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Customer Experience Operations Manager
2 months ago
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.
Key Responsibilities- Operational Management: 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.
- Health and Safety: Responsible for the health and safety of employees, promoting a safe working environment by identifying unsafe practices and applying just culture principles.
- Leadership: Lead by example while maintaining health and safety standards and excellent working practices in line with Company policies.
- Operational Assessment: 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.
- Incident Reporting: 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.
- Quality and Compliance: 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.
- Resource Management: Monitor, control and utilize resource plans (Workforce and equipment) in alignment with agreed service standards for QAS & customer airlines.
- Stakeholder Management: Build and maintain strong working relationships with internal and external stakeholders for process efficiencies.
- Technology Implementation: Monitor and support the rollout of new approved technologies from the business to improve the ground handling processes and associated activities.
- Process Improvement: 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.
- Communication: 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.
- Crisis Management: Oversight of Customer Experience operational activities and respond effectively to situations in real-time environments which could cause service deficiency and negative impact on company brand and reputation.
- Business Continuity: Execute Business Continuity Plans with minimum operational interruption for critical operational situations and follow escalation process as defined.
