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Head of Airport Operations Job Description
To manage and focus on medium to long term strategic issues whilst also providing direction for the short to medium term.
To motivate, develop and support the region’s Airport Managers in the operational functions of all Region Airport Operations and ensure that the highest standard of service is provided to our customers in line with the company’s standards and objectives
To provide support and direction which will ensure that the Airport Operations department as well as the Airport Managers maintain a consistently high level of customer care and service at their respective stations.
To ensure that proper procedures, practices and policies are introduced and supported providing a framework for Region ground staff to differentiate our service.
To direct the negotiation and conclusion of Airport Operations contracts with respect to budgetary objectives and operational goals
Development and coaching of the Airport Operations management team.
Encourage and support the development of appropriate consultative bodies including Airlines Associations, AOC’s etc ensuring constructive and pro-active engagement with Airport Management & Authorities.
Identify opportunities to influence Airport Infrastructure developments ensuring that THE ORGANISATION’s strategic and operational requirements are identified and considered in airport master plans and projects.
Deliver the Region Airports revenue, on-time performance, customer satisfaction and mystery shopper targets.
Educated to degree standard or equivalent
In-depth international airline experience including extensive knowledge of ground operations and passenger services.
Proven experience of leading and managing a team.
Excellent interpersonal skills with the ability to communicate with all levels of management and diverse personalities
Strong administrative and organisational skills.
Knowledge and experience with international airline operations, local and international airport authority regulations/requirements etc...
Proven track record in strategy development and implementation.
Innovative approach to problem solving
Ability to work well under pressure
Experience in budget management
Proven ability to plan and implement introduction of new operations and operational processes.
Establish and maintain the Customer Care service levels for the Region, ensuring that the expected customer service levels are communicated to each relevant division and receive proper focus, is properly tracked
Ensure that airport operations and emergency procedures are strictly maintained within the requirements and scope of each station, and that all staff have a full understanding of them.
Ensure that training requirements at each Region airport location are adequately addressed and supplied.
Foster and support an environment within Airport Operations that is conducive to continuous product and service development.
Analyse feedback and reports from other departments and identifies, resolves and recommends compensation for them.
Review and approve setting of budgets for each Region gateway.
Develop and recommend operational policies and procedures in conjunction with the relevant local and overseas personnel.