Description: Job Purpose:
•Manage and direct the Services Sector towards its primary objectives and provisioning of the quality of services and products.
•Provide strategic leadership for the development of Ground Operations and its support functions as well as Product & Inflight Services.
•Coordinate activities of the Airport Services and Product & Inflight Services Departments to ensure safety, security of flights, passengers, facilities and employees, and passenger satisfaction in all stations.
•Oversee the compliance of all passengers facing uniformed employees’ grooming standards.
•Responsible for planning, managing, directing, improving, and controlling Ground Support Equipment (GSE) maintenance, facilities maintenance, transportation, and managing and controlling administration support services.
•Lead and coordinate guest satisfaction progress.
Principal Accountabilities:
•Be the Ground Operations Post Holder and report directly to the Accountable Manager for all related matters.
•Assume accountability of service & product development, cabin appearance, ground handling operations, cabin crew performance, service delivery as well as support functions.
•Responsible for the ongoing development of operation procedures and the sector plays a key major role in the event of activation of Emergency.
•Oversight of the general safety and security delivery of standards and compliance with procedures.
•Manage staff competence and the effectiveness of the Safety Management System within the ground operations environment.
•Act as a focal point for all matters related to achieving safe and secure aircraft operations.
•Ensure that any contractor employed in Airport Services and Product & Inflight Services departments meet the required standards.
•Manage and supervise all Airport Services and Product & Inflight Services activities to ensure they are carried out to the highest standards on behalf of the President/CEO.
•Ensure the safe, secure, punctual and economic operation of all flights by managing ground handling: a) aircraft, b) passengers c) cargo, and d) catering.
•Coordinate with the Security Department to ensure all required measures are taken for the security of the airplane, passengers, and baggage, in cooperation with the authorities responsible for airports security.
•Ensure training programs are accomplished by contracted ground handling companies which enable their ground personnel to safely, securely and professionally conduct all ground handling services.
•Ensure that contracted ground handling personnel are being kept up-to-date and properly instructed, and that they are aware of their responsibilities and the relationship of such duties to the operation in respect of handling flights.
•Retain all the documents, manuals and regulations relating to Product & Inflight Services.
•Act as a representative to all authorities, as far as ground operations are concerned.
•Be accountable for Quality Assurance program in Services Sector.
•Oversee, manage, and provide support to Services Quality Director in the performance of the Quality Assurance Program.
•Monitor outstations ground handling services for compliance of quality standards and contract requirements.
•Conduct periodic meetings with Head of Departments, Directors, and Managers within the Services Sector to follow up on operations, ensure activities are running smoothly, and discuss their suggestions as well as adopt appropriate procedures and plans with respect to these suggestions.
•Review the station management system annually to ensure its continual suitability, adequacy, and effectiveness.
•Act promptly when the need for action is identified regarding matters discussed in Board of Directors meetings, Management periodic meetings, Safety Review Board Meetings, Quality Review Board Meetings, or periodic meetings of operational managers.
•Oversight of outstanding matters regarding ground operations generated from these services.
•Provide a healthy work environment and manage the implementation of environmental laws as well as laws pertaining safety and security that include but are not limited to premises, workplace (lighting, temperature, and ventilation), support equipment, and support services.
•Manage and oversee the selection of outstations managers through a specialized committee.
•Retain the responsibility for ensuring safety in his/her respective area of operations.
•Ensure the allocation of resources necessary to manage safety risks to ground operations.
Key Responsibilities:
•Manage and direct the Services Sector towards its primary objectives and provision of quality services and products
•Provide strategic leadership for the development of Ground Operations and support functions as well as Product & Inflight Services
•Coordinate activities of Airport Services and Product & Inflight Services Departments to ensure safety, security of flights, passengers, facilities and employees, and passenger satisfaction in all stations
•Oversee compliance of all passenger-facing uniformed employees’ grooming standards
•Plan, manage, direct, improve, and control Ground Support Equipment (GSE) maintenance, facilities maintenance, transportation, and administration support services
•Lead and coordinate guest satisfaction progress
•Assume accountability of service and product development, cabin appearance, ground handling operations, cabin crew performance, service delivery, and support functions
•Develop operation procedures and play a key role in emergency events
•Ensure compliance with safety and security delivery standards and procedures
•Manage staff competence and effectiveness of the Safety Management System within ground operations environment
•Act as a focal point for all matters related to achieving safe and secure aircraft operations
•Ensure contracted ground handling companies meet required standards
•Monitor outstations ground handling services for compliance of quality standards and contract requirements
•Conduct periodic meetings with Head of Departments, Directors, and Managers within the Services Sector to follow up on operations and discuss suggestions and appropriate procedures and plans
•Act promptly regarding matters discussed in Board of Directors meetings, Management periodic meetings, Safety Review Board Meetings, Quality Review Board Meetings, or periodic meetings of operational managers
•Provide a healthy work environment and manage the implementation of environmental laws and laws pertaining to safety and security
•Oversee the selection of outstation managers through a specialized committee
•Ensure allocation of resources necessary to manage safety risks to ground operations
•Determine number, recruitment and training requirements of cabin crew to meet company growth strategies and schedule demands
•Manage the maintenance of Ground Support Equipment and continuously ensure their serviceability through feasible maintenance and renovation plans
•Oversee and manage all cabin crew to ensure the highest levels of safety, security, service, regulatory compliance, and operational efficiency are achieved and maintained throughout the department
•Ensure the highest standards of grooming are maintained by all staff in accordance with the company uniform policy and grooming standards.
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