent management, staff performance, and recognition programs to achieve 100% staff satisfaction and performance targets.
• Acted as MOC (Management of Change) Team Leader when required, ensuring safe and compliant implementation of operational changes.
• Maintained accurate QHSE records, sustainability compliance (waste management, environmental standards), and contributed to global certification programs.

• Plans investigation that require support of subject matter expert to facilitate robust investigation to determine findings and root cause
• Reviews quality of dnata incident investigation, data integrity of incident management system and follows up on discrepancies with particular business
• Supports in development and implementation of Document Management System ensuring to ensure that internal operational documents (Forms, processes, procedures, working instructions, IATA manuals, Ground Operation Manual) are available and accurate.
• Implements departmental policies, processes, procedures and provides guidance and instructions to employees with regards to safety
• Implements day-to-day operations assigned and ensures compliance with established standards and procedures
• Provides advice and support to operations team to ensure safe implementations of operations
• Intervenes in unsafe acts and unsafe conditions and ensures that appropriate action is taken and that operation is safe with right behaviours
• Implements safety improvement programs and monitors performance and effectiveness
• Participates in HSSE self-assessments, audits, investigations and recommends corrective actions
• Supports successful implementation of data integrated management system and associated standards
• Collects tests and analyses investigation evidences and prepares summary reports of this evidence
• Conducts analysis of all available data, to provide trend and threat evidence to be communicated with business for any possible improvement.
• Conducts internal audits to ensure requirements are met and identifies areas of non-compliance to manager
• Ensures availability of all documents, standards, and procedures for external audits
• Manage or delegate administration of business detailed audit assurance process and activities to verify execution of processes is done as per set standards and all available information and records are reviewed.
• Develop, implement, and oversee corrective actions to rectify gaps and to ensure continuous improvement
• Take responsibilities in regular monitoring as day-to-day quality controls, compliance checks, as part of Quality controls in operations.
• Provide feedback, report on deviations, issues related to QMS and other managements systems
• Adhere to quality standards, as part of SLA, customer satisfaction, contribute to local and global Quality programmes, and certifications

Responsible for effective implementation of Quality policy and QMS (Quality Management System) as per Global Quality framework, standards, & procedures.

• Assure all policies, processes, procedures within responsibility are followed, documented, and implemented.
• Monitor operational activities for adherence to internal and Customer Airlines procedures as well as compliance with relevant Regulatory Authorities requirements.
• Conduct audits, inspections as part of monitoring process.
• Monitor implementation and completion of corrective and preventive actions.
• Maintain effective communication and relationships with applicable regulatory and certification bodies as well as customers, on matters concerning compliance.
• Provide support for second party and third-party audits (Regulatory Authorities, Certification Bodies and Customer Airlines).
• Produce and amend Quality documentations.
• Implement and maintain effective control process for internal and external documentation.
• Ensure communication and coordination with operational managers in management of operational risk.
• Communicate quality results within company.
• Follow company procedures related to safety and security.
• Report deviations from procedures/documented processes, unsafe acts, faulty equipment, and damaged infrastructure.
• Responsible for performing document management function in accordance with procedures outlines, in Document Management System
• Provides Document Management System advice and consultancy to employees as and when required
• Make suggestions for changes and improvements in Document Management System, developing local Document Management System if required.
• Provide support in adapting dnata Ground Operation Manual (dGOM) and dnata Cargo Operation Manual (dCOM).
• Manage or delegate administration of business detailed audit assurance process and activities to verify execution of processes is done as per theset standards and allnavailable information and records are reviewed.
• Develop, implement, and oversee corrective actions to rectify gaps and to ensure continuous improvement.
• Ensure to report any hazards, injuries, ill-health or near miss to supervisor or employer

• Plans investigation that requires support of subject matter expert to facilitate robust investigation to determine findings and root cause
• Reviews quality of dnata incident investigation, data integrity of incident management system and follows up on discrepancies with particular business
• Supports in development and implementation of Document Management System ensuring to ensure that internal operational documents (Forms, processes, procedures, working instructions, IATA manuals, Ground Operation Manual) are available and accurate.
• Implements departmental policies, processes, procedures and provides guidance and instructions to employees with regards to safety
• Implements day-to-day operations assigned and ensures compliance with established standards and procedures
• Provides advice and support to operations team to ensure safe implementations of operations
• Intervenes in unsafe acts and unsafe conditions and ensures that appropriate action is taken and that operation is safe with right behaviors
• Implements safety improvement programs and monitors performance and effectiveness
• Participates in HSSE self-assessments, audits, investigations and recommends corrective actions
• Support successful implementation of data integrated management system and associated standards
• Collects tests and analyses investigation evidences and prepares summary reports of this evidence
• Conducts analysis of all available data, to provide trend and threat evidence to be communicated with business for any possible improvement.
• Conducts internal audits to ensure requirements are met and identifies areas of non-compliance to managers
• Ensures availability of all documents, standards, and procedures for external audits
• Manage or delegate administration of business detailed audit assurance process and activities to verify execution of processes is done as per set standards and all available information and records are reviewed.
• Develop, implement, and oversee corrective actions to rectify gaps and to ensure continuous improvement
• Take responsibilities in regular monitoring as day-to-day quality controls, compliance checks, as part of Quality controls in operations.
• Provide feedback, report on deviations, issues related to QMS and other managements systems
• Adhere to quality standards, as part of SLA, customer satisfaction, contribute to local and global Quality programmes, and certifications

