Duty Manager - Customer Services

DUTY MANAGER - CUSTOMER SERVICES

JOB PURPOSE & SPECIFIC RESPONSIBILITIES:

- Take charge of various work areas in passenger service operations
- Ensure close liaison with Airlines on all matters for smooth operations
- Attend to investigation and complaints raised by airlines or passengers
- Ensure client satisfaction
- Airline meetings to resolve issues or complaints
- Follow up with airlines and passengers on incidents to provide closure and service recovery
- Review work procedures and implement solutions to improve service
- Monitoring of SLA & agreed service standards to ensure compliance and achievement of such standards
- Lead, organize and motivate staff, monitor staff performance
- Carry out investigations relating to discrepancies, lapse and errors
- Brief all staff on new instructions and requirements & ensure all staff complies to company regulations and discipline
- Build and maintain an efficient operation team
- Interview and appraise staff; monitor and control the staff over time/ attendance
- Responsible for the safety and quality of the function /task performed
- Oversee special handling requirements (MAAS, VIP, etc.) to ensure smooth handling.
- Attend to passengers who require special assistance.
- Other standards as agreed with the airlines
- Responsible for reporting to his superiors on occurrences, events, violations and acts that may affect safety, security and company reputation
- Undertake more functions when required
- Airline meetings to resolve issues or complaints.
- Follow up with airlines and passengers on incidents to provide closure and recovery service if necessary.
- Review work procedures and solution implementations to improve service.
- Monitoring of SLAs and agreed service standards to ensure compliance and achievement of such standards.
- Lead and motivate operational staff to carry out their duties according to the requirements of the airlines.
- Monitor staff performance
- Carry out investigations relating to discrepancies, lapse and errors
- Brief all staff on new instructions and requirements
- Ensure that all staff complies with company regulations and maintain overall discipline.
- Plan and monitor staff deployment to ensure smooth operations.
- Oversee special handling requirements (MAAS, VIP, etc.) to ensure smooth handling.
- Attend to passengers who require special assistance
- Designated reporting to Sectional Heads - Passenger Services on shift basis.
- Maintain updates on Passenger Handling Procedures as received from time to time from Regulatory authority/Customer airlines Manuals / Corporate HQ on operating procedures and assure that the subordinates are fully aware of any new updates in this regard by dissemination of information in time.
- Assure all log entries are correctly updated on shift to shift basis
- Assist the management to control staff overtime without affecting the operations.
- Check staff appearance and grooming to ensure that all staff members report to duty neat, clean and in full uniform.
- Coordinate with Customer airlines to build strong relationship that is essential for smooth operations.
- Coordinate with Airports authorities to ensure good relationships that will upgrade business operations.
- Follow up and take necessary action against instructional emails, SITA messages, inform all concerned for immediate action
- Monitor closely all on sight activities such as Passenger Checking /Baggage Handling /Gate operations.
- Reports any irregularities to Safety Coordinator at the station.
- Prepares and submits a monthly inventory (stationery requirements) each airline to avoid any Last minute shortages.
- Prepare staff monthly roster for the Passenger personnel.
- Check Staff daily attendance.
- Reply to all queries / complaint and claims received and report to the respective Managers (Passenger /Ramp Services)
- Plan staff annual leaves.
- Prepares a detailed monthly activity report.
- Responsible for exercising due diligence towards Health & Safety of self & others in the organization as well as environmental protection issues.
- Responsible for Safety & Quality of the function / Task performed.
- Deputize for Sr. Manager/Manager for administration and/ or operational function/ responsibilities as and when required.
- coordinate and interact with various government agencies (ATC, AAI, DGCA, BCAS etc.) in order to ensure smooth flight operations (Pre/Post flight)
- Extend proper communication to staff periodically for delay and before schedule operations etc.
- Ensure safe and secure operations and flight departure on or before schedule time in coordination with respective flight supervisors
- Establish counter management, que management and proper boarding guidelines
- Coordinate crew movement as per the airline specifications
- ensure FHR is properly filled and timely signed by respective airline representative
- Arrange proper equipment allocation for flight operations and ensure that equipment requirement of flight/freighter is met
- With proper rostering ensure availability of…