Station Manager Passenger Handling

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.
On the ground, dnata USA keeps 27 of the country’s major airports connected – both with each other and the world - including John F. Kennedy Airport in New York City. Handling 200,000 tonnes of cargo, guiding 15,000,000 passengers and keeping 50,000 flights in the air each year, the work that the dnata USA team complete on the ground is crucial to keeping the country in the air.

As a dnata Station Manager for Passenger Handling, you will lead, guide direct the passenger handling operation, ensuring customer service operational efficiencies to include safety and compliance.

Essential Duties and Responsibilities:

• Responsible for the day-to-day administration and operation of the above wing

operation.

• Ensure the station operates in compliance with all company policies and procedures,

and adheres to the company's mission, vision, and values statements.

• Coordinates services with Passenger Service Supervisors/account managers and above

wing staff to meet manpower and operational needs and requirements.

• Ensure appropriate staffing levels are maintained through proper use of flight and

personnel schedules.

• Direct management and supervisory staff responsible for the passenger handling

primary business functions.

• Direct and participate in the acquisition, training, and on-boarding of team members.
• Leverage knowledge of all SLA and SGHA’s for current and future customers to deliver

on our commitments with customer service staff.

• Develop teams to improve work performance and maximize potential through succession

planning, KPI achievement, coaching, ongoing training, and mentoring.

• Establish and maintain a structured communication process between passenger service

agents, supervisors, and account managers.

• Regularly interact and obtain feedback from customers to promote the station and

measure the level of customer satisfaction to improve capabilities and processes.

• Encourage employee suggestions and involvement in the station’s improvement and

growth, its processes, and people.

• Proactively serves as liaison between dnata and all airline customers in resolving

customer grievances.

• Resolves employee issues.
• Participates in the planning and monitoring of Passenger Service labor and operational

expenses, as well as other relevant financial activity.

• Ensure that all airline accounts and their customers are provided with services for flight operations.
• Manage flight administrative procedures for international passengers.
• Coordinates, directs, services with Passenger Service employees to meet manpower and operational needs.
• Establishes and maintains effective communication methods open with all airline customers to best assess their needs.
• Proactively serves as liaison between dnata and all airline customers in resolving customer grievances.
• Coordinates and schedules the activities of the various employee groups to best meet operational and customer needs.
• Actively involved in the training and development of all new and current employees.
• Addresses issues and corrective action, as necessary.
• Actively involved in the training and development of all new and current employees.

Works closely with the GM of station on budgetary needs

Job Qualifications

• 2+ Years of management experience in Passenger Service
• Customer focused attitude, with a high level of professionalism and discretion
• Excellent communication, interpersonal skills, create a team environment.
• Detail oriented, with the ability to track task progress to completion.
• Demonstrated ability to motivate, collaborate and lead.
• Highly organized with the ability to effectively prioritize and meet deadlines.
• Must handle confidential matters with appropriate discretion.
• Ability to travel as required.
• Must deliver friendly, courteous, and prompt customer service.
• Demonstrated proficiency with Word, Excel, PowerPoint, and outlook. A general understanding of Window, Google Chrome Browser, Internet Explorer Browser
• Airline experience is highly preferred.
• Must be able to work nights, weekends, holidays as required.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.