Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and – most of all – deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia, Qatar and Iraq. We have been supporting the RTA to operate the Dubai Metro since 2009 and have launched the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2017. We deliver Facility Management services to Hospitals, Universities, Airports, Military Facilities and Commercial Estates in the UAE and large-scale medical facilities in Saudi Arabia. We also deliver staff training and education to selected officers of the Qatar Armed Forces at the Officers’ training institute located at the Ahmed Bin Mohammed Military College in Doha.
Focussing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.

Key purpose

The purpose of the Human Resources (HR) Manager role is to work with the HR Business Partner and directly with the business and all people managers to deliver exceptional HR services that meet the changing demands of the Serco business. The HR Manager manages, executes, directs and monitors delivery of HR services to support people management to the business and provides human resource advise for Serco People Managers, covering all areas of the employee lifecycle including employee relations, performance management, pay review, talent management and absence management and will manage from one to a team of Senior HR Advisors.

Key  Responsibilities

• Works with both the HR Business Partner and HR Shared Service management to agree and implement strategies that support business objectives;
• Provides a proactive and/or “on demand” advisory and consultancy service to people managers on a range of human resources issues, employee life cycle procedures and policies
• consistent with employee standards, legislation and guidelines;
• Liaises with people managers regarding the people issues related to procedures and policies  and ensures that people managers work within the defined policy & procedures;
• Manages end-to-end and timely closure of disciplinary, performance, reward, talent, grievance cases and absence management for all employees;
• Provides coaching and mentoring to line managers on employee relations, performance management, pay review, talent management, absence management and people transition management;
• Responsible for ensuring the quality of on-boarding within their business units and managing the contract specific on-boarding process for people managers and employees;
• Assists people managers in the development of manpower plans on an annual basis;
• Identifies capability gaps and provides analysis to the HR Business Partner to ensure capability gaps are closed;
• Ownership of the implementation and monitoring of the Performance Management process within their contracts, including providing training to people managers;
• Delivers training appropriate to support the implementation of people management initiatives or to embed policies and procedures;
• Implements employee engagement initiatives across the contract base to drive a culture of exceptional customer service;
• Facilitates the annual employee survey and works with people managers to develop action plans;
• Provide Support to the HR Business Partner with all transitions and mobilizations within their division;
• Manages the annual pay review process within their business unit, ensuring people managers are following any Group or Regional Compensation and Benefits Procedures and that performance ratings are correctly reflected;
• Performs job evaluation within their contracts and provides evaluation recommendations to the HR Business Partner for verification;
• Monitors progress against Nationalization targets within their contracts and identifies areas for improvement following consultation with people managers;
• Prepares weekly and monthly reports.
• Manage ad hoc projects as directed by the HRBP.
• Analyses exit interview feedback and provide information, guidance and analysis as appropriate to people managers and HR Business Partner;
• Is a point of escalation for the MYHR and Senior Advisors for more complex queries;
• Attends audits and ensures accuracy of data provided by the Senior HR Advisors in relation to onboarding, performance management, competence and business procedure compliance and ensures actions are closed following audit reports;
• Acts in accordance with the Governing Principles of Serco at all times and is a champion of the Governing Principles within their contracts;
• Perform and carry out other duties as instructed / directed by the Human Resources Business Partner.

HSQE Responsibilities and Information Security Responsibilities

• Plays an active role in the development and implementation of the Integrated Management System requirements within their Department and provide the leadership to ensure that contents of Environment, Quality, Health & Safety and Information Security Policy Statements are known and understood by their staff
• Provides input into the development of the Environment, Quality, Health & Safety and Information Security Policy Statements
• Exercises a personal duty of care for their own health, safety and welfare and for those affected by the acts or omissions and promote the same within their area of responsibility;
• Ensures that a good HSQE and Information Security culture is promoted within their departments and among their peers
• Leads by example and ensure that ways to conserve energy, water and resources and minimise the generation of waste are identified and responded to within their area of responsibility
• Protects information assets and data including both electronic and paper based from all threats whether internal, external, deliberate or accidental
• Promotes a good HSQE and Information Security culture among their departments and peers
• Conducts regular reviews on the HSQE and Information Security Performance and seek ways to continually improve
• Carries out regular safety tours and inspections

Knowledge

• Minimum Bachelors Degree or equivalent. A recognised HR qualification (CIPD or equivalent) is preferred;
• Excellent, in depth knowledge of Human Resource practices;
• High-level knowledge of employment legislation in countries within which their role operates and how to translate into day to day HR operations.

