Passenger Services Manager
vor 3 Wochen
Add expected salary to your profile for insights
People. Passion. Pride. This is what has driven our teams since 1833.
Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 202 locations in over 34 countries, across six continents. But at the heart of our business is our people. If you are seeking a role with opportunities to learn and develop, this could be the beginning of an exciting journey.
We have an exciting opportunity for an experienced & results driven individual to join our Brisbane Team on a permanent full-time basis as Passenger Services Manager.
The Passenger Services Manager is directly responsible and accountable for managing the functional activities. This includes customer service operations, safety, resource management, operation standards, policy implementation, client relations, and the financial performance of the Passenger Services Department so it operates as an autonomous profit centre within the approved budget.
This position will provide leadership to staff and be responsible for implementing and driving strategy within your area of control. In addition, there will be opportunities for coverage of the Brisbane ground handling station so it will be essential for you to develop your knowledge across ramp operations and other areas to adequately meet coverage requirements.
This individual must adhere to Menzies Aviation uniform guidelines and codes of conduct.
Main accountabilities include:
- Demonstrated experience in aviation and/or ground handling.
- Provide leadership for all staff involved in the delivery of passenger services.
- Deliver a robust and financially viable operational plan and ensure its implementation through the local teams.
- Ensure the development of products, processes and behaviours that will deliver great service at the right price while controlling costs.
- Provide safe and secure operations for our customers and our staff.
- Deliver the Menzies brand promise locally within the allocated budget.
- Develop and maintain strong relationships with local partners, government agencies and local industry representatives to maximise business potential and provide a stable trading environment.
- Set and ensure operational procedures achieve quality and performance standards.
- Maximise service delivery while constantly managing costs to maximise profitability.
- Meet ground handling service performance objectives by monitoring, reporting and follow-up of actual performance.
- Planning and implementation of manpower requirements and training needs.
- Assess staff performance, conduct and coordinate appraisals and deal with any disciplinary issues that may arise.
- Development of an efficient, customer-focused and industrially stable workforce, based on a strategy of staff involvement, accountability, development and teamwork.
- Maintain a strong knowledge and understanding of Industrial Relations and applicable Industrial Instruments.
- Ensure client ground handling standards are consistently met.
- Maintain a high standard of presentation for Menzies Aviation.
- Establish and maintain relationships with sub-contractors and monitor their performance.
- Control resource and cost allocation within budgetary restraints.
- Responsible for day-to-day operational performance, safety, security and customer satisfaction through effective support and management of delivery areas.
Qualifications and Experience:
- Proven capabilities in successfully building and managing efficient and cohesive teams.
- Management experience in the Airport Ground Handling business with a proven track record in managing a business unit.
- Possess 3-5 years of aviation industry experience with sound knowledge of passenger operations and procedures.
- Ability to handle challenging situations with tact and diplomacy.
- Demonstrated ability to work with a diverse group of stakeholders.
- Excellent interpersonal, verbal and written communication skills.
- Experience in dealing with and managing HR issues.
- High level leadership and managerial abilities.
- Apply a detailed knowledge of company policies and procedures.
- Ability to interpret EBA's and demonstrate understanding of IR legislation.
- Organizing and planning skills, with the ability and initiative to react effectively and quickly to unexpected circumstances.
- High level attention to detail.
- Exceptional level of customer service delivery.
- Strong work ethic and positive attitude.
- Ability to obtain an ASIC pass and an airside driver's licence.
Your application will include the following questions:
- Which of the following statements best describes your right to work in Australia?
- How many years' experience do you have as a service manager?
