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Airline Passenger Operations Manager

2 weeks ago

Dublin, Dublin City, Ireland Sky Handling Partner Full time

Job Overview:

This is a dynamic leadership role responsible for fostering strategic partnerships with customer airlines, airport authorities, and other key stakeholders to drive exceptional passenger experiences and operational excellence.

The successful candidate will champion a customer-centric approach while overseeing operational efficiency, staff development, and project management. This role is a support to the Terminal Services Manager.

Key Responsibilities:
  • Oversee and manage airline passenger operations, ensuring adherence to Service Level Agreements (SLAs).
  • Collaborate with Compliance and Safety teams to conduct audits, assess findings, and monitor the implementation of corrective action plans.
  • Monitor and analyse performance statistics related to SLAs and disseminate reports accordingly.
  • Address customer queries and issues promptly, including the timely submission of Service Occurrence Reports (SORs) when necessary.
  • Work closely with OPAS and Department Managers to identify and implement solutions to operational challenges.
  • Support and mentor new recruits on airline processes and procedures.
  • Lead, coach, and mentor the Service Delivery Management and Officer team, fostering a culture of high performance and continuous improvement.
  • Refer any matters of concern to HR to work on a performance improvement plan.
  • Develop and implement training programs and succession plans to enhance the team's skills and capabilities.
  • Drive the creation and implementation of robust operating initiatives to improve efficiency, service quality, and customer satisfaction.
  • Encourage innovation and proactive problem-solving within the team.
Requirements:
  • You must have a minimum of 5 years Customer Service Supervisory level experience.
  • You must truly believe and have demonstrated examples of Service Excellence.
  • Proven leadership skills with strong decision-making ability.
  • 3rd Level Qualification in Management Leadership desirable.
  • Excellent Attention to Detail and Organisational Skills.
  • Ability to work well under pressure.
  • Computer Literacy.
  • Highly safety and security conscious.