Skills

• Supervisory capability;
• Have an up to date understanding and application of employment law and HR best practice;
• Relationship Management Skills – e.g. influencing, stakeholder management, dealing and having with difficult conversations;
• Excellent negotiation skills with confidence in communication;
• Excellent communication skills (written and verbal) to ensure that employee communications drives engagement across all levels;
• Ability to coach and develop people managers;
• Strong people management and relationship building skills essential;
• Ability to work collaboratively, working closely with HR Shared Service teams to ensure joined up delivery;
• Customer focus with a drive to deliver exceptional customer service;
• Ability to build strong working relationships/networks with all stakeholders and maintain a high degree of integrity;
• Ability to quickly gain and maintain a deep understanding of the business he/she supports;
• Ability to apply judgement to individual cases, make decisions and manage risks;
• Delivery focused individual with the ability to work in a self-sufficient manner;
• Ability to demonstrate presence and credibility within the organisation and manage key stakeholders;
• A creative ‘can-do’ attitude and preparedness to meet new challenges.

Experience

• In depth Generalist HR experience;
• Excellent generalist/operational HR experience at HR Manager level or equivalent;
• Experience of managing a team of people;
• Practical experience in managing complex ER cases, including redundancies, restructures, disciplinary and grievance cases and complex case management, performance and reward management, people transitions
• Experienced at coaching/influencing/ mentoring managers.

Additional dimensions, KPIs or special features of the role

• Functional role within the HR operations providing consultative and coaching advice to people managers
• Required to provide consultative support to people managers
• Functional role within the HR operations providing consultative and coaching advice to people managers
• Required to provide consultative support to people managers
• Responsible for managing a team of Senior Advisors within the business
• Responsible for providing a professional, customer focus service of HR advice to the business.
• A high level of mobility is required.

Serco is a FTSE 250 international service company which combines commercial know-how with a deep public service ethos.
Serco customers are looking for expertise in managing their people, processes, technology and assets more effectively. We advise economic decision makers, design innovative solutions, integrate systems and – most of all – deliver quality services directly to the public.
Serco supplies to governments, government enterprise, agencies and companies who seek a trusted outsourcing partner with a solid track-record of service excellence. Serco people offer operational, logistical and technical expertise in the Transport, Justice and Immigration, Defence, Education and Healthcare industries as well as in the commercial sectors of Facilities Management.
Serco Middle East have been in the Region since 1947, starting out delivering Air Traffic Control Services in Bahrain; a service we are proudly still running today and have expanded to include many other Airports in the region.
We have expanded significantly since that time across the UAE, Saudi Arabia, Qatar and Iraq. We have been supporting the RTA to operate the Dubai Metro since 2009 and have launched the flagship Saudi Arabia Passenger Rail service from Riyadh to Qassim in 2017. We deliver Facility Management services to Hospitals, Universities, Airports, Military Facilities and Commercial Estates in the UAE and large-scale medical facilities in Saudi Arabia. We also deliver staff training and education to selected officers of the Qatar Armed Forces at the Officers’ training institute located at the Ahmed Bin Mohammed Military College in Doha.
Focussing on our core values, and creating a positive environment for employees to thrive, we look forward to a bright future as we continue to grow with the region.

Serco Middle East is looking for a highly motivated, enthusiastic and analytical UAE National for our Air Traffic Control Assistant (ATCA) role based in Sharjah Aviation.  The Air Traffic Control Assistant (ATCA) role is a varied one, as the job title covers many different positions; Control Tower, Aeronautical Information Services (AIS) and Meteorological Services (Met).

The ATCA shall maintain the operational 24H timing and provide operational support to the Duty Air traffic Controller to ensure all aircraft’s receive a safe, expeditious and effective service.

An ATCA shall also ensure all data/information pertaining to AIS and Flight Planning is authentic for the safety, regularity and efficiency to the international civil aviation standards.

Additionally is responsible for the undertaking of surface meteorological observations and surface synoptic observations.

Structure and reporting relationship

The ATCAs sit within the operational team of the Organisation Chart.

The ATCA reports directly to the Manager Air Traffic Support Services.

