About The Role

Plans, monitors and controls all activities relevant to the Customer Experience, ensuring consistent customer service delivery, maintenance of on time performance at the highest level, and that all team members, under jurisdiction, adhere to safety regulations and maintain discipline as per the company’s policy. Represents QAS Customer Experience Operations, and acts as the focal point for all queries from airline customers and passengers, while contributing as a key member of the team-towards providing a seamless 24/7 operational coverage

Responsibilities

• Coaches, motivates, enthuses and develops Supervisors and frontline team members in order to accomplish high morale, discipline and grooming standard across the entire team.
• Ensures that the Supervisor role is optimized and that Supervisors proactively anticipate, identify and address issues, in advance of their team members needing to seek support, in order to circumvent any potential operational discrepancy.
• Ensure all customer incidents are handled with utmost care, and that the Escalation Matrix is complied with—without fail—notifying QAS Senior Management of all irregular airport operations (as set out in the Escalation Matrix), without delay.
• Responsible for supporting the Customer Experience Duty Manager in operational control through supervision of all operational activities within the designated operational zones, any discrepancy during shift needs to be highlighted to respective Customer Experience Duty Manager.
• Responsible for the health and safety of employees, and their strict procedural compliance thus promoting a safe working environment by working closely with QAS Safety Team to identify and mitigate unsafe practices and apply Just Culture principles.
• Measures the performance of each unit by conducting service audits periodically and provides feedback to the Supervisors and the frontline team.
• Motivates, encourages and enthuses Supervisors, and the frontline team, to inspire creativity within their job function, and proactively seeks feedback from internal and external customers, in order to propose recommendations to the Customer Experience Duty Manager for their perusal and consideration.
• Minimizes operational discrepancies during the shift through appropriate planning, organizing and monitoring of all activities at check-in, boarding, transfer desk, Customer Care, baggage lost & found, VIP operations, Porterage and Trolley and Passenger (PAX) Control.
• Responsible for ensuring the SLA compliance of each Airline Customer, and that the approval process for any additional resource allocation that may be required due to the Airline Customer request, or any other reason which impacts the ability for the business to meet demand in line with the respective SLA.
• Effectively manages operational costs by minimizing overtime hours by cross-utilizing, and optimizing, available resources from all areas across the Customer Experience function.
• Reports to the Customer Experience Duty Manager on a monthly basis with details on operational performance results and service standards and provide details on any discrepancies and proposed improvements required.
• Participate in pre-shift meetings with Shift Managers, Airside Operations Duty Managers and Supervisors to discuss shift activities, and review staff resource re-allocation, if required, to enhance the number of resources in order to meet demand and Airline Customer SLAs.
• Prepare shift reports highlighting—clearly and coherently—any incidents or service lapses, and share with the Customer Experience Duty Manager for review, and work collaboratively to ensure the appropriate subsequent actions (if any) are taken timeously
• Carry out investigations pertaining to incidents, accidents, and/or service lapses in line with Just Culture, and timeously complete clear and coherent Case Reports which determine the appropriate, fair and consistent disciplinary and/or corrective action(s) required in line with QAS HR policy.
• Perform other department duties related to his/her position as directed by the Head of the Department.

Qualifications

Essential

• Bachelor’s Degree or Equivalent
• Minimum 3 years of job-related experience
• Strong mentoring and coaching skills.
• Ability to train and develop subordinate’s skills.
• Ability to foster teamwork among team members.
• Ability to delegate work, set clear directions and manage workflow.