Business Support Specialist

Job purpose

Join our service delivery team, where you will be part of a dynamic group responsible for delivering exceptional experiences to our customers. The team oversees key business areas, including catering, product, retail, in-flight entertainment and connectivity, cabin crew management, the cabin crew centre of excellence, and uniform standards & development - each fundamental to our global operations.

If you are passionate about excellence in customer experience, innovation, and operational efficiency, we invite you to apply and contribute to the success of Emirates Group. As the world’s largest international airline, our service delivery teams play a crucial role in shaping our brand and ensuring world-class standards across every touchpoint.

You will support the delivery of the service delivery project portfolio through effective project governance, planning, and cross-functional collaboration. Drive operational improvement initiatives by aligning people, processes, and technology with departmental objectives, ensuring projects deliver measurable business value and support the organisation’s mission, vision, and goals.

In this role, you will:

• Manage a portfolio of projects by defining scope, deliverables, timelines, resources, and risks, while establishing governance frameworks and aligning with stakeholders.
• Support project initiation, business case development, and benefit realisation tracking.
• Lead project teams, subject matter experts (SMEs), and stakeholders to deliver milestones on time, while effectively managing risks, issues, and change requests, escalating to the business support manager (BSM) where required.
• Produce regular status and progress reports to track performance against timelines and key performance indicators (KPIs) and leverage analytical tools to monitor trends and drive continuous improvement in service delivery.
• Support the BSM in budget forecasting and business case development through analysis of business needs and project performance, using historical and forecast data to inform the three-year business plan and ensure alignment with departmental priorities.
• Review and assess existing service delivery processes to identify improvement opportunities, enhancing efficiency, reducing costs, and improving service standards in line with growth objectives.
• Identify and recommend improvements across people, processes, and systems, collaborating with IT and service delivery teams to ensure tools and capabilities support growth and evolving operational needs.
• Collaborate with cross-functional teams and partner business areas to ensure alignment, timely delivery of milestones, and effective management of risks and change requests.

Qualification

To be considered for this role, you will need the following requirements:

• A degree or honours (12+3 or equivalent), preferably in business management, IT, computer science or a related discipline.
• At least 5+ years' experience in project management, preferably within the aviation industry.
• Demonstrated experience in performance development or continuous improvement projects within the airline industry is highly preferred.
• Strong planning and organisational capability, with a proven ability to manage complex, cross-functional business initiatives.
• Highly effective communication and presentation skills, with the confidence to engage and influence stakeholders at all levels.
• Strong proficiency in relevant IT systems and analytical tools, including manpower planning, productivity analysis, and project management applications.
• A recognised professional certification in project management (PMP, PRINCE2, Agile etc.) is an advantage.
• Skilled in the use of project management tools (MS Project, Smartsheet, Jira, etc.).
• Advanced analysis capability, with the ability to interpret historical and forecasted data to support long-term decision making.

At Emirates we are committed to helping our people grow and thrive. If you're ready for a rewarding and challenging career, apply today and become part of our world-class team.

Salary & benefits

Join us in Dubai and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance, and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city.