Job title:
Terminal Services Support Manager
Company
Sky Handling Partner
Job description
Role: This dynamic leadership role is responsible for fostering strategic partnerships with customer airlines, airport authorities, and other key stakeholders to drive exceptional passenger experiences and operational excellence. The successful candidate will champion a customer-centric approach while overseeing operational efficiency, staff development, and project management. This role is a support to the Terminal Services ManagerReporting to: Terminal Services Manager, T1
Contract Type: Full Time, Permanent RoleRole:
- Oversee and manage airline passenger operations, ensuring adherence to Service Level
- Agreements (SLAs).
- Collaborate with Compliance and Safety teams to conduct audits, assess findings, and Monitor the implementation of corrective action plans.
- Monitor and analyse performance statistics related to SLAs and disseminate reports accordingly.
- Address customer queries and issues promptly, including the timely submission of Service Occurrence Reports (SORs) when necessary.
- Work closely with OPAS and Department Managers to identify and implement solutions to operational challenges.
- Work closely with OPAS and Service Delivery team to ensure adequate rostering and planning for operational shifts.
- Support and mentor new recruits on airline processes and procedures.
- Lead, coach, and mentor the Service Delivery Management and Officer team, fostering a culture of high performance and continuous improvement.
- Refer any matters of concern to HR to work on a performance improvement plan.
- Develop and implement training programs and succession plans to enhance the team’s skills and capabilities.
- Drive the creation and implementation of robust operating initiatives to improve efficiency, service quality, and customer satisfaction.
- Encourage innovation and proactive problem-solving within the team.
- Ensure staff members possess the required training and certifications for their specific roles and liaise with OPAS and Training Department on skills gaps and training requirements.
- Collaborate on projects related to the passenger services elements of new airlines, business ventures, and route start-ups.
- Build and maintain strong relationships with SHP airline customers.
- Provide customers with comprehensive reports and corrective action plans regarding delays (SORs) and incidents.
- Communicate effectively with all stakeholders.
- Ensure adherence to company, airport, regulatory, and customer airline safety procedures.
- Conduct safety and security audits and assessments and follow up on any non conformances.
- Ensure staff members have a thorough understanding of customer requirements, procedures, and contractual services.
- Monitor and manage staff performance, addressing any issues related to punctuality, attendance, accidents, incidents, conduct, or capability.
- Adhere to health and safety procedures, including reporting accidents/incidents, documenting them in the Safety Management System, and arranging medical assistance when necessary.
- Other duties as may be assigned from time to time.
Requirements
- You must have a minimum of 5 years Customer Service Supervisory level experience
- You must truly believe and have demonstrated examples of Service Excellence
- Proven leadership skills with strong decision-making ability
- 3rd Level Qualification in Management Leadership desirable
- Excellent Attention to Detail and Organisational Skills.
- Ability to work well under pressure.
- Computer Literacy
- Highly safety and security Conscious
BenefitsSalary: DOE
Expected salary
Location
Dublin Airport
Job date
Wed, 09 Apr 2025 22:04:49 GMT
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