We are seeking a professional with proven track record in duty management with aviation services with a service delivery orientation that will lead, motivate, engage and inspire all staff across multiple teams to ensure the delivery of great customer experiences in line with Swissport formula.
Main Responsibilities
- Plan and deploy resources to ensure that we are collectively successful by producing daily allocations in line with customers and operations requirements
- Ensure available resources are used to the optimum level (monitor and control overtime payments within targeted budgets)
- Supervise/control and follow up staff attendance and absences
- Lead the team to ensure we deliver consistently great customer experiences at every touchpoint
- Responsible for the disciplinary process of the team
- Support and identify training needs and coordinate with training department
- Responsible for performance monitoring, coaching and developing the team
- Create and maintain a progressive, open feedback culture by managing the performance of employees
- Ensure senior management is informed of critical issues such as flight irregularity, safety accidents in a timely manner
- Maintain, monitor and report on agreed key performance indicators (KPI's) using all available tools and systems.
- Resolve all customer service challenges in a timely manner
- Ensure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experience
- Maintain and control activities to ensure work safety, health and environmental protection within the area of responsibility
- Initiate investigations on irregularities, accidents or complaints as per our standard reporting requirements
- Manage and contribute towards change within the operational environment
- Ensure deployment of the Corporate QHSE Manual
- Ensure all Swissport employees are familiarize with the Code of Conduct.
Qualifications and Competencies
- Diploma or higher
- 5 years' experience in Passenger Services in Aviation with 3 years leading a team in customer services
- Working knowledge of DCS systems
- Computer literate (Office Word, Excel, PowerPoint)
- Customer oriented
- Leadership and people management skills
- Problem solving and decision-making
