Job Purpose
The role of the Support Manager is to develop and manage the support functions for dnata Airline Services relating to improvement of airline service standards, projects, coordinate & implement initiatives for department alongside Business Support, new services in line with stakeholder's expectations, process improvements, health & safety, training, data, systems and quality and reduce operating costs of the department through better utilization of manpower.
Key Responsibilities
Plan
- Support the VPs and wider Management Team in concerned area ( customer services, airside Ops, Ops Services or Ops Delivery) to implement the departments objectives and plans
- Work on the yearly plans for the concerned department resources and budgetary requirements
- Track and monitor stakeholder?s satisfaction and standards and collaborate with operational managers to develop continual service improvement plans
- Collaborate with dnAO commercial teams to plan for new airline operations and changes to existing customer handling
- Work with dnAO Business Support functions to align plans on manpower needs, outsource requirements, projects, technology, data, facilities, training and administrative support functions
- Work with equivalent Support Management departments in Airline Services to prioritise and coordinate standard initiatives under direction of SVP-AS and their VP team
- Ensure that the service standards and continuous improvement programs are implemented efficiently
Deploy
- Ensures the Subject Matter Experts of the department are deployed as operationally required and support the development of a culture where all the people working in Airline Services departments possess the skills, knowledge and confidence to work safely, feel respected and are engaged to achieve the highest performance
Lead
- Lead discussions to establish ways of driving individual performance measures that contribute to productivity, engagement and service improvements
- Ensure all staff are provided with the required training, coaching and learnings to enable them implement and conduct their jobs in an efficient manner and to continue develop their skills and career moves
- Present and communicate regularly with the VP and management team on the performance and operational statistics relating to manpower utilisation and cost reductions
- Supervises the day-to-day operations of the department to ensure that work processes are implemented
- Ensures that staff on shift are suitably qualified and experienced to perform assigned activities
Execute
- Work on the delivery wider department projects as per the delivery timelines as per the medium term plan
- Represent department interests in major working groups and projects across dnAO and airport community as directed
- Ensure timely completion of monthly planning activities (Training Course Plan, outsource, training etc) to support effective performance of the operation
- Support change processes in areas, including but not limited to, increase in productivity or improvement in efficiencies using advance technology, new systems or break through industry innovations, where applicable
- Ensures implementation of departmental policies, procedures and controls in order to fulfil procedural/legislative requirements
- Partner with business area managers and key stakeholders to drive efficiencies that lead to increased customer satisfaction and/or reduced cost using LEAN principles
- Track and monitor department performance against strategic goals and present information to business managers that helps drive performance
Qualifications & Experience
Knowledge
- Bachelor's degree or Diploma in business administration / aviation / ground handling / customer service
- Undergraduate degree of practical knowledge in IT management, business analytics or data analytics is preferred
Experience:
- Airport Operations
- Bachelor Degree: 8-10 years of experience in aviation/ ground handling / customer service / IT management or business / data analytics (preferred)
- Diploma: 10-12 years of experience in aviation / ground handling / customer service / IT management or business / data analytics (preferred)
Knowledge/skills:
- Understanding and working knowledge of BI tools such as Power BI / DAX, Power Query and MicroStrategy
- Understanding of data modelling techniques for efficient data analysis
- Understanding of low code development using MS PowerApps (Power platform PL900 level or above)
- Understanding of Python for data analysis
- Understanding or certification in Lean Process Improvement / Six Sigma (Green Belt or above)
- Advanced understanding of airlines, customer service product (specific airport related requirements) and Industry regulations for the assigned work area.
- Advanced understanding of the aviation terminology
- Advanced Customer Management Skills
- Advanced Planning and Organizing Skills
- Advanced Quality Orientation Skills
- Advanced Communication Skills
- Advanced Writing Skills
- Advanced Safety Awareness Skills
- Proficient Leadership Skills
- Proficient Budget and Cost Control Knowledge
- Proficient IT and Computer Literacy Skills
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