OPERATIONS AND CUSTOMER SERVICES MANAGER Jobs

  • Full Time
  • Contract

Air Botswana (Pty) Ltd

Principal Responsibilities and Accountabilities (Key Performance Areas)

•Plans and administers staff and equipment deployment for SSKIA Station to efficiently and effectively deliver passenger, baggage, cargo, catering, CIP Lounge and aircraft turnaround ground handling services.

•Participates in negotiating and administers Customer Airline’s Ground Handling and Service Level Agreements (GHAs & SLAs) including inter-departmental Service Level Agreements (SLAs).

•Optimizes ground handling and ancillary revenue generation, collection and accounting whilst ensuring reduction of mishandled passengers, baggage, pilferage and theft claims including elimination of resources wastage in the service delivery value chain.

•Evaluates Sefofane Aviation Ground Services’ (SAGS) Ground Handling Manuals and documentation, Standard Operating Procedures (SOPs) and recommends changes to ensure continuous alignment with IOSA/ISAGO and leading industry practices.

•Implements and ensures compliance with Customer Airlines/Operators’ safety and security programmes in conformance/compliance with IOSA/ISAGO standards, CAAB and other destination stations’ civil aviation regulatory frameworks.

•Monitors & ensures, ground handling and aircraft documentation are up to date and baggage weighing scales are regularly calibrated in accordance with SOPs.

•Investigates and resolves customer complaints and queries timely in the mutual interest of customers and customer airlines and/or recommends appropriate compensation in line with customer airlines ‘compensation policies and procedures.

•Monitors and ensures smooth coordination of the processing of passengers by CAAB, Customs, Immigration and Security Agents to achieve On Time Performance (OTP).

•Coordinates and implements agreed passenger services departmental strategies and action plans including projects/initiatives within agreed budgets and timeframes to meet the SAGS & Customer Airlines’ operational and financial targets.

•Monitors and coordinates the smooth and efficient handling of flight disruptions/irregular operations ensuring that customers are kept informed of developments in accordance with laid down SOPs.

•Monitors and ensures timely tracing of mishandled baggage, authorises and/or and recommends the settlement of missing and damaged baggage within delegated limits.

•Prepares and coordinates consolidation of departmental Management Information Reports and ensures their accuracy and timely submission to Head of Sefofane Aviation Ground Services and third-party stakeholders as required.

•Administers the efficient and effective calibration of weighing scales, acquisition, repair and maintenance of GSE fleet and motor vehicles in accordance with Air Botswana and Manufacturers work specifications, and compliance to regulatory authorities.

•Supervises shift staff, interacts with peers, managers, other stations personnel; fosters positive relationships with authorities, customer airlines representatives and all stakeholders ensuring high level of professionalism

•Implements and recommends departmental mandatory operational and customer service delivery training programmes to meet customer airlines, regulatory authorities and other stakeholders’ requirements.

•Implements the Balanced Scorecard “Performance Management System’ in evaluating the performance of Customer Services Agents GSE Operators/Loaders/Drivers, Loaders and Cleaners.

•Interacts with peer managers, departmental heads and other personnel throughout the organization; fosters positive relationships with authorities, customer airlines representatives and all stakeholders ensuring high level of professionalism.