Transport and LogisticsFull-TimeSenior-level(6+ yrs)
Job Description
Swissport is seeking a professional with a proven track record in duty management within aviation services. This role requires a service-delivery orientation to lead, motivate, engage, and inspire all staff across multiple teams to ensure the delivery of exceptional customer experiences in line with the Swissport formula.
Main Responsibilities
Resource Management: Plan and deploy resources to ensure collective success by producing daily allocations in line with customer and operational requirements. Ensure available resources are used to the optimum level and monitor/control overtime payments within targeted budgets.
Team Leadership: Supervise and control staff attendance and absences. Lead the team to ensure consistent delivery of great customer experiences at every touchpoint.
Performance & Development: Manage the disciplinary process, identify training needs, and coordinate with the training department. Monitor performance, coach, and develop the team to create an open feedback culture.
Operational Reporting: Inform senior management of critical issues such as flight irregularities or safety accidents in a timely manner. Maintain and report on Key Performance Indicators (KPIs) using all available tools and systems.
Compliance & Safety: Ensure compliance with all Standard Operating Procedures (SOPs) and policies to meet or exceed regulatory standards. Maintain activities to ensure work safety, health, and environmental protection (QHSE) within the area of responsibility.
Problem Resolution: Resolve customer service challenges in a timely manner and initiate investigations on irregularities, accidents, or complaints as per standard reporting requirements.
Organizational Standards: Manage change within the operational environment, ensure deployment of the Corporate QHSE Manual, and ensure staff are familiar with the Swissport Code of Conduct.
Requirements
Education: Diploma or higher degree.
Experience: At least 5 years' experience in Passenger Services in Aviation, with at least 3 years specifically leading a team in customer services.
Technical Skills: Working knowledge of Departure Control Systems (DCS) and computer literacy (Office Word, Excel, PowerPoint).
Soft Skills: Strong customer orientation, leadership, people management, problem-solving, and decision-making skills.
Interested and qualified candidates should apply online via Swissport's recruitment portal on LinkedIn. You can access the application page directly through this link: https://www.myjobmag.co.ke/apply-now/1167448.
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