Service Delivery Lead, Passenger Services at

4 weeks ago

Nairobi, Nairobi Area, Kenya Swissport Full time
Swissport is the world's largest provider of ground and cargo handling services in the aviation industry.

The company provides services on behalf of some 835 client-companies and handles around 230 million passengers and 3.9 million flights (movements) per year.

Summary


We are seeking a professional with proven track record in duty management with aviation services with a service delivery orientation that will lead, motivate, engage and inspire all staff across multiple teams to ensure the delivery of great customer experiences in line with Swissport formula.

Main Responsibilities

Plan and deploy resources to ensure that we are collectively successful by producing daily allocations in line with customers and operations requirements
Ensure available resources are used to the optimum level (monitor and control overtime payments within targeted budgets)
Supervise/control and follow up staff attendance and absences
Lead the team to ensure we deliver consistently great customer experiences at every touchpoint
Responsible for the disciplinary process of the team
Support and identify training needs and coordinate with training department
Responsible for performance monitoring, coaching and developing the team
Create and maintain a progressive, open feedback culture by managing the performance of employees
Ensure senior management is informed of critical issues such as flight irregularity, safety accidents in a timely manner
Maintain, monitor and report on agreed key performance indicators (KPI's) using all available tools and systems.
Resolve all customer service challenges in a timely manner
Ensure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experience
Maintain and control activities to ensure work safety, health and environmental protection within the area of responsibility
Initiate investigations on irregularities, accidents or complaints as per our standard reporting requirements
Manage and contribute towards change within the operational environment
Ensure deployment of the Corporate QHSE Manual
Ensure all Swissport employees are familiarize with the Code of Conduct.

Qualifications and Competencies

Diploma or higher
5 years' experience in Passenger Services in Aviation with 3 years leading a team in customer services
Working knowledge of DCS systems
Computer literate (Office Word, Excel, PowerPoint)
Customer oriented
Leadership and people management skills
Problem solving and decision-making

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