Service Delivery Lead, Passenger Services
4 weeks ago
ABOUT THE COMPANY
Swissport Kenya Limited part of Swissport International Ltd. provides ground handling services and cargo handling at the Jomo Kenyatta International Airport, Nairobi KEnya. Globally, Swissport is active at more than 270 airports in 48 countries on five continents and generates consolidated operating revenue of CHF 3.0 billion.
JOB 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.Qualifications and CompetenciesDiploma or higher5 years' experience in Passenger Services in Aviation with 3 years leading a team in customer servicesWorking knowledge of DCS systemsComputer literate (Office Word, Excel, PowerPoint)Customer orientedLeadership and people management skillsProblem solving and decision-making
RESPONSIBILITIES
Plan and deploy resources to ensure that we are collectively successful by producing daily allocations in line with customers and operations requirementsEnsure available resources are used to the optimum level (monitor and control overtime payments within targeted budgets)Supervise/control and follow up staff attendance and absencesLead the team to ensure we deliver consistently great customer experiences at every touchpointResponsible for the disciplinary process of the teamSupport and identify training needs and coordinate with training departmentResponsible for performance monitoring, coaching and developing the teamCreate and maintain a progressive, open feedback culture by managing the performance of employeesEnsure senior management is informed of critical issues such as flight irregularity, safety accidents in a timely mannerMaintain, monitor and report on agreed key performance indicators (KPI's) using all available tools and systems.Resolve all customer service challenges in a timely mannerEnsure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experienceMaintain and control activities to ensure work safety, health and environmental protection within the area of responsibilityInitiate investigations on irregularities, accidents or complaints as per our standard reporting requirementsManage and contribute towards change within the operational environmentEnsure deployment of the Corporate QHSE ManualEnsure all Swissport employees are familiarize with the Code of Conduct.
REQUIRED SKILLS
Risk management, Reporting, Leadership skills, Ability to coordinate
REQUIRED EDUCATION
Diploma, Associate's degree
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