• Adapts the staffing allocation plan to ensure the completion of tasks can be completed safely and efficiently as the operation demands.
• Publishes the Daily Flight Plan (DFP) ensuring accuracy to all fields.
• Coordinates with the operational shift in charge and exchanges the required information to respond to the dynamic changes during the shift (i.e. staff sickness / absence).
• Deals with new and existing customer requests and advises what is required from the customer in order for the necessary approvals to be obtained.
• Supports the Operations Controller to ensure the smooth running of the shift and that all required updates are shared with both internal and external stakeholders.
• Communicates with key stakeholders internally and externally to provide them with the required information for service
• Work with dnata Quality Department to ensure compliance with new procedures and regulatory requirements.
• Implements day-to-day operations assigned and ensures compliance with the established standards and procedures.
• Provides updates to the team regarding flight status, particularly exceptions such as events that may impact OTP, schedule changes, ad-hoc requests and cancellations.
• Makes appropriate update in required systems (Dynamics/AMS/GODB).
• Manages real-time allocation.
• Responsible for holding stocks of Personal Protective Equipment (PPE) for the team which will be issued by the TAC when required.
• Escalate issues as required, where further guidance or experience will enhance dnata service delivery.
• Responsible for the health and safety duty of care at the workplace.
• Ensure to report any hazards, injuries, ill-health or near miss to your supervisor or employer.
• Cooperate with your employer when they require something to be done for health and safety at the workplace

• Liaison between passengers, airline, other handling agents and courier services.
• Customer service face to face with passengers arriving into baggage reclaim.
• Telephone customer service to/from passengers in relation to baggage claims.
• Handling and management of all incidences in respect of delayed, damaged or pilferage reports or lost property items.
• Reuniting passengers with baggage and sending communication messages via tracer system.
• Management of World Tracer System, ensuring timely information is updated.
• Processing of baggage for re-flight or delivery to passenger.
• Monitor and maintain files with World Tracer.
• Administration in respect of all baggage enquiries and claims.
• Constant liaison with Check-in, transfer desk, and other related areas for smooth acceptance of passenger.
• Liaises with check-in, transfer desk, and support Airport Services Supervisor in all areas.
• Escort and direct Arriving/departing passengers to respective areas such as hotel desk, visa counter, transfer desk, premium lounges and boarding fates etc.
• Assist duty officer to handle company material and records.
• Liaison with GHA for quick processing of hotel and transfer passengers.
• Work with GHA and ensure smooth passenger handling.
• Assist passengers in regards to entry requirements, visas, residence permits etc.
• Ensure passengers are assisted smoothly through airport facilities.
• Performs other related duties, as assigned, for purposes of ensuring efficient and effective function of work unit.

• Discusses safety concerns openly and reports them to team leader on shift
• Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment
• Follows all relevant customer service and airlines specific policies, processes, standard operating procedures and instructions so that work is carried out in line with regulations and SLAs
• Follows day-to-day operations related to own job and be available on assigned task in a timely manner
• Checks check-in areas to ensure that they are functional to avoid any potential delays or disruption of operation and ensures work area is presentable to customers
• Processes passengers using check-in systems ensuring full compliance with regulatory, data and SLAs including but not limited to, checking passengers’ tickets and passports, allocating seats, weighing luggage, adding excess charges and asking passengers security questions
• Verifies border control requirements for immigration and ensures passengers have required documents and updates passengers’ document details in system with information
• Checks passengers’ baggage acceptance and ensures alignment with international / local / dangerous goods, safety and security regulations
• Solves issues raised by passengers during check-in, boarding or transfer and ensures that unresolved issues are communicated to Team Leader on shift
• Guides passengers and answers their queries regarding departure times, changes to flights, upgrades, gate information, etc… to enhance passenger travel experience
• Reports any issues occurring on-shift to concerned team leader for follow up and action
• Announces flight related updates (boarding time, gate numbers, etc…) to ensure passengers are informed and on-time departure
• Ensures that allocated flights are opened / closed and edited as per defined configuration and airline requirements
• Ensures that passengers are boarding on right flight and that their profile is correctly updated and visible on system
• Responsible for health and safety duty of care at workplace.
• Ensure to report any hazards, injuries, ill-health or near miss to your supervisor or employer.
• Cooperate with your employer when they require something to be done for health and safety at workplace