How Dubai Airports is Changing it’s HR Game

HR Leaders Forum & Awards 5th-6th March, 2012

Dubai, United Arab Emirates

Jill Nealon-SVP HR&D

COMPETITIVE LANDSCAPE Doha International:

Due to have 2nd largest capacity in the

region

Dynamic Growth:

In emerging markets

Change at Dubai Airports

3

DA’S

DRIVERS

ECONOMIC/FINANCIAL

ENVIRONMENT Funding Model:

Significant change over the past 3

years

UNPRESCEDENTED GROWTH Emirates:

42% fleet growth in next 5 years

Airport: From 46mppa to 159mppa

by 2030, averaging 15.5% growth

each year

RESOURCE Internal Resourcing:

Deliver the growth with

our internal staff

Skills:

Employees needing the

skills to to deliver the

strategy

STYLE Accountability:

Need to drive

accountability and

ownership

Productivity:

Simplifying processes

What We Needed To Do…

4

Resourcing our growth plans by recruiting

from within

Embedding with Reward and Recognition

Creating alignment between the organisational

strategy and HR Business Plan

Developing the skills to deliver the strategy

Driving accountability and ownership

Un

de

rpin

nin

g w

ith

Va

lue

s &

Be

ha

vio

urs

Engaging and

Communicating

Throughout the

Journey

Page 5

OLD WORLD

NEW WORLD

What We Needed To Improve…

JOURNEY

Train

Involve

Recognise

Hire Exit

Maintain Engage

Connect

Listen

Hearing the

customers,

stakeholders and

wider community

opinions of DA

Marketing ourselves

as DA brand

What we have to

offer and what we

expect in return

Building the

psychological

contract

Bringing our ‘Hero’

onboard

Ensuring the skill

and competencies

to deliver the

strategic plan

Collaboration,

empowerment,

creating the future

together

Embedding the

behaviours that make

us unique and deliver

our plan

Valuing contribution,

retaining knowledge

Creating lifelong

commitment

HERO’s

Our Journey

6

UNFREEZE

REORGANISED TOWARDS A STRATEGIC HR FUNCTION

Senior

Leadership Promoted and recruited leadership to

drive change

HR

Partnership

Implemented HR Business Partners to

understand and support the business in

meeting their needs

Planning &

Design

Implemented manpower planning,

remuneration & policies and organisation

development function

Development

& Training

Technical training residing within the

business to meet unique needs

Service

Development

Incorporate corporate service

development within HR to drive

customer service improvement

MOBILISE

Our Journey

7

UNFREEZE

ENGAGED OUR EMPLOYEES IN OUR VISION & MISSION

My Airport Our

Journey

Workshop for all employees on our

strategy and the customer service

required to deliver it

Open

Communication

Town halls, ‘tool box’ talks, creating 2-

way transparent communication.

Communicating in employees

language

Aligning Comms 7 departmental change programmes, all

with a consistent purpose for change

EMBED MOBILISE

Our Journey

8

UNFREEZE

EMBEDDING WITHIN OUR HR ENABLERS

Rewarding against our newly

defined values and

behaviours

Developing staff to

deliver great customer

service

Living our Values

EMBED MOBILISE

Our Journey

9

UNFREEZE

LANGAUGE/ENVIRONMENT/CULTURE

‘CREATE THE FUTURE’

9

Drive change

Take

Responsibility

EMBED MOBILISE

Our Journey

1

0

UNFREEZE

CREATING AND SUSTAINING CHANGE THROUGH OUR INTERNAL REBRAND

SUSTAIN

EMBED MOBILISE

Our Journey

1

1

UNFREEZE SUSTAIN

CREATING AND SUSTAINING CHANGE THROUGH OUR INTERNAL REBRAND

Page 12

Our Transition….

2008

FOUNDATIONS

2012

2009

2011

2010

GROWTH

MEASURING

REWARDING

TRANSFORMING

• T3

• Business Strategy

• Right People in

the Right Jobs on

the Right Pay

• DWC

• Meeting the

Demands of the

Business

• Business

Partnership

• Measuring

Performance

• Driving

Efficiencies

• Measuring

Service Levels

• ‘Employer of

Choice’

• Performance

Related Pay

Increase

• Performance

Related Bonus

• 4th Busiest Airport

in the world

• Corporatisation

• SP2020

• ACI improvement

• 7 Change Projects

• ‘Employer of

Choice’

So Has It Worked? ENGAGEMENT TURNOVER TREND

ABSENCE

DGEP INTERNAL

EMPLOYER OF CHOICE

BEST

EMPLOYER

BRAND (Asia Pacific)

LEADERSHIP

DEVELOPMENT

AWARD (ACI)

INNOVATION IN

HR

LEADERSHIP (World HRD

Congress)

DGEP AWARDS

-Distinguished

Employee

-Creative Employee

What Our Customers Think?

1

4

1

4

ACI Award for Best

Airport in the

Middle East 2011

36 33

23 22

2008 2009 2010 2011

ACI Ranking

Score

Rank

ACI Most Improved

Airport Middle East

2011

ACI International

Customer Service

Award Middle East

2011

Thank You

Jill Nealon-SVP HR&D