Cargo Controller

Role Overview

Cargo Controller at Etihad Airways, based in Abu Dhabi. This is a shift-based role within a 24/7 Cargo Operations Center providing live monitoring and service recovery for shipments.

Company Overview

Etihad Airways is the UAE's national airline, connecting people across continents and cultures from its Abu Dhabi hub. The airline is executing its "Journey 2030" ambition to double its fleet, expand its network, and grow its people for a new era of excellence.

Role Purpose

Monitor high-yield and special load shipments in real time, ensure safe, secure, and on-time delivery across key routes, manage service irregularities and recovery, and maintain proactive communication with internal and external customers to meet defined performance standards.

Key Responsibilities

Monitoring & Tracking

• Monitor different dashboards and KPIs based on defined performance requirements in relation to OTP, Cargo IQ standards, SLAs, FAP, and other metrics.
• Track special loads and products via different platforms and system support to ensure processing on time as per SLA.
• Conduct real-time monitoring of all irregularities with dedicated attention to special products and high-value customers.
• Monitor and track shipments focused on high-yield products and special loads across key route flights.

Stakeholder Coordination & Communication

• Ensure close coordination with relevant stakeholders across the hub and network.
• Communicate with different stakeholders for any identified gaps or delays in processing cargo via different cargo milestones for immediate attention.
• Communicate proactively with customers and internal parties about any change in bookings and address root causes on relevant deviations.
• Comply with Etihad communication standards and represent the company values towards external and internal customers.

Service Recovery & Problem Resolution

• Provide first-level investigation on reported service failures and delays, arranging efficient recovery.
• Engage relevant stakeholders in constructive and effective problem resolution, avoiding unnecessary costs and delays in cargo delivery.
• Work independently and assess the financial impact of service recovery alternatives.
• Evaluate solutions to best deliver customer satisfaction.

Operational Safety & Risk Management

• Make day-to-day operational decisions to manage and mitigate operational safety and security-related risks associated with assigned tasks.
• Conduct effective evaluation and decision-making based on conditions, hazards, and threats.
• Escalate medium or higher-level risks to appropriate management-level personnel.

Process Improvement & Support

• Seek continuous process improvements in relation to identified deviations.
• Support the Commercial Products and Hub Quality Team by taking full responsibility of the end-to-end shipment process monitoring.

Qualifications & Experience

• High school education minimum; diploma level in logistics, operations management, or related discipline preferred.
• Specialization in cargo handling operations.
• At least three years of cargo operations and/or cargo customer experience.
• Industry training in DC/AVI, Cargo Operations, Security, or Customer Service.

Skills & Competencies

• Good understanding of computer airfreight specifications.
• In-depth knowledge of industry standards and legal regulations.
• Fully conversant with cargo handling processes, procedures, and regulatory compliance expectations.

Additional Information

• Shift-based role within a 24/7 operations center.