Manager Customer Experience

6 months ago

Doha, Qatar Qatar Airways Full time

**About the Role**

Manage all terminal operations at HIA, which includes though not limited to, check in & Boarding, Arrival Baggage handling, VIP operations, Trolley Services, Porterage services, PRM / Special Handling, Buggy operation, and areas associated with the planning, operation and delivery of these key areas to provide services as per agreed service levels to all customer airlines and stake holders. To continuously seek productivity improvements, and capitalize on additional revenue generation opportunities, by innovating optional services for airline operators, in order to enhance the profitability of the organization and to keep ahead of the competition.

**Responsibilities**
- s a member of the senior management team provides significant contribution in the identification and development of strategic plans to improve terminal operational performance.
- Continuously drives improvements of functions performed by terminal operations team includes not limited to check in & Boarding, Arrival Baggage handling, VIP operations, Trolley Services, Porterage services, PRM / Special Handling, Buggy operation, to position QAS as an innovative, best practice ground handling agent.
- Delivers key strategic projects link that will benefit our business, our people and our stakeholders.
- Plans and adapts the operational implementation in terminal operations based on the analysis and real time environment.
- Creates a strategic plan for terminal that can effectively forecast and plan to provide scenarios, identify risks, opportunities for the operation.
- Plan, direct and control all aspects of Check in & Boarding, Arrival Baggage handling, VIP operations, Trolley Services, Porterage services, PRM / Special Handling, Buggy daily operations and outputs.
- Looks for opportunities to improve processes and activities by using/leveraging business technologies and other resources to improve productivity in order to meet the requirement for handling all QAS customer airlines flights.
- Provides oversight of implementation and direction for effective use of business technologies and other resources.
- To coordinate with other QAS/QR departments as well as coordinates with customer facing departments (General Aviation), Baggage and Transport, Trolley Management, Lounge, Porters/PAM, Check-in, Boarding, Transfer Desk, Arrivals) to deliver continuous improvements in customer contact processes and service style in order to eliminate/reduce negative customer feedback, contribute to revenue growth, cost effectiveness and profitability.
- Ensure effective planning and utilization of QAS resources - manpower, equipment and facilities within QAS handled operations sections to fulfil the handling requirement of the Terminal operations portfolio.
- Oversees safety and security spot check on QAS resources - manpower, equipment and facilities as well as passenger terminal facilities, which are utilized by QAS for daily operations.
- Develops a reporting culture within the team of Managers, Supervisor and ensuring safety and performance investigations are complete, accurate and done in a timely manner
- Report to QAS senior management on irregular airport operations, in advance when possible and as soon as the situation arises.
- Manage the contracts and contractual staff requirements and review Standard Operating Procedures (SOPs) on a regular basis and adopt necessary changes for smooth operations in the passenger terminal.
- Directly manage through reviewing, approving, monitoring and improving the terminal Operations to deliver scope of services.
- Create and sustain single point of contact relationship for customs, other Airlines and governmental agencies if requires.
- Establish measurable Key Performance Indicators (KPls) for Line Managers, Duty Managers, Duty Officers and Supervisors in accordance to guidelines and standard of company's operational and financial objectives.
- To lead the Terminal Management Team including Trolley, Customer Care and porterage services ensure that they are completely aware of their responsibilities while on shift and perform competently.
- Provides creative approaches to extraordinary problems and challenges, including flight delays, cancellations, IT system failures, power failures, weather conditions in order to maintain excellence in all operational areas.
- 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 8 years of job-related experience
- Experience in an Airport managerial position

Preferred
- Experience in Customer Services position/ Terminal Operations.
- Managing Budgets experience
- Managing project implementation experience
- Managing large workforce experience

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

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