Customer Experience Shift Manager

6 months ago

Doha, Qatar Qatar Airways Full time

About the Role

To efficiently manage and direct Customer Experience operations and ground handling activities while on duty with oversight of: Passenger Services, Special Handling, Porterage, Lost and Found, Trolley Management and any other service as directed by QAS Management. Support, monitor and control ground handling service delivery to maintain high operational standards in line with Company polices, respective Customer Airline Standard Ground Handling Agreement and Service Level Agreements (SLA).

**Responsibilities**:

- Accountable for the management and supervision of Customer Experience Operations on a shift basis with the support of direct reports in charge of controlling and supervising operational zones.
- Lead by example while maintaining health and safety standards and excellent working practices in line with Company polices. Execution of people engagement plans to maintain just culture principles and control of a diverse business operation.
- Engage and monitor the operational assessment through regular observations by team while identifying any potential non-compliance and implement preventative and/or process improvement action plans.
- Responsible for the investigation and reporting of any critical accidents, incidents, operational constraints during the shift, supporting Managers within Customer Experience operations, in the resolution of service deficiencies in a timely manner.
- Ensure that Company’s and individual carrier’s (OAL) standards are followed and maintained at agreed service level of quality and compliance in the operations.
- Monitor, control and utilize resource plans (Workforce and equipment) in alignment with agreed service standards for QAS & customer airlines.
- Build and maintain strong working relationships with internal and external stakeholders for process efficiencies.
- Monitor and support the role out of new approved technologies from the business to improve the ground handling processes and associated activities.
- Review Standard Operating Procedures (SOPs), provide feedback and report any discrepancies within the operational areas. Monitor and work towards execution of established Key Performance Indicators (KPIs) while on duty.
- Participate in management and/or operational meetings to ensure that issues of operations, safety and security are promptly addressed, resolved and amendments made to internal service level agreements.
- Conduct pre-shift meetings to discuss shift activities, expectations and direct reallocation of staff if needed to enhance resources and timing.
- Ensure highest level of communication and interactions are maintained with all Customer Experience staff to understand the expectations and parameters of delegated responsibilities including, but not limited to, decision making, required actions, constraints and deadlines.
- Oversight of Customer Experience operational activities and respond effectively to situation in real time environment which could cause service deficiency and negative impact on company brand and reputation.
- Execute Business Continuity Plans with minimum operational interruption for critical operational situations and follow escalation process as defined.
- Execute and monitor plans as directed by QAS Management in order to achieve the safe handling of critical services and special events or state visits at HIA and DIA
- Creation and submission of shift reports detailing management information covering the following areas but not limited to safety and security, operations, resource allocation, people management, incidents, accidents, staff injuries, locally and from outstations.
- Perform other department duties related to his/her position as directed by the Head of the Department.

Qualifications

About you

Essential
- Bachelor’s Degree or Equivalent
- Minimum 6 years of job-related experience
- Work experience in airline or ground handling operations
- Experience of leading, Managing, inspiring and engaging a large multi-cultural workforce.
- Must possess a strong, decisive and collaborative leadership style.
- Demonstrate the highest standard of integrity, equality and respect.
- Ability to effectively communicate with clear, concise and consistent messages.
- Fluent in spoken and written English.

Preferred
- Medium sized Station Manager for a ground handling company or airline.

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and

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