Duty Manager (Customer Service)
Summary
The Operations Executive will manage the ramp operation on a shift basis ensuring that service delivery conforms to regulatory, operational, safety and customer service standards within a cost effective environment.
Duties and Responsibilities
Proactively manage the department’s resources (staff & equipment) on a shift basis, to ensure that service levels are delivered to customers that meet both internal and external KPIs and Service Level Agreements (SLAs) while ensuring that Standard Operating Procedures (SOPs) are adhered to
On shift, take immediate action to rectify irregular operations through the deployment of staff & equipment, and the formulation and communication of recovery plans
Identify and manage problem areas within the operation, deploying resources as required to meet service delivery targets, whilst ensuring that safety and security is not compromised, and that costs are maintained at acceptable levels
Ensure that airline customers are provided with a ‘highly visible’ point-of-contact, and that all service feedback is acknowledged and /or investigated and responded to on-shift. Delegate where appropriate. Where the incident is indicative of a reoccurring service failure, provides workable solutions to line management for longer term resolution
Through a ‘hands on’ visible approach, ensure that staff welfare and interests are understood and appropriately addressed. Provide ‘on the job’ coaching and leadership to operational teams to ensure performance improvement. Delegate tasks where appropriate to staff within the operational teams
In conjunction and coordination with Resource Allocators and Supervisors, ensure a clear understanding of the cost of shift operations. Balance operational requirements with overtime (OT) costs to ensure that OT targets and other financial KPIs are met. Provide direction for, and oversight of, all revenue generating activities on shift to ensure that records of services rendered and support accurate billing
Leads safety management on a shift basis, and ensures that a culture of safety is promoted at all times. Undertakes timely investigations of incidents, accident and near misses ensuring that all facts and contributing causes are identified and communicated to line management and the Manager, Safety & Health. Investigations must include short term & long term actions / recommendations for the reduction or elimination of the identified risks
Promotes a performance driven culture and an environment of continuous improvement. Conduct quality audits on a shift basis to ensure compliance with KPIs, SLAs, SOPs, uniform & grooming standards. Responsible for providing feedback and recommendations to staff on-the-spot, as well as updates to line management
Develop and maintain positive working relationships and open communication with internal dnata divisions, departments, and external partners, including, but not limited to; CAAS, CAG, Airport Police, Immigration, Customs, Auxiliary Police, and outsourced service providers
In a crisis situation, ensure that the Ramp & Baggage Services Department immediately activates its portion of the dnata Crisis Management Plan
Requirements
Minimum Diploma from a recognized tertiary institution
Minimum 4 years relevant industry experience with a demonstrable sound knowledge of airport operations
Preferably with 3 years of leadership role
Able to obtain Airfield Driving Permit (ADP) after attended Aircraft Rules & Regulations Course (ARRC) conducted by internal instructor and Airfield Rules Test (ART) by Changi Airport Group (CAG)