DUTY MANAGER - CUSTOMER SERVICES

DUTY MANAGER - CUSTOMER SERVICES

Location: Thiruvananthapuram, Kerala, India

JOB PURPOSE & SPECIFIC RESPONSIBILITIES:

• Take charge of various work areas in passenger service operations
• Ensure close liaison with Airlines on all matters for smooth operations
• Attend to investigation and complaints raised by airlines or passengers
• Ensure client satisfaction
• Airline meetings to resolve issues or complaints
• Follow up with airlines and passengers on incidents to provide closure and service recovery
• Review work procedures and implement solutions to improve service
• Monitoring of SLA & agreed service standards to ensure compliance and achievement of such standards
• Lead, organize and motivate staff, monitor staff performance
• Carry out investigations relating to discrepancies, lapses and errors
• Brief all staff on new instructions and requirements & ensure all staff complies to company regulations and discipline
• Build and maintain an efficient operation team
• Interview and appraise staff; monitor and control the staff over time/ attendance
• Responsible for the safety and quality of the function /task performed
• Oversee special handling requirements (MAAS, VIP, etc.) to ensure smooth handling.
• Attend to passengers who require special assistance.
• Other standards as agreed with the airlines
• Responsible for reporting to his superiors on occurrences, events, violations and acts that may affect safety, security and company reputation
• Undertake more functions when required
• Airline meetings to resolve issues or complaints.
• Follow up with airlines and passengers on incidents to provide closure and recovery service if necessary.
• Review work procedures and solution implementations to improve service.
• Lead and motivate operational staff to carry out their duties according to the requirements of the airlines.
• Monitor staff performance
• Carry out investigations relating to discrepancies, lapse and errors
• Brief all staff on new instructions and requirements
• Ensure that all staff complies with company regulations and maintain overall discipline.
• Plan and monitor staff deployment to ensure smooth operations.
• Oversee special handling requirements (MAAS, VIP, etc.) to ensure smooth handling.
• Attend to passengers who require special assistance
• Designated reporting to Sectional Heads - Passenger Services on shift basis.
• Maintain updates on Passenger Handling Procedures as received from time to time from Regulatory authority/Customer airlines Manuals / Corporate HQ on operating procedures and assure that the subordinates are fully aware of any new updates in this regard by dissemination of information in time.
• Assure all log entries are correctly updated on shift to shift basis
• Assist the management to control staff overtime without affecting the operations.
• Check staff appearance and grooming to ensure that all staff members report to duty neat, clean and in full uniform.
• Coordinate with Customer airlines to build strong relationship that is essential for smooth operations.
• Coordinate with Airports authorities to ensure good relationships that will upgrade business operations.
• Follow up and take necessary action against instructional emails, SITA messages, inform all concerned for immediate action
• Monitor closely all on sight activities such as Passenger Checking /Baggage Handling /Gate operations.
• Reports any irregularities to Safety Coordinator at the station.
• Prepares and submits a monthly inventory (stationery requirements) each airline to avoid any Last minute shortages.
• Prepare staff monthly roster for the Passenger personnel.
• Check Staff daily attendance.
• Reply to all queries / complaint and claims received and report to the respective Managers (Passenger /Ramp Services)
• Plan staff annual leaves.
• Prepares a detailed monthly activity report.
• Responsible for exercising due diligence towards Health & Safety of self & others in the organization as well as environmental protection issues.
• Responsible for Safety & Quality of the function / Task performed.
• Deputize for Sr. Manager/Manager for administration and/ or operational function/ responsibilities as and when required.
• coordinate and interact with various government agencies (ATC, AAI, DGCA, BCAS etc.) in order to ensure smooth flight operations (Pre/Post flight)
• Extend proper communication to staff periodically for delay and before schedule operations etc.
• Ensure safe and secure operations and flight departure on or before schedule time in coordination with respective flight supervisors
• Establish counter management, que management and proper boarding guidelines
• Coordinate crew movement as per the airline specifications
• ensure FHR is properly filled and timely signed by respective airline representative
• With proper rostering ensure availability of adequate trained manpower at respective locations within the passenger terminal and coordinate with duty officers of other departments for the same
• conduct staff evaluation as and when required in liaison with the respective supervisors
• Conduct/arrange training staff as and when necessary. Handle staff grievances and complaints and other administrative issues.
• Ensure availability of required number of staff in each area, including hiring of staff
• Ensure and organize training and monitor training standards in accordance with company and carrier requirements
• Ensure availability of required handling equipment
• Ensure terminal discipline at all times
• Monitor rostering of staff for effective cross utilization
• Establish administrative practices and implementing cost cutting measures
• Ensure licensing, installation and maintenance of communication facilities
• Arrange and ensure transportation of crew and staff, where applicable
• Liaison with carriers, authorities at the airport, OAL and handling agencies
• Ensure that performance standards set forth in the carrier’s handling agreement are met in all respects
• Conduct regular meetings with customer airlines for service feedback and improvements
• Coordinate activities of the airport operations as far as flight handling is concerned and extend proper communication to staff periodically
• Monitor flight operations including pre-flight, arrivals, departures and post-flight activities
• Conduct briefing in advance of the day’s operations and solutions to the problems faced by the staff periodically
• Prepare staff performance/appraisal reports as per company rules
• Coordinate and interact with various government agencies and maintain rapport in order to ensure smooth flight operations
• Handle staff grievances and complaints within reasonable time span
• Handle multiple tasks to maintain optimum work output
• Coordinate with the security/vigilance department
• Be part of the AOCC and be able to take decisions and implement them whenever and wherever required
• Update staff about changes and advise them about their progress periodically verbally and in writing
• Ensure proper implementation of company policies and procedures
• Sanction/monitor leave records of staff and check sufficient staff is available for flight requirement
• Check on absenteeism and take necessary action to avoid discrepancies and complaints from the customer.
• Responsible and accountable for overall quality, safety and security of operations.
• You will be responsible and accountable to make necessary operational decisions related to safety and security matters at all times whilst on duty.

• Perform any other function as required by the VP-CS

Professional Experience

• Knowledge on Airline DCS system

EDUCATIONAL QUALIFICATION

• Bachelor/Master’s Degree in Business Administration

RELEVANT EXPERIENCE

• 96-120 months in a supervisory environment, including successful management of multi-cultural teams.
• Have demonstrated ability in preparing senior management reports and data analysis
• Have the appropriate skill set, to set and manage priorities
• Exceptional command over MS Office (excel), Excellent command over written and spoken English with the ability to document operational business case scenarios, develop process flow documentation.

PERSONAL CHARACTERISTICS & BEHAVIOURS

• Demonstrate excellent managerial and leadership skills
• Good communicator and able to relate to all levels of staff
• A team player and leader at handling cross-sectional teams
• Comprehend and translate complex data and its relationship to trends and observations