Customer Service Support Manager, dnata

Job Purpose: The selected person will be responsible for developing and
managing the support functions for dnata Airline Services relating to
improvement of airline service standards, projects, coordinate & implement
initiatives for department alongside Business Support, new services in line
with stakeholder's expectations, process improvements, health & safety,
training, data, systems and quality and reduce operating costs of the
department through better utilization of manpower. Job Outline: Plan - Support
the VPs and wider Management Team in concerned area ( customer services,
airside Ops, Ops Services or Ops Delivery) to implement the departments
objectives and plans - Work on the yearly plans for the concerned department
resources and budgetary requirements - Track and monitor stakeholder?s
satisfaction and standards and collaborate with operational managers to
develop continual service improvement plans - Collaborate with dnAO commercial
teams to plan for new airline operations and changes to existing customer
handling - Work with dnAO Business Support functions to align plans on
manpower needs, outsource requirements, projects, technology, data,
facilities, training and administrative support functions - Work with
equivalent Support Management departments in Airline Services to prioritise
and coordinate standard initiatives under direction of SVP-AS and their VP
team - Ensure that the service standards and continuous improvement programs
are implemented efficiently Deploy - Ensures the Subject Matter Experts of the
department are deployed as operationally required and support the development
of a culture where all the people working in Airline Services departments
possess the skills, knowledge and confidence to work safely, feel respected
and are engaged to achieve the highest performance Lead - Lead discussions to
establish ways of driving individual performance measures that contribute to
productivity, engagement and service improvements - Ensure all staff are
provided with the required training, coaching and learnings to enable them
implement and conduct their jobs in an efficient manner and to continue
develop their skills and career moves - Present and communicate regularly with
the VP and management team on the performance and operational statistics
relating to manpower utilisation and cost reductions - Supervises the day-to-
day operations of the department to ensure that work processes are implemented
- Ensures that staff on shift are suitably qualified and experienced to
perform assigned activities Execute - Work on the delivery wider department
projects as per the delivery timelines as per the medium term plan - Represent
department interests in major working groups and projects across dnAO and
airport community as directed - Ensure timely completion of monthly planning
activities (Training Course Plan, outsource, training etc) to support
effective performance of the operation - Support change processes in areas,
including but not limited to, increase in productivity or improvement in
efficiencies using advance technology, new systems or break through industry
innovations, where applicable - Ensures implementation of departmental
policies, procedures and controls in order to fulfil procedural/legislative
requirements - Partner with business area managers and key stakeholders to
drive efficiencies that lead to increased customer satisfaction and/or reduced
cost using LEAN principles - Track and monitor department performance against
strategic goals and present information to business managers that helps drive
performance
Qualifications & Experience: - Experience in Airport Operations - Degree:
Bachelors degree or Diploma in business administration/aviation/ground
handling/customer service - Bachelor Degree: ‎8-‎10 years of experience in
aviation/ground handling/customer service OR Diploma: ‎10-‎12 years of
experience in aviation / ground handling / customer service Knowledge/skills:
- Advanced understanding of airlines' customer service product (specific
airport related requirements) and Industry regulations for the assigned work
area - Advanced understanding of the aviation terminology - Advanced Customer
Management Skills - Advanced Planning and Organizing Skills - Advanced Quality
Orientation Skills - Advanced Communication Skills - Advanced Writing Skills -
Advanced Safety Awareness Skills - Proficient Leadership Skills - Proficient
Budget and Cost Control Knowledge - Proficient IT and Computer Literacy Skills
Salary & Benefits: Join us in a management role and enjoy an attractive tax-
free salary. On top of our generous travel benefits, including discounted
flights and hotel stays around the world, this managerial role also has an
excellent leave and healthcare package. That's on top of transport benefits,
life insurance and more.