Key accountabilities

• To carry out procedures connected with the Briefing Room, to include:
• Manage, correct and disseminate flight plans and other flight associated messages using the Consort Solutions Aeronautical Data Access System (CADAS);
• Obtain information to meet the need for pre-flight information service and in-flight information service;
• On behalf of the Airport Authority send Notices to Airmen (NOTAM(s)) and disseminate via Aeronautical Fixed Telecommunication Network (AFTN) and/or Email;
• Coding and Decoding in-coming and out-going NOTAM;
• Monitor the validity of incoming and outgoing NOTAM and maintain check list of incoming and outgoing NOTAM;
• Update aeronautical information of all OMSJ NOTAMs to all airport agencies via Email;
• Liaising with Tower to ensure all Air Traffic Control staff are aware of aircraft movements;
• Update Aeronautical Publications;
• Answering the telephone and intercoms and processing essential information in a prompt and accurate manner.

To carry out procedures connected with the Air Traffic Control Tower, to include:

• Assists Duty Air Traffic Controller when requested, especially during Emergencies and low visibility operations;
• Prepare flight progress strips, update and manage flight plans (FPL);
• Liaise with Airport Operations reference aircraft parking;
• Provide the Air Traffic Controller with flight data;
• Record flight movement data into flight information and display systems;
• Liaise with other operational departments and coordinate with other Air Traffic Units reference start up clearances;
• Providing information to internal and external emergency services;
• Complete standard templates as per the ATCA & Met Ops Manuals, carry out administrative duties, deal with internal and external inquiries;
• Keep necessary legislative and internal documentation up to date or archived;
• Co-ordinate with Briefing.

To carry out procedures connected with Meteorological Services Air Traffic Control Tower, to include:

• Utilise the AWOS 7 system to prepare and disseminate routine meteorological reports (METAR / METREP/ SYNOPs) and non-routine reports (SPECI / SPECIAL) for the aerodrome;
• Complete the verification process to check and correct meteorological reports and enter data into the climate record sheets;
• Utilise the Visual Weather system to retrieve forecast information required to compile flight documentation for airlines operating from Sarah Airport;
• Distribute Weather Warnings (Aerodrome & SIGMET) to ATC and other agencies as per the distribution lists;
• Compiling and transmitting weather reports.

To carry out general procedures connected with the role of an ATCA, to include:

• Comply with staff instructions and administrative rules pertaining to conduct in the Operational area;
• Answering the telephone and intercoms and processing essential information in a prompt and accurate manner;
• Communicating with outside agencies on various aviation related matters;
• Reporting equipment unserviceability to the relevant parties and initiating the corrective call-out procedure;
• Updating the Watch log and other operational and technical logs and reports as necessary;
• Assisting the SATCA with document control and other safety management related tasks;
• Maintaining a good working knowledge of ATS, AIS and MET related regulations and documentation;
• Undertake other non-routine tasks, as designated by management, to maintain operational services required for the smooth running of ATC, AIS and MET.

Essential technical and professional skills, knowledge and qualifications

• Higher Secondary School Level;
• Achieve excellent standards of customer service;
• Excellent IT skills;
• Attention to detail;
• Ability to work in a team;
• Ability to think fast, have a good memory and make quick decisions;
• The ability to multitask, prioritising as required;
• Good communication and organisation abilities;
• To interpret and analyse data/information;
• Ability to stay calm under pressure and also be stress resistant;
• Should be able and willing to adapt;
• Should be service-oriented, and have good spatial orientation;
• Interest in the aviation industry.

Additional / special features of the role

• Ensure compliance with the Serco Management System and all relevant business processes, procedures and work instructions to deliver all work with appropriate quality and governance standards;
• Ensure security and integrity of all data provided including reporting performance, finance and customer information; reference Serco non-disclosure policy;
• To exercise personal duty of care for their own health, safety and welfare and for those affected by their acts or omissions; reference SMS GSOP-HSE1-6 Serco organisational HSE responsibilities;
• Ensure compliance with all training requirements of Serco and ensure adherence to these requirements at all times whilst in employment;
• Report any accidents, incidents, breaches or potential breaches to appropriate management or the speak up process;
• To ensure knowledge and understanding of all appropriate security responsibilities as per airport policies and procedures and other relevant policy documents.