Operations Executive (Arrival Services)
Summary
The Duty Manager identifies areas for service improvement through analysing customer data and reviewing policies and processes. He/she benchmarks customer satisfaction levels against industry norms and proposes mitigating actions to address gaps. He/she also improves service levels and develops plans to resolve safety and/or security breaches. He/she is also accountable for manpower deployment and developing on-the-job training programmes and workplace learning plans to improve the capabilities of teams.
The Duty Manager has an in-depth understanding of passenger needs and customer service standards of the organisation. He/she also works in a multicultural environment and engages with people at all levels. He/she is able to multi-task and manage resources to resolve issues within a tight time frame. Moreover, he/she possesses excellent communication, interpersonal and decision-making skills to oversee staff matters.
Duties and Responsibilities
1. Provide quality customer services
- Manage long-term manpower requirements and act as the liaison with resource planers for the delivery of passenger services
- Manage internal studies to gauge customer satisfaction levels
- Review new international policies which impact the delivery of customer services
- Benchmark customer satisfaction levels against industry norms
- Review new processes to propose corrective measures for service delivery
- Propose service improvements by analysing self-service systems and equipment performance
2. Uphold safety and/or security standards
- Enforce a strong safety and/or security culture in the workplace
- Address internal or external audit issues
- Recommend action plans to prevent future safety and/or security breaches
3. Influence organisational development
- Develop on-the-job training programmes
- Develop workplace learning plans
- Engage with direct reports and plot career pathway
- Advise supervisors and/or team leads in the execution of new policies
4. Drive business development operations
- Engage customers and/or other stakeholders to understand their needs and expectations
- Recommend modifications to products and services
5. Build business network
- Grow relationships with customers and/or other stakeholders by building credibility and trust
- Partake in networking events to increase the organisation’s reach and source for potential partnerships
Requirements
- Minimum GCE 3 “O” levels and abov
- Minimum 4 years’ relevant industry experience, with a demonstrable sound knowledge of airport operations and customer service with an airline, airport or ground handling company
- Minimum 2 years in a management or leadership role