Customer Service Manager

### Operational Responsibilities - Develop and execute operational plans to ensure seamless customer service delivery across all touchpoints. - Anticipate potential disruptions and implement contingency measures to minimize operational risks and customer impact. - Manage deployment of Duty Managers and frontline staff across terminals, ensuring optimal resource allocation aligned with SLAs. - Oversee ground handling systems and technology to support operational efficiency. - Monitor real-time operations and adjust plans to maintain service continuity. - Drive continuous improvement initiatives to enhance service standards and operational performance. - Oversee day-to-day operations, ensuring productivity, service quality, and compliance with established standards. - Manage workforce planning, including rostering, shift scheduling, overtime control, and cost optimization. - Lead, mentor, and develop Duty Managers to foster a high-performance and accountable culture. - Conduct regular performance reviews and address development needs. - Represent the organization in operational meetings to ensure alignment and cross-functional collaboration. ### Support Functions - Collaborate with cross-functional teams (HR, IT, Training, Facilities) to drive service improvements. - Establish and monitor KPIs to support performance management and data-driven decision-making. - Lead the implementation of systems, technologies, and LEAN initiatives. - Oversee risk management processes, ensuring risks are identified, documented, and mitigated. - Ensure compliance with safety, security, and regulatory requirements through regular audits. - Lead departmental projects, ensuring timely execution and alignment with organizational objectives. - Partner with HR on recruitment, talent development, and employee engagement. - Oversee training strategies, SOP development, and continuous learning programs. ### Airline Partners & Performance Management - Act as the primary liaison between airline partners and station operations. - Manage airline communications, providing updates on operational performance, disruptions, and service matters. - Oversee case management of service incidents and complaints, including investigation and resolution. - Monitor and track operational KPIs, ensuring compliance with airline SLAs. - Prepare and present performance reports and dashboards. - Conduct trend analysis to identify root causes and implement corrective actions. ### Qualifications - Bachelor’s degree in Aviation Management, Business Administration, or a related discipline. - 5–8 years of experience in airport operations, ground handling, or airline customer service management. - Proven track record in leading customer service teams in a fast-paced environment. - Strong understanding of airport operations and ground handling processes. - Excellent communication and stakeholder management capabilities. - Flexibility to work shifts, including weekends and public holidays.