AVP Ground Operations

We are looking for a AVP-Ground Operations based out of Kuwait who would be
assisting Vice President-Ground Operations in ensuring that all ground
handling, Passenger handling and cargo handling activities are carried out
safely, securely, on-time and to the required Company's standards and the
Kuwait DGCA approved standards as prescribed in the Quality Manual and related
Departmental Manuals/Procedures. He/she shall also have the responsibility and
authority to make decisions that affect safety and security of ground handling
and cargo operations. He/ she will be fully accountable for all Jazeera
Airways' Airport activities as well as Civil Aviation relationships.
Responsibilities and Duties:
A) Customer Service and Operations
* Include a customer focus in all areas of the airport operations to ensure seamless service for the customers
* Monitor and supervise all GHA's activities before, during and after each flight and ensure that they meet SLA targets
* Ensure awareness of corporate service standards within own team and GHA teams
* Ensure that flights maintain OTP
* Communicate station performance (OTP/ Baggage handling/ Customer Complaints/ Cargo handling etc) to own team, GHA and other airport authorities
* Ensure that service recovery is a priority, and the recovery offered is always appropriate as per Company Policy
* Monitor handling of import and export cargo
* Ensure immigration requirements are being met at all the stations and the changes in immigration rules are being implemented from time to time.
B) Safety and Security
* Regularly discuss safety and security with the team, GHAs and airport authorities
* Demonstrate a good working knowledge of Load Control
* Regularly coach team and GHAs regarding safety and security on the ramp
* Have a clear understanding of operational safety and security
* Ensure passenger documents and baggage reconciliations for all flights
C) Managing and Developing Customers and Third Parties
* Work closely with GHA to identify loyal customers
* Develop and maintain effective relationships with GHA, Airport authorities, Civil Aviation and other third party suppliers
* Meet and interact with staff of GHA, airport authorities and other service providers
D) Business Management
* Maintain or reduce cost budgets of GHA charges, landing charges and headcounts
* Achieve or exceed customer service standards and targets to improve Net promoter Score of the Airline
* Contribute to the expenditure budgeting process, and evaluate costs and make savings. Maintain close working relationship with Finance Department
* Ensure cost awareness within GHA and other suppliers' teams
* Have a motivational impact on fellow team members
* Ensure revenue protection considered during flight disruptions
* Maintain the company's brand image and ensure uniform grooming standards across the stations

Requirements and Qualifications:
* Diploma in Business Administration, Industrial Engineering
* Minimum ‎7 years of experience in a similar senior role in an Airline or GHA
* GCC Nationals preferred
* General knowledge of Aircraft, Baggage, Cargo & Passengers handling practices & procedures in accordance with IATA rules & standards Familiar with IATA Airport Services Committee in relation to procedures & standard for ground handling and cargo handling activities including policies for weight & balance, load control, cargo, baggage handling, aircraft handling methods, airside safety & safe operating practices
* Good knowledge of the Airside and Land Side operation
* Excellent understanding of customer services, customer care and customer needs
* Excellent Communication Skills, Negotiation Skills and Interpersonal
* Good Arabic and English (Writing and Speaking)
* Well versed with MS Office Suite
* Trainings in AVSEC, DGR, SMS, Load & Trim will be an added advantage
* Knowledge of regulatory requirements, IATA best practices and Ground Operations manual and documentation will be an added advantage
* Knowledge of Auditing and auditing techniques will be an added advantage