5-7 years of experience in operations and customer service, with at least 5 years at a supervisory.
Desired: +10 years of experience in operations and customer service supervisory roles
Job Purpose
To support the management and execution of one of the largest airline's cargo operations for the region, ensuring alignment with the commercial objectives, focusing on operational and service delivery whilst meeting global standards of safety, efficiency, and customer satisfaction.
To assist in various facets of international operations, including GHA contract management, compliance with international regulatory requirements, oversight of SLA’s and key operational matrices.
Key Accountabilities
Monitor SLA’s, ground contracts management and liaise with the GSA customer service team and compliance team to ensure performance in line with commercial targets.
Draft and communicate policies and KPIs to be tracked for operations, customer service and compliance basis best practice industry standards.
Monitor CRM trends and build market intelligence to identify emerging opportunities and gaps the organization could capitalize on
Develop strategies to reduce operational costs including handling damages and improve cycle time.
Ensure compliance with operating process standards and external government regulations.
Support and ensure full compliance in safety, security and work health and safety regulatory requirements.
Key Interfaces
Internal Interfaces
RCM - Report directly and provide regular updates on operational activities and compliance issues.
Head International- Operations - Coordinate on budgeting, financial planning, and staffing for international operations.
Commercial and Sales - Support in aligning operational capabilities with international sales strategies and customer service initiatives.
External Interfaces
International Regulatory Authorities - Assist in liaising with regulatory bodies to ensure compliance with cargo handling regulations.
Service Providers and Ground Handling Agents - Help manage relationships and oversee contract execution with international service providers.
Minimum Education Required: Bachelor’s degree in management, Operations, Economics, or related fields.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Airlines and Aviation
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