JOB INFORMATION
Industry Airline - Aviation
Work Experience 7+ years
City Abuja
State/Province Abuja Capital Territory
Zip/Postal Code +234
OUR CLIENT
Our client in the aviation sector seeks to employ a duty manager.
PURPOSE OF ROLE
1. The duty manager manages day to day airport operations, adapting to changes to deliver customer service standards whilst ensuring compliance with the company's safety, security and internal control requirements.
2. Negotiate progressive improvement in customer facing processes through strategic and day to day liaison with suppliers.
3. Jointly with the APM own and manage suppliers, airport authority, government agencies and other major stakeholders. Represent the company on AOC and other relevant Airport Committees.
4. Act as the Senior Reporting Official on station. Deliver Emergency Planning and Business Continuity requirements, and monitor local Service Level Agreements
5. Note: the role has been designed specifically to move Customer Service further down the path on change and technology, hence the need to continually review current approaches and standards in Ground Handling.
6. The candidate must have the right to work and live in Nigeria.
Job Dimensions/Measures
1) Stations covered: ABV
2) Flight schedule: 7 flights per week
3) Indirect reports: Shift team comprising GHA staff
4) Interface with: Suppliers, Airport Authorities, Engineering, Commercial, AOC
Principal Accountabilities
1) Manage the performance and the services of the Ground Handling Agent (GHA) daily as per corporate guidelines
2) Manage delivery of a safe & secure operation, excellent Customer Service, Disruption handling and Ground Service Recovery in accordance with corporate procedures
3) Ensure excess baggage, AUP and other revenue streams are collected following compliance targets and drive revenue
4) To be responsible for Local Procedures Manual, Emergency Procedures/Business Continuity Plans and exercises with adherence to corporate standards
5) Ensure that all airport activities are undertaken and compliant with the company's corporate safety, local security standards, EASA (European Aviation Safety Agency) and adhere to Local Procedures Manual
6) Responsible for all station audit programmes
7) Communicate with the Immigration Liaison Officer to ensure that GHA customer service team adhere to the latest immigration rules and guidelines
8) Monitor the Service Level Agreement and performance of all suppliers daily with regular supplier meetings outlining performance and new and changing corporate policies
9) Establish efficient communication with line manager, head office and key interface departments and local network
10) Ensure close cooperation is maintained with Sales, Contact Centres, Marketing and Finance
11) To be visible with Customer Service Staff
12) Managerial responsibility including flexibility to work shifts and availability outside of these hours, when required
13) Travel on duty to other locations to support the business if required
14) Deputise for the APM and acts as station reporting official
15) Identify shortfalls and take immediate actions to rectify. Ensure safe and secure operation
16) Coach, motivate and ensure appropriate training is delivered in order to obtain World Class Service and deliver the company's Service Hallmarks and company values
17) Monitor and control local budget/expenditure and support APM in seeking opportunities to reduce cost and to implement efficient processes following ‘Lean’ principles
18) Maintain awareness of the local security developments, informing and producing security situation reports as outlined
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1. Excellent decision making and problem-solving skills
2. Self-motivation. A team player with the ability to motivate a team
3. Able to work under pressure and with to deadlines
4. Desire for learning and development
5. Passion for Customer Service
6. Strong decision-making and analytical skill
7. Self-motivation and strong influencing and negotiation skills
8. Strong organisational ability
9. Cultural awareness
10. Positive and proactive approach
11. Flexible
Essential Qualifications (academic/vocational)
1. Educated to “A “level or equivalent.
2. People management in multicultural environment.
3. TRC qualifications
Experience (on the job)
1. Previous airport operational experience
2. Good working knowledge of systems such as FICO, FLY, CompCard, WT, DUT, ATU and basic reservations skills. Also, Word, Excel and PowerPoint presentations
3. Sound knowledge of CLC Hub/Spoke Procedure
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