Accountabilities

• Oversee all passenger and aircraft handling operations on a shift basis, ensuring adherence to all arrival/departure checklists, brand requirements, company policy/procedures and regulatory requirements
• Responsible for the effective management of safety and security outcomes on a shift basis through hazard identification, safety and compliance monitoring and reporting
• Ensure all flight editing and special guest requirements are met, including but not limited to assessment, planning and coordination of VIP/MAAS, PRM and special category guests
• Effectively liaise with Guest Control, Network Control and SOC to manage operational disruption recovery and reduce impact to guest service and operational integrity
• Deliver, maintain and rehearse station emergency response plan, disruption planning, diversion/delay handling and business continuity plans
• Responsible for on time performance on a shift basis including coordination, mitigation, accurate reporting and follow-up of delays
• Airport ancillary sales promotion, coordination, process compliance monitoring and adherence to associated targets
• Responsible for promotion, delivery, monitoring and reporting on customer service-related standards, including performance against associated KPIs
• Ensuring adherence to local authority requirements, including but not limited to arrival/departure documentation and reporting.
• Make day-to-day operational decisions to manage and mitigate operational safety and security-related risks on a shift basis at station level, through effective evaluation and decision-making based on conditions, hazards and threats
• Identification and reporting of safety and security-related occurrences and hazards in accordance with company procedures and local regulations

Education & Experience

• Degree level education desirable (A-level or baccalaureate equivalent) or relevant industry experience, with a demonstrable knowledge of frontline service delivery and communication skills. Previous exposure to highly pressured and multicultural environment in a supervisory role within a shift environment required
• Minimum 5-7 years' experience within service, hospitality, airline or retail industry, with a relevant knowledge of aviation, travel industry and/or airport policies.
• Role requires mature personality with outstanding communication skills, supervisory skills and passion to deliver service.
• Role must balance guest-centric focus and corporate interest while maintaining highest safety and security standards and coordinating teams and service providers on shift