Customer Services Manager

Job Purpose

To manage, monitor and review Fly Jinnah daily activities in the respective station ensuring safety, security, on time performance, efficiency, and smooth workflow in line with Company’s policies and regulatory requirements. Also, to establish effective business relations with civil aviation and governmental authorities as well as GHAs and GSAs to facilitate daily operations and achieve best results with least costs.

Key Result Responsibilities

Acts as the focal point in the respective station for all matters related to Operational and Security functions; ensures timely facilitation and smooth operation of daily activities as per Fly Jinnah policies and procedures laid down in the stations’ operation manual. Ensures current editions / revisions of policies, procedures, manuals, circulars, forms, and rates are all communicated to relative offices and personnel and that all staff have the required, valid training certification as directed by Head Office. Coordinates with Flight Operations on the operational plan, ensures proper briefings / debriefings, ramp, check-in, safety, security, and other matters are being handled in accordance with operational procedures. Identifies delay reasons and works closely with all necessary parties to resolve them. Liaises with line manager, Flight Operations, MCC and all necessary parties to manage AOG, emergencies, technical delays, disruption, diversions and service recovery. Establishes effective relationships with local authorities, GHAs, Suppliers and Vendors to ensure the station’s operational efficiency and sound financial management; protects the financial interest and corporate image of Fly Jinnah at all times. Partners with Commercial Manager to ensure adherence of stations / departments to respective legislations and regulatory requirements of the General / Local Civil Aviation Authority, Security, Immigration, and Customs departments.

Key Result Responsibilities - Continued

Guides and supports the respective personnel in critical complex situations related to laws and diversions, such as coordination for customs and immigration clearance. Monitors the Ground Handling Agents, Ground Security Agents, Vendors and other Suppliers Service Level Agreements. This includes : performance, payments, meetings, communication, etc. Liaises with Commercial Manager and Head Office on SLA Utilizes reports and data analysis to monitor customer service and payments, highlight trends, and identify gaps aiming for improvement. Oversees and monitors the baggage handling system and resolves related or any other customer complaints. Supports QA / Safety / Security Departments in the audit checks ensuring adherence of respective staff to corresponding standards and set measures and timely response to statuary requirements and findings. Participates in local Safety or Security exercises (table-top, mock incidents etc.) where applicable; ensures Safety Incidents (including DG incidents) are reported to headquarters and local authorities. Partners with Head Office to monitor and audit the collections from Excess Baggage, Go Show, Wheelchair, and Seat Sales and other airport revenue generating services; encourages the airport teams to meet / exceed targets and provide excellent services. Provides Management with timely, comprehensive reporting on station’s overall performance using the approved formats, this includes Flight Handling Reports, Disruption Reports; Incidents / Accidents Reports, and Customer Complaints Reports, etc. Ensures that persons representing the company (Air Arabia staff, Ground or Security handling Staff etc.) are appropriately groomed and behaving in a fitting manner. Performs any other duties or additional responsibilities as advised by the Line Manager.

Qualifications (Academic, Training, Languages)

Bachelor degree in Management / Statistics / Finance / IT or equivalent from a recognized university, alternately a diploma in a related field combined with necessary experience. Basic Airport safety and security procedures and regulations trainings are a must. “IATA Dangerous Goods Regulations”, “Passenger Handling”, and “Ground Operations Procedures” trainings or certificates are a must for this role. Cost Control, Compliance, and Quality Assurance certificates and trainings are an added value. Proficient in “Passenger Handling System” and “Departure Control System” (DCS) Proficient in Microsoft Office suite, Internet, Web Search. Very good written and verbal communication skills, Technical reports writing, presentations, etc. Very good in English Language, Arabic Language may be conditional for certain regions.

Work Experience

6+ years of relevant working experience in Airlines / Aviation / GHA industry, 4 of which at least in Ground Handling Operations for multi-national mid-sized company. Must have a minimum of 3 years of experience as “Airport / Station Manager” leading a team of a station with departure / arrival flights; experience with low cost airline is a plus. Very good knowledge in IATA / Civil Aviation Authorities and Regulatory Bodies’ rules and regulations pertaining to Ground Handling working procedures and operating standards, GHAs, GSAs, etc. Expert in one or more of the following : Cargo, Ramp, Dispatch, DGR, and Load Control. Strong knowledge, ties and relationships in Aviation Industry and Markets; to build credibility quickly. Experienced in monitoring contracts and service level agreements (SLAs). Capable of implementing policies, procedures, and manuals in line with standards and regulations. Relative commercial background and understanding of P&L accounting. Product knowledge, high capability of understanding market needs and trends. Exposure to QA / Safety / Security / Audit procedures and practices affecting Ground Operations. Hands on recruitment, schedules, rosters, and shift-pattern manpower allocation. Composed, self-confident and focused, committed to efficiency and successful safe results. Proven skills in analyzing data, identifying pitfalls and recommending cost-effective solutions. Possesses effective persuasive, negotiation, problem solving and decision making skills. Dynamic with exceptional work habits; high accuracy and attention to both results and details. Employs technical expertise and interpersonal relations to support company’s objectives. Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.

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