About The Role

Ground Services Division is currently recruiting for Customer Services Terminal Manager.The role is responsible for organizing resources effectively and managing necessary activities within Doha Hub to ensure efficient, productive and risk-free operation in performing customer services and ramp handling activities. You will act as the primary contact and liaison manager for all Doha Operational units, to deliver the senior management vision and strategy on a shift level. You will manage and develop the Customer Services and Ramp Handling team on the highest professional level as well as monitor all above-the-wing activities. You will ensure that the SOP (Standards Operating Procedures) are followed and that a safe workplace is maintained.

Key Accountabilities Of The Role Include

• Manages/ Develops the Customer Services and Ramp handling team to the highest professional levels and consistently maintains the passenger’s satisfaction and ramp safety and security.
• Manages all Doha Hub operational areas of customer contact and ramp handling. Responsible for enabling full interaction with the passengers and stakeholders.
• Plan resources and manages daily operations on the floor as per the standard and local operating procedures for customer services and ramp handling.
• Identifies and assesses benchmarks in the service industry. Implements service enhancements.
• Assists in the development and implementation of specific strategies to analyze the daily service standards reports and management reporting systems. Identifies areas of improvement to the overall customer experience and ramp handling experience.
• Communicates effectively with all areas of the operations. Conducts and actively participates in daily team briefings.
• Tracks, interpret, analyze and assesses results and data of On-time Performance and safety and security, ramp handling, Customer complaints and other operational trends.
• Manages crisis management program in the event of an incident or accident.
• Investigates, conclude and report incident(s) and/or accident(s) involving HUB resources in the passenger terminal as well as instance(s) of service lapses. Reports to senior management irregular airport operations as soon as the situation arises.
• Builds strong relationships with all key stakeholders in the HIA including local authorities, HIA (Hamad International Airport) Management, QAS (Qatar Aviation Services) and OCC (Operations Control Centre).
• Establishes the Department’s or team’s objectives and priorities to align with and support business objectives.

Qualifications

About you

The successful candidate will have the following skills and qualifications:

• Relevant College or University qualification to minimum Bachelor’s level.
• Minimum of 7 years of relevant experience within Airline Hub Operations.
• Management experience in an Airline Hub Operations environment.
• Have managed a team of people from multicultural backgrounds.
• Highly energized and passionate about delivering 5-star services experience.
• With strong leadership abilities to inspire and motivate people.
• Able to work under pressure in a dynamic and fast-paced environment.
• Able to meet required deadlines. Result oriented.
• With demonstrated flexibility in meeting the demands of the business.
• Good analytical and decision-making skills.
• Solution-oriented and has good attention to detail.
• Good analytical and decision-making skills.
• Stakeholder management skills
• Proficient in English communications (written and spoken).
• Able to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills.