Operations Services Supervisor

Role Summary

The Operations Supervisor is a critical frontline operational role where you will have responsibility for the safe airside operation and our front‑line team members. You will be responsible for leading, motivating, engaging and inspiring all team members to ensure delivery in line with Swissport procedures, policies and brand values.

• Supervise, allocate tasks, and report absences and overtime.
• Plan and deploy resources to meet customer and operational requirements.
• Ensure compliance with all Swissport corporate safety and security procedures and regulatory standards to deliver the desired customer service experience.
• Maintain up‑to‑date manuals and documentation.
• Build and maintain relationships with customers and airport authorities.
• Ensure compliance with Swissport SOPs and policies.
• Maximize efficiency in the operation and turnaround of inbound and outbound flights.
• Maintain assigned equipment and materials.
• Assist with local emergency plans.
• Make operational decisions based on the operational plan.
• Ensure staff are adequately trained, motivated and communicated with.
• Coordinate operational issues between dispatchers, airlines and flight crew members, including delay management and diversions.
• Monitor and enforce adherence to Swissport departmental SOPs.
• Supervise dispatch release, flight following and operational control processes.
• Quality control of flight files, messaging systems, SITA, and issue load sheets and LIRFs.
• Coordinate with internal departments, line management, CLC, other service providers and airlines.
• Create operational reports.
• Attend and investigate incidents or accidents.
• Handle ad hoc handling requests, communicate information to other airport agencies and collaborate with the business development team.
• Ensure accurate FSC data entry, timely flight closure, and proper alignment with cleaning services.
• Ensure correct flight file management and supervise daily checks and audits on W&B, flight file documentation and load‑sheet documentation.
• Implement Triple AAA documentation processes and audits.
• Verify dispatcher authorisation, qualification and licence for respective aircraft and airlines.
• Handle commercially sensitive information related to airline charges and handling rates.
• Handle cash and credit‑card transactions safely and securely.
• Act as the critical communications link between the station, airlines and airport authorities, and relevant legal bodies.
• Control and allocate labour and resources on a day‑to‑day basis.

• Provide day‑to‑day leadership to a team, ensuring high standards of health, safety, quality, customer service and security.
• Enforce appropriate safety and security standards to improve performance year on year.
• Manage team members, providing timely, appropriate feedback to improve day‑to‑day performance.
• Act as a role model, tackling poor performance or misconduct when it occurs.
• Take a proactive approach to support the operation.
• Take personal responsibility to maintain high standards and reduce health and safety incidents.
• Communicate and collaborate, engaging others.
• Create transparency to drive results.

• Maintain agreed customer standards for operations within budget and forecast labour cost targets.
• Manage lateness, absenteeism and staff turnover within agreed local limits.
• Maintain uniform standards and presentation in line with company policy.
• Maintain good customer and employee relations, manage disciplinary issues and complaints.
• Ensure accurate and complete paperwork within required time frames and standards.
• Complete operations audits and follow‑ups every winter and summer season.
• Submit formal staff appraisals for all staff.

• Adapt to change as a constant feature of the work environment.
• Communicate clearly with team members.
• Build positive and trusting relationships.
• Seek collaboration and welcome different opinions.
• Promote flexibility, adaptability and agility to manage contingency time.
• Show a sense of urgency and a desire to improve service delivery.
• Maintain personal and professional integrity.
• Organise tasks, prioritise workloads and meet deadlines in a fast‑paced environment.