Customer Operations Manager

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Overview

JOB SUMMARY

To act as the Swissport airline liaison to Qatar Airways providing and maintaining a high-level quality service. This involves, but is not limited to, planning and organizing the accurate and complete movement of cargo in accordance with Customer Services Agreements and service delivery expectations, engaging with on station and local airline contacts on operation requirements and performance, data messaging compliance, self-assessing and recording of Swissport and airline specific audits, performing in accordance with the current airline handling procedures. In addition, the applicant must make sure that all Health and Safety, Quality, Security and Customer Services procedures are always adhered to.

Hours: Monday to Friday 08:30- 17:00 (there is a requirement, on occasion, to work flexible hours based on the operation demand. This will be discussed and agreed in advance)

Role reports directly to the Clerical Operations Manager

Responsibilities

Health and Safety

• Management of Health & Safety procedures & requirements

Staff Management

• Managing and directing operational cargo agents handling the QR product - ensuring resource levels are adequate to support operational needs.
• Ensure up-line management are updated of any special requests, any staff / processing recommendations, and irregularities through day-to-day communication.
• Ensure absence/sickness is robustly managed in line with company procedures and acceptable levels by working with the clerical Operations Manager.
• Provide support and assistance to the Management team on site.

Security

• Management of Security procedures & requirements.

Quality

• Management of Company / Airline procedures and requirements are in place and met, in line with SLAs and KPI's
• Management of Quality procedures & requirements on a shift basis

Operations

• Effective liaison with appointed airline customer(s) and their client base, principally at STN but also where required at other stations within the network. Meeting the airline's quality requirements and production of quality measurement statistics.
• Liaison with the warehouse and external contractors to ensure a speedy and efficient service is provided to the airline(s)
• Deadlines met for all export / import flights, incl. trucks.
• Deadlines met and correct completion of import / export flight files in line with, CAA and company regulations.
• Review, investigate and response to monthly irregularity reports in consultation with local management team.
• Overseeing new airline procedures, reviewing implementation in order to feedback to local management team and airline. This includes issuance of airline operational and safety alerts under read/brief and signs.
• ULD inventory and record retention compliance.
• Training of staff for local operational requirements.
• Agreeing to work to the needs of the business, it may be required from time to time that you work additional hours, over and above your contract in order to support the demands of the operation

Skills

• Manage all aspects of health and safety, and security.
• Develop staff through coaching / training / appraisals
• With the Operations Manager, organise and manage office shift staffing levels, resource and equipment, in line with both operational needs and cost targets.
• Complete stats, report on operational failures, on hand list, etc.
• Liaise / Deal with staff on rostering issues.
• Deal with staff disciplinary procedures.
• Manage the day-to-day operation, liaising with Airlines, Agents and Customers.
• Attend and hold monthly Airline customer review meetings.
• Manage Security / Quality / Company / Airline procedures & requirements.
• Good working knowledge of cargo operations
• Excellent interpersonal and organizational skills.
• Good working knowledge of Operational Procedures.
• The ability to work on own initiative, often under pressure.
• Good Understanding of the Cargo systems such as: Cargo spot/NCTS

Measurement of Performance:

• Deadlines and cargo IQ metrics met for all export / import flights and RFS.
• Correct completion of import / export flight files in line with regulatory body (eg: CAA, HMRC etc) and company regulations
• Management of Health & Safety, Security and Quality procedures and requirements
• Management of company and airline procedures and requirements
• Training records kept current and valid

People Development

• Provide on the job development and training of team members to ensure full understanding and compliance with both company and customer policies and procedures
• Participate in team objectives
• Undertake other reasonable duties, as and when deemed necessary by senior management

Qualifications

GDPR

Swissport has strict obligations under the General Data Protection Regulation 2016/679 ("the GDPR"). Compliance is therefore a responsibility embedded in all roles. Specifically, however, you are required to actively support and assist the business with compliance, both in your daily duties and in respect of ad hoc projects and activities. You are expected to demonstrate good practice to direct reports, and actively promote a culture of compliance.

DIVERSITY & INCLUSION

Swissport and its employees have a strict duty under the Equality Act 2010, not to be discriminatory in their treatment of colleagues and customers, on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. Compliance with equality and diversity principles is therefore a responsibility embedded in all roles. Specifically, you are required to:

• comply with equality and diversity policies and treat all colleagues and customers with dignity and respect (including in virtual and digital environments).
• respond positively, inclusively, and supportively to the different needs of colleagues and customers by reason of their protected characteristics.
• report and act upon all instances of discrimination, harassment, and bullying.
• proactively support direct reports to understand their responsibility for equality and diversity, including identifying and facilitating development where required. Ensure performance is measured against key performance indicators, to mitigate the risk of discrimination.
• proactively comply with, model, promote, and embed equality and diversity principles, in daily duties, project work, and strategic planning, to promote a culture of zero tolerance, an environment in which colleagues and customers feel safe and respected, and champion the value the business affords to equality and diversity.
• ensure changes to policies and practices are screened for compliance with equality and diversity principles and embed compliance as a key performance indicator in strategic planning and project work.
• evaluate operational decisions to assess the impact on policies, procedures, and strategies with reference to equality and diversity.