Operations and Service Excellence Lead

1 day ago


Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time
About the Role

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


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