Operations and Service Excellence Lead
1 day ago
The Operations and Service Excellence Lead will be responsible for driving improvements in terminal operational performance, leading our terminal operations team to achieve excellence.
Responsibilities- Spearhead Operational Improvements: Identify and develop strategic plans to enhance terminal operational efficiency.
- Drive Innovation: Continuously seek opportunities to improve functions performed by the terminal operations team.
- Lead Strategic Projects: Deliver key projects that benefit our business, people, and stakeholders.
- Operational Planning: Plan and adapt operational implementation based on analysis and real-time environment.
- Terminal Strategy: Create a strategic plan for terminal operations, forecasting and planning scenarios, identifying risks, and opportunities.
- Process Improvement: Look for opportunities to improve processes and activities using business technologies and resources.
- Oversight and Direction: Provide oversight of implementation and direction for effective use of business technologies and resources.
- Cross-Functional Coordination: Coordinate with other departments to deliver continuous improvements in customer contact processes and service style.
- Resource Utilization: Ensure effective planning and utilization of QAS resources – manpower, equipment, and facilities.
- Safety and Security: Oversee safety and security spot checks on QAS resources and passenger terminal facilities.
- Reporting Culture: Develop a reporting culture within the team, ensuring safety and performance investigations are complete, accurate, and timely.
- Irregular Airport Operations: Report to QAS senior management on irregular airport operations, in advance when possible.
- Contract Management: Manage contracts and contractual staff requirements, reviewing Standard Operating Procedures (SOPs) regularly.
- Terminal Operations Management: Directly manage terminal operations to deliver scope of services.
- Key Performance Indicators: Establish measurable KPIs for Line Managers, Duty Managers, Duty Officers, and Supervisors.
- Team Leadership: Lead the Terminal Management Team, ensuring they are aware of their responsibilities and perform competently.
- Problem-Solving: Provide creative approaches to extraordinary problems and challenges.
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 workforces experience
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