Customer Services Manager

About the role
- Manage the assigned QAS passenger services sections includes but not limited to (Check In, Boarding/VIP/QROC/PDA/INAD/ PRM/ Porterage /lost & found / Baggage ) operations and oversee the operational and administrative requirements in order to deliver high standard of service to QAS Customers consistently.
- Seek and capitalize on opportunities for ensuring efficiency and effectiveness in deploying of QAS resources - manpower to meet the requirement for handling all QAS customers’ flights.
- To manage customer airline relationships and ensure service level agreements are met as per contractual obligations

Operational
- Assist the Manager Terminal Operations and the management in budgeting for and procurement of QAS resources - manpower, in order to ensure the department has the most appropriate capability to deliver the handling requirement of QAS customer airlines.
- Effectively and efficiently plan and organize assigned QAS resources - manpower in order to meet, maintain and deliver the targets in the Service Level Agreement between QAS and QAS customer airlines.
- Liaise with other QAS/QR departments, airport agencies and authorities in ensuring safe and on time performance of all QAS Customers and operations.
- Research on the root causes of incidents, accidents and service lapses, develop, select and implement the solutions to overcome the root causes of the incidents, accidents and/or service lapses.
- Instill appropriate disciplinary or corrective actions in department staff and/or procedures after the conclusion of an investigation, in the presence of a QAS Human Resources representative (if required) pertaining to an incident, accident and/or service lapse.
- Monitor and maintain grooming standards across Passenger Services section, with focus on Check-In, Boarding/ PRM/ Porterge / Lost & Found / INAD/ VIP and contractual assignments.
- Review Standard Operating Procedures (SOPs) on a regular basis and adopt necessary changes for smooth operations in the passenger services operations.
- Responsible for the design, implementation and development of contract performance management system and for driving the project to completion (implementation, activities tracking through regular meetings and reports, evaluation, improvements).
- Strive to achieve annual targeted revenue budget and maintain expenses within budget limits.
- Respond and coordinate QAS resources, in conjunction with Manager Terminal Operations/ Head of Passenger Services, to support activities relating to an airline/airport emergency situation.
- Maintain and record KPIs’ of the department / areas / sections assigned, to present development and improvement plan to Head of the Department.
- Perform other department duties related to his/her position as directed by the Head of the Department.

Management & Leadership
- Establish the department or teams objectives and priorities to align with and support business objectives.
- Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed.
- Oversee and supervise employees. Direct daily activities, recruit, train, develop and discipline to ensure high standard of service delivery.
- Train and develop other employees, to ensure succession planning is in place.
- To be committed and contribute to the National talent development, by coaching the national developees, preparing them for a career with boundless potential. Leading to the program’s continued growth and success.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible

Qualifications

About you
- Bachelor’s Degree or Equivalent with Minimum 6 years of job-related experience
- Experience in Airlines or Ground Handling Agency with direct involvement in passengers’ services and operations.
- Preferred - experience in leading large operations directly or indirectly with several hundred people on a shift in various roles.
- Experience in interacting with and working for an airline contract relations area.
- Excellent oral and written communication skills at all levels in the organisation
- Financial management skills and ability to prepare and deliver annual budgets.
- Demonstrated skill in analysing, planning, and adjusting work operations to meet program requirements and objectives within available resources.
- Ability to represent the department and interact with senior leadership on a routine basis.
- Managerial s