Case study
Dubai Airports Group – HR transformation to deliver for today and the future
Dubai Airports Group
Transforming the HR function, creating a dedicated talent, assessment and development team and improving service levels at the world’s busiest international airport.
The client
Dubai Airports owns and manages the operation and development of both of Dubai’s airports – Dubai International (DXB) and Dubai World Central (DWC).
DXB is one of the world’s busiest airports by international passenger traffic.
In 2017, Dubai Airports (DA) was undergoing a period of significant growth and wanted to ensure that its expansion plans resulted in the highest levels of world-class service that customers are entitled to expect.
The brief
DA is in an unheralded period of expansion, and must build the capability required within the organisation to deliver against today’s operating requirements and against its future strategy. The airport is number one in the world in terms of international passenger numbers, yet falls far below this in terms of service quality. Creating an empowered leadership pipeline throughout the business, to train safety-critical and behavioural skills, will result in more engaged, service-focused employees.
ig’s mission was to address these unsatisfactory service levels by developing a more commercially aligned and attuned HR function. This would enable the business to recruit, assess, and develop a capable pipeline of leaders to support structural transformation and keep pace with the ambitions of the business.
What we did
Diagnostic review
Working closely with the EVP HR, Ann-Marie Campbell, and VP Talent, Assessment & Development, Victoria Redshaw, ig undertook an in-depth diagnostic review of the people challenges within the business and the HR function’s capability to meet these.
Gap analysis
We evaluated and refined the current and proposed HR&D operating models. Capability assessments were carried out within the HR, OD and HRBPs teams, advising on gaps at individual and team levels.
Transformation plan
We then designed a detailed two-year transformation plan for DA, spending time with the executive team to understand better the issues and constraints, with the aim of crafting a leaner, sharper and more capable HR and development function.
Longitudinal growth
ig helped implement several structural changes, including:
1. A focus on talent management, leadership capability, succession planning and wider culture;
2. Creating a universal standard and tone for training delivery, ensuring any opportunities to leverage scale were taken;
3. Hosting a six-module structural training programme for 15 DA business partners.
4. Two-day business simulation: BPs were paired with a line manager provided by Indigogold. Each individual was given detailed face-to-face and written feedback that formed the basis of a Personal Development Plan.
The results
Commercial focus
Through our work with the HR and development top team, the streamlined HR function became more proactively engaged with commercial performance, ensuring its talent, learning, leadership and succession planning was aligned throughout the business.
Targeted support
Throughout 2017, ig consultants continued to provide support around intense periods of activity such as performance planning, and were available throughout the transformation programme to further bolster the HR efficiency drive.
Ongoing guidance
Over a period of two years, ig consultants spent on average a week every month in Dubai, and feedback from DA about the strategic partnership was very positive, enabling the organisation to prepare for what it expects to be a period of significant growth.
In summary
The comprehensive HR transformation at Dubai Airports positioned the organisation to better meet its current operational demands and future growth ambitions. By streamlining the HR function, enhancing leadership development, and aligning talent management with commercial goals, ig played a crucial role in elevating service standards at the world’s busiest international airport. This strategic partnership not only addressed immediate challenges, but also set the stage for sustained excellence and innovation in the years to come.
