Title: Operations Specialist OCC
Location: Dubai, On-site, Shift Pattern
Reporting to: Duty Manager OCC
Building on Swissport's 25+ years of proven ground-handling expertise in executive aviation, PrivatPort's represents our evolution into the future of private aviation services. Under this dedicated brand, we unite our trusted operational excellence with a fresh strategic vision and global growth mindset.
Rooted in Swiss precision and service excellence, PrivatPort delivers smooth and discreet journeys from runway to destination. By combining Swissport’s trusted operational standards with tailored, passenger-focused services, PrivatPort ensures the highest levels of safety, comfort, and efficiency across our global network.
Role Description
The Operations Specialist OCC is a core operational role within PrivatPort’s Operations Control Centre, responsible for the hands-on execution of trip support, flight planning, and ground handling coordination activities during their assigned shift. Working under the direction of the Duty Manager, the Operations Specialist manages assigned trip files from opening to closure, handles client communications, ensures the accuracy of all operational data in the OCC control systems, and prepares thorough shift handovers to support 24/7 operational continuity. The role demands a high degree of technical proficiency, attention to detail, and client service orientation.
Responsibilities
1. Trip Support
- Manage assigned trip files end-to-end from initial client request through to trip completion, ensuring all operational elements are planned, confirmed, and executed accurately.
- Apply for and track overflight and landing permits across all relevant territories, following up proactively to secure approvals within the required lead times.
- Coordinate fuel uplifts, catering requirements, crew HOTAC, crew transport, and all ancillary services, confirming all arrangements are in place ahead of each departure.
- Incorporate client standing instructions, aircraft-specific requirements, and special requests into all trip files, ensuring handlers and stations are fully briefed.
- Manage changes to trip files including schedule amendments, aircraft substitutions, routing changes, and permit revisions, updating all relevant parties promptly.
- Support the Duty Manager in managing IROPS situations, implementing contingency arrangements and keeping clients informed throughout any disruption.
- Ensure all trip file documentation is complete, up to date, and filed in accordance with PrivatPort’s SOPs and record-keeping standards.
2. Flight Planning
- Prepare and file flight plans for assigned aircraft in compliance with ICAO standards, applicable national regulations, airspace requirements, and company procedures.
- Calculate fuel loads, alternate requirements, and minimum fuel thresholds in accordance with aircraft performance data, company policy, and regulatory requirements.
- Assess weather and NOTAM information along planned routes, coordinating with crew on any significant constraints, alternate routing options, or delay decisions.
- Obtain and monitor ATC slots, CTOT times, and departure clearances, actioning any revisions or cancellations and communicating updates to crew and handling agents.
- File, amend, re-file, and cancel flight plans in a timely manner, ensuring all changes are reflected across the trip file and communicated to all relevant parties.
- Verify that all pre-departure flight plan components are complete and accurate before confirming readiness to crew and the Duty Manager.
3. Ground Handling Coordination
- Issue Ground Handling Orders (GHOs) for all assigned flights, ensuring accuracy of aircraft type, services required, parking bay, fuel specification, and client preferences.
- Confirm ground handling arrangements with PrivatPort FBOs, Swissport commercial stations, and third-party handlers at departure and destination airports ahead of each movement.
- Monitor turnaround progress in real time, maintaining active contact with station teams and flagging any delays, resource gaps, or service quality issues to the Duty Manager.
- Coordinate special ground arrangements including VIP reception, customs and immigration facilitation, ramp access, and security requirements where applicable.
- Capture and record all post-flight ground handling confirmations and any service discrepancies in the operational log for quality assurance and billing purposes.
4. Billing Support
- Record all trip-related costs and services accurately within the OCC control system upon confirmation, ensuring no billable item is omitted from the trip file.
- Cross-check inbound invoices from stations and handlers against confirmed trip records, identifying and raising any discrepancies with the Duty Manager for resolution.
- Support the preparation of consolidated trip cost summaries to assist OCC Dubai in issuing accurate client invoices covering handling, trip support, and applicable surcharges.
- Maintain accurate cost data within the operational system throughout the trip lifecycle, updating records promptly when changes to services, fees, or surcharges occur.
5. Client Communications
- Answer and manage inbound calls and messages from clients, operators, and crew members in a professional and timely manner, providing accurate operational information and assistance.
- Provide clients with proactive updates on permit status, flight plan submissions, departure readiness, and any operational developments affecting their trip.
- Log all client interactions, requests, and instructions in the OCC control system, ensuring the full team is aware of any client-specific communication or preferences.
- Escalate complex client queries, complaints, or issues that cannot be resolved at the specialist level to the Duty Manager promptly.
- Maintain a professional, courteous, and solution-focused communication standard in all client and station interactions, upholding PrivatPort’s service reputation.
6. System Updates & Data Integrity
- Maintain real-time accuracy of all trip data within the OCC operational control system and FBO1, updating flight statuses, service confirmations, permit approvals, and operational notes throughout the shift.
- Log all operational activities, communications, and trip milestones in the system to ensure a complete and auditable record of each flight movement.
- Ensure that all changes to trip files, including amendments, cancellations, and surcharges, are reflected accurately and promptly across all relevant system records.
- Conduct regular data quality checks on assigned trip files during the shift and correct any inaccuracies or gaps identified.
7. Shift Handover
- Prepare a thorough and structured shift handover report at the end of each shift, capturing the status of all active trip files, pending actions, open permit applications, and any outstanding client communications.
- Brief the incoming Operations Specialist or Duty Manager on all live situations, priorities, and time-sensitive items requiring immediate attention at the start of the next shift.
- Ensure no active trip file or pending task is left without clear ownership or status documentation at the point of handover.
- Receive and review the incoming shift briefing from the outgoing Operations Specialist, confirming understanding of all open items before assuming responsibility for the shift.
Qualifications and Experience
Mandatory
- 4–6 years’ experience in an aviation operations role, ideally within a Trip Support, Flight Dispatch, or OCC environment. Business aviation or executive charter experience is preferred.
- Working knowledge of international flight planning procedures, permit acquisition processes, and ground handling coordination.
- Proficiency in using operational control systems and flight planning software (e.g., FBO1, Leon, PPS or equivalent).
- Strong client communication skills with the ability to manage multiple inbound queries professionally and accurately under pressure.
- High attention to detail with a disciplined approach to data entry, system updates, and operational record-keeping.
Good to have
- Experience working within a 24/7 shift-based OCC or Flight Dispatch environment in the business aviation or executive charter sector.
- Familiarity with ICAO procedures, ATC slot management, CTOT processes, and AIS documentation.
- Good knowledge of trip planning, aircraft performance, routing, and AIS documentation.
- Good understanding of Aviation Regulations (GCAA/EU-OPS/FAA/ICAO).
- Experience in billing support, cost capture, and basic invoice reconciliation within an operational role.
- Ability to prepare structured shift handover documentation and brief colleagues clearly and concisely on live operational situations.
Education
University Degree or Diploma.
Flight Dispatch License.
An equivalent combination of vocational training and operational experience will be considered.
