Duties and Responsibilities

• Continuous monitoring of operations and ensures safety and security of all crews and passengers
• Manage and oversee customer service agents to achieve operational excellence and provide good passenger experience.
• Supports and mobilizes the Network Control Center and ground operations teams to ensure effective handling of emergencies and accidents, irregular operations, flight disruptions, and other airport contingencies.
• Facilitates exercises, and reviews in developing contingency plans and manual procedures to ensure compliance to regulatory bodies and the company policy.
• Proactively manage flight disruptions and irregularities and activate crisis management, if necessary.
• Ensure that all passengers are cared for and informed through disruption management and service delivery tools.
• Develop relationships with both internal and external airport stakeholders, which includes but not limited to: authorities, suppliers, service providers, and others
• Ensure proper management of flight disruptions is attained as well as positive guest recovery as per the company policies and standards.
• Increase customer satisfaction through proper communications by providing an appropriate level of transparency and accountability throughout the disruption management process

Qualifications

• Must be a college graduate of any four-year course
• Must have had at least three (3) years of customer handling experience or airport front line operational experience
• Must have at least two (2) years of experience in a supervisory / managerial capacity
• Preferably with experience and background in all facets of airport operations and systems
• Must be willing to work in a onsite arrangement and be based in Pasay