Manager Ground Operations
Wataniya Airways
Total years of experience :3 years, 9 Months
Job Responsibilities
•Responsible for ensuring on time performance
•Smooth and eficient handling of aircraft, crew, passengers, baggage, cargo and equipment within specified safety and budgetary guidelines
•Ensure efective procedures to cover all activities before aircraft arrival, during turn round and after departure and monitor adherence to same
•Responsible for processing and responding to customer feedback
•Ensuring bays/barding gates/checking counters are allocated correctly for proper usage.
•Lead the team and oversee daily activities to ensure a high standard of service deliver. Review Key Performance Indicator (KPI) data and other departmental or company data and statistics on station performance to enable GS Management to take corrective actions and thus, enhance services.
•Determine performance management objectives; monitor results and work with Regional Directors as required to ensure that agreed objectives are achieved
•Establish and maintain contacts within the International Airports industry, Ground Handlers, Airport Authorities, other carriers and government ofices
•Monitor the activities of all self-handled and contracted ground handlers at International stations to ensure full compliance with standard operating procedures, safety and quality assurance processes and customer service levels
•Monitor and evaluate key indicators for operational performance improvements
•Remotely prepare stations with external agency audits with checklists in advance and strive for 'nil' findings
•Follow up and review that monthly local proficiency checks are conducted as scheduled, thus, ensuring that the station is compliant every month.
•Suggest Corrective actions as and when needed.
•Planned management and deployment of manpower resources in line with forecast requirements, with revisions as per changing operational requirements
•Manages Ground Operations/IOC operations performance for cost efective and consistent disruption recovery responses.
•Training team members and training new members on product, policies and procedures. Provide on-job training to new employees.
•Interacting with inter-departments to ensure proper level of coordination exists for smooth handling of flights.
•Monitoring outstation performance and turn around times.
•Acting as the Primary contact and liaison person for all areas of the airport operation at the station during shift
•Responsible for GH performance
•Scheduling functions- Liaise with Commercial based on the analysis trending through performance for our Summer/Winter flight schedule. Optimize the schedule to promote connectivity through International/Domestic Hubs
•Proactively coordinate Irregular operation (IRROP) events to minimize customer impact and ensure a safe operation.
•Facilitate operational recovery after IRROP events. Coordinate and lead the Airports teams for recovery to normal operations
•Responsible for Customer Experience improvements
•Deliver Safety KPI corporate targets
•Resolve customer complaints efectively liaising on a daily basis with all departments to provide resolution for complaint handling.
•Remotely prepare stations with external agency audits with checklists in advance and strive for 'nil' findings
•Submit proposals on global and local station Customer Service procedures and experiences, when direct but also based upon research initiated individually e.g. new services rendered by competitors on ground, better and efective processes in order to reinforce company values including eliminate any wastage.
•Set up and maintain consistent customer service levels and experience throughout the network based on feedback from Customer Relations in terms of complaints
•Plan short and long term station service inspections as required to meet the companies and departments objectives of service and administrative checks
•Perform other related section's duties inline to the position as directed by the managemen
•Coordinate with Group Safety and Security department on incidents, findings and investigations to ensure Safety Performance Indicators (SPI) targets are met, for example, Minor/major aircraft damage; non-manifested PAX travel and will also ensure corrective actions are put in place by ASMs wherever needed.
•Assist staf whenever required, guide the staf through complex situations and act as escalation point if required
•Generate and maintain team and individual staf KPI reports on weekly and monthly basis.
•Conduct briefing sessions for the shift
•Ensure all passenger and aircraft handling practices conform to safety and security measures
•Ensure safeguard of flight revenue documents and prompt dispatch to head ofice as per the laid-down procedure.
•Ensure all discrepancies are reported in the Flight Handling Report (FHR) and corrective action taken along with recommendation to prevent recurrence.
•Ensure that company regulations are followed with regard to lost/found/damage baggage and that the time factor in this connection is not exceeded
•Ensure company's rules and regulations are always understood and strictly adhered to
Job Responsibilities:
•Supervising Pre-setting of flight meals on trays and setting trolley
•Co-ordination with concerned air line for the meal uplift, increase meals, cancellations etc
•Cabin services, checking with the flight supervisor for all in-flight needs, handling of bond store items.
•Develop and deliver catering and concession facility training
•Develop standard operating procedures to meet the changing work environment
•Schedule and maintain records of equipment maintenance within the facility
•Identify areas where cost eficiencies can be recognized