Ramp and Baggage Services Manager

 

Summary

As the heartbeat of any airport, the terminal serves as the primary point of interaction for travellers and a central hub for various airport activities. The role of a RBS Manager is pivotal in maintaining the integrity and functionality of the below-wing activities, directly impacting the overall passenger experience and the airport’s reputation. The RBS Manager orchestrates the numerous facets of ramp operations, all of which contribute to a safe, secure, and enjoyable experience for passengers. It requires a combination of leadership, operational acumen, and a commitment to safety and customer satisfaction.

This role involves a broader strategic responsibility, ensuring the efficient operation of Ramp and Baggage Services across multiple terminals, with a focus on enhancing passenger experience, operational efficiency, and stakeholder engagement. The RBS Manager will provide operational leadership, execute strategic initiatives, and work closely with external and internal partners to ensure compliance with regulations and service standards.

Duties and Responsibilities

  • Responsible for the day-to-day operations of the duty managers and shift team ensuring high standards of service delivery and operational excellence.
  • Manage the full spectrum of Ramp & Baggage Services operations in your assigned terminal(s), including but not limited to check-in, departure and arrival handling,
  • Serve as the point of escalation for the Duty Managers and teams. (must be contactable via the company-issued mobile phone 24×7)
  • Serve as airline accounts escalation as well as engaging airline representatives regularly and ensure that issues raised are addressed promptly
  • Co-ordinate and attend regular/ad-hoc meetings of airlines take meeting minutes and ensure prompt follow-up of all action items
  • Work with CAAS and CAG where necessary pertaining to operational and safety issues involving the airlines in your assigned terminal(s)
  • Serve as the point of contact for Ramp & Baggage Services for all airline audits of assigned airlines, and be responsible for audit preparation and readiness
  • Be responsible for the coordination and facilitation of airline system trials, terminal moves, system cutovers for airlines)
  • Monitor the daily shift reports (including on weekends) sent by the Duty Terminal Managers under your charge and take ownership to resolve follow-up items
  • Ensure that Duty Terminal Managers report all relevant incidents in dHub where necessary and keep Head of Ramp & Baggage Services informed
  • Work with Resource Planning and Human Resources to ensure sufficient staffing levels to deliver on Service Level Agreements (SLAs)
  • Be responsible for planning and ensuring that all staff are current in all mandatory certifications required to perform their jobs.
  • Be responsible for the development, appraisal and discipline of the teams within your designated terminal(s)
  • Provide leadership during crises, managing escalations and ensuring swift resolution of incidents.
  • Work closely with the finance team to monitor budget allocation, staffing, and resource utilization to achieve operational efficiencies.
  • Execute process improvements and innovative solutions to enhance Ramp & Baggage Services operations.
  • Act as deputy to the Head of Ramp & Baggage Services when required, contributing to strategic planning and decision-making processes.
  • Any other duties assigned by the Head of Ramp & Baggage Services

Requirements

  • Possess a degree or higher from a recognised institution, or demonstrable experience in lieu of a degree
  • At least 7 years of experience managing operations at an airport, airline or ground handling company
  • Willing to hold the company-issued mobile phone and respond to escalations on a 24×7 basis
  • Willing to monitor the shift reports from Duty Managers 7 days a week
  • Well-versed in the full spectrum of ramp operations
  • Able to lead and motivate large teams to deliver operational excellence
  • Must be comfortable working in a high-stress operational environment and be able to make sound decisions in crises