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South Africa

OPERATIONS AND CUSTOMER SERVICES MANAGER

Company Air Botswana (Pty) Ltd
Reference # OCSM0001
Published 02/04/2020
Contract Type Contract
Salary Market Related
Location Gaborone, South East, Botswana
Introduction
Purpose of the Job

To provide leadership to Operations and Customers Servicers department; manage efficiently and effectively Customer Airlines’ Ground Handling & Service Level Agreements (GHAs & SLAs) in conformance/compliance with IOSA/ISAGO standards, Civil Aviation Authorities’ regulatory frameworks; and to establish and maintain a customer centric culture amongst staff that enhances customer satisfaction, brand loyalty and business growth.
Job Functions Administration,Analysis,Compliance & Regulatory Affairs,Coordinator,Investigation & Compliance,Management,Monitoring & Evaluation,Operations,Project Management,Quality Control,Risk Management,Safety & Security,Technical
Industries Aviation
Specification
Principal Responsibilities and Accountabilities (Key Performance Areas)

•Plans and administers staff and equipment deployment for SSKIA Station to efficiently and effectively deliver passenger, baggage, cargo, catering, CIP Lounge and aircraft turnaround ground handling services.

•Participates in negotiating and administers Customer Airline’s Ground Handling and Service Level Agreements (GHAs & SLAs) including inter-departmental Service Level Agreements (SLAs).

•Optimizes ground handling and ancillary revenue generation, collection and accounting whilst ensuring reduction of mishandled passengers, baggage, pilferage and theft claims including elimination of resources wastage in the service delivery value chain.

•Evaluates Sefofane Aviation Ground Services’ (SAGS) Ground Handling Manuals and documentation, Standard Operating Procedures (SOPs) and recommends changes to ensure continuous alignment with IOSA/ISAGO and leading industry practices.

•Implements and ensures compliance with Customer Airlines/Operators’ safety and security programmes in conformance/compliance with IOSA/ISAGO standards, CAAB and other destination stations' civil aviation regulatory frameworks.

•Monitors & ensures, ground handling and aircraft documentation are up to date and baggage weighing scales are regularly calibrated in accordance with SOPs.

•Investigates and resolves customer complaints and queries timely in the mutual interest of customers and customer airlines and/or recommends appropriate compensation in line with customer airlines ‘compensation policies and procedures.

•Monitors and ensures smooth coordination of the processing of passengers by CAAB, Customs, Immigration and Security Agents to achieve On Time Performance (OTP).

•Coordinates and implements agreed passenger services departmental strategies and action plans including projects/initiatives within agreed budgets and timeframes to meet the SAGS & Customer Airlines’ operational and financial targets.

•Monitors and coordinates the smooth and efficient handling of flight disruptions/irregular operations ensuring that customers are kept informed of developments in accordance with laid down SOPs.

•Monitors and ensures timely tracing of mishandled baggage, authorises and/or and recommends the settlement of missing and damaged baggage within delegated limits.

•Prepares and coordinates consolidation of departmental Management Information Reports and ensures their accuracy and timely submission to Head of Sefofane Aviation Ground Services and third-party stakeholders as required.

•Administers the efficient and effective calibration of weighing scales, acquisition, repair and maintenance of GSE fleet and motor vehicles in accordance with Air Botswana and Manufacturers work specifications, and compliance to regulatory authorities.

•Supervises shift staff, interacts with peers, managers, other stations personnel; fosters positive relationships with authorities, customer airlines representatives and all stakeholders ensuring high level of professionalism

•Implements and recommends departmental mandatory operational and customer service delivery training programmes to meet customer airlines, regulatory authorities and other stakeholders’ requirements.

•Implements the Balanced Scorecard “Performance Management System’ in evaluating the performance of Customer Services Agents GSE Operators/Loaders/Drivers, Loaders and Cleaners.

•Interacts with peer managers, departmental heads and other personnel throughout the organization; fosters positive relationships with authorities, customer airlines representatives and all stakeholders ensuring high level of professionalism.
Requirements
Minimum Education required

A recognized Degree in Business Administration, Commerce, Social Sciences or equivalent

Minimum Experience required

At least 8 years post qualification experience. A minimum of 4 years at management. Knowledge of Passenger & Cargo Handling as well as experience in Ground Handling Services will be an added advantage
Job Closing Date 30/04/2020
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Last Updated: 13-2-2020 [20.02.01.00]
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