Key Responsibilities: 

• Supervise day-to-day operations for pax flights, ensuring smooth workflows and issue resolution.
• Handle flight disruptions by ensuring prompt and accurate actions to minimize pax dissatisfaction.
• Represent commercial and customer interests during flight disruptions, ensuring that operational decisions minimize pax dissatisfaction while the Commercial Operations team communicates swiftly and clearly with pax as per SOPs. 
• Maintain accuracy in flight management systems, including schedule changes, cancellations, queue management, issuing vouchers and pax manifests. 
• Ensure the timely and accurate delivery of passenger notifications (SMS, Email, ITINER, etc.) during disruptions. 
• Guarantee that INAD, FIM (to F3) and DNB pax are handled efficiently and as per the defined procedures, company policies and GACA regulations. 
• Review and update all pax communication ensuring clarity, consistency, and compliance with company standards. 
• Review and update all SOPs to ensure they are up to date, clearly understood by staff, and designed to help pax experience a smooth, disruption-free journey. 
• Develop and enhance mitigation tools and the disruption management portal. 
• Identify gaps or inefficiencies in disruption handling and recommend practical improvements. 
• Review monthly reports related to voucher usage, FIM handling, and re-accommodation accuracy. 
• Support in handling GACA cases and address concerns promptly. 
• Provide regular updates and insights into management on team performance, flight disruptions and operational challenges. 
• Monitor social media channels to identify and escalate issues early.

Requirements

• Bachelor’s Degree in any related field. Minimum +3 years’ experience in airline commercial or operations.
• Navitaire apps and understanding of CX platforms & disruption technologies and latest industry trends.
• Understanding of airline / airport operations or experience in customer disruption handling.
• Good presentation skills.
• Analytical and reporting skills.
• Strong leadership skills.
• Customer first attitude.
• Planning/organising.
• Stress tolerance.
• Process improvement orientation