Service Delivery Lead, Passenger Services

• 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