Job Description Synopsis Part of a 24/7 Cargo Operations Center that provides live monitoring of shipments focused on high yield products and special loads, service recovery of every irregularity and proactive communication with affected customers. On a shift basis, they will monitor different dashboards and KPls based on defined performance requirements in relation to OTP, Cargo IQ standards, SLAs, FAP, etc. They must ensure safe, secure and on time delivery of all high-profile shipments on key routes flights, by close coordination with relevant stakeholders all across HUB and Network. Provide 1st level of investigation on reported service failures and delays, arranging efficient recovery Work independently and be able to assess the financial impact of service recovery alternatives, as well as evaluate solutions to best deliver customer satisfaction. Comply with Etihad communication standards and represent the company values towards external and internal customers. Make day-to-day operational decisions to manage and mitigate operational safety and security-related risks associated with assigned tasks, through effective evaluation and decision-making based on conditions, hazards and threats. Escalate medium or higher-level risks to appropriate management level personnel. Monitor and track Special loads and Products via different platforms and system support to ensure they are processed on time as per SLA Communicate with different stakeholders for any identified gaps or delay in processing cargo via different cargo milestone for immediate attention to prevent it from failing Act swiftly and communicate proactively with customers and internal parties about any change in bookings and address root causes on relevant deviations, seeking continuous process improvements.Engage relevant stakeholders in constructive and effective problem resolution, avoiding unnecessary costs and delays in Cargo Delivery Real time monitoring of all Irregularities with dedicated attention to special products and high value customers.Support the Commercial Products and Hub Quality Team by taking full responsibility of the end-to-end shipment process monitoring. Qualifications Educated to at least high school level, preferably diploma level in logistics, operations management or related discipline; with acquired specialization in cargo handling operations,. At least three years of cargo operations and/or cargo customer experience. Coad understanding of computer airfreight specifications In depth knowledge of industry standards and Legal Regulations Industry training in DC/AVI/ Cargo Operations/Security/Customer Service Fully conversant with cargo handling processes, procedures and regulatory compliance expectations. Additional Information Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight. To learn more visit www.etihad.com Recruitment Fraud Alert Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent. ---