Airport Services Performance Manager

Job Purpose: Drive and inspire team members and a large, remote and multi-
cultural workforce to ensure the team are driven to deliver the highest
hospitality standards. Manage staff through clear direction,
feedback,motivation and development. This includes regular communication
whilst ensuring fair and consistent management of performance issues in line
with the corporate policy and EKAS standards - Lead and manage the team to
ensure they are developed and have the appropriate skill set and knowledge to
apply policies and practices. Guide and develop team with the necessary people
management and soft skills, through one to one meetings, coaching and
performance reviews. - Establish and maintain an effective staff performance,
based on the feedback and evidence on their performance. Use regular
communication to encourage and develop performance. Motivate and coach the
staff to improve reliability and capability in order to meet the required
standards. - Provide direction to the team by setting priorities and ensuring
appropriate performance measures (MyBc goals and KPIs) are set and clearly
communicated. - Direct team members to liaise with related departments e.g.
HR, Employee Assistance Programme, Local Affairs, on appropriate management of
critical cases such as (death in service, serious incidents on duty etc...). -
Manage disciplinary/capability cases and identify any root, trends, or common
cause. Make recommendations, take corrective actions and implement pro-active
communication or policy review to ensure preventative action. Collaborate with
the team members to understand sickness trends and identify corrective action.
- Manage individual customer complaints relating to staff performance and
ensure thorough investigation.Administer disciplinary procedures where
necessary for staff performance shortfalls/behavioural concerns,in line with
policy and procedure. - Investigate cases and ensure thorough reports produced
and appropriate action taken to promote high standards of service, conduct and
professionalism. - Identify staff development needs; design and deliver
regular workshops which highlight opportunities for improved service and
support the development requirements for career progression. Support
appropriate departments such as: Training and Product Development on the
enhancement and design of training and development standards and delivery of
the same. - Champion projects to address and ensure continuous improvements of
our processes and procedures with the objective of improving staff
performance, experience and retention. - Invest in the reward, recognition and
development of all staff to ensure that they meet the minimum skill bases and
are ready to progress to the next level.
Qualifications & Experience: - Degree or Honours (‎12+‎3 or equivalent)
Experience : - Airport Operations.Other ‎8+ Years Knowledge/Skills: -
Experience in Airport Operations/Hospitality - Experience with at least ‎5
years of managerial level - preferably in airport and/or customer service
industry. - Well-developed interpersonal and communication skills including
extensive experience in liaison, project management and analytics. -
Experience of delivering results and engagement programs through large work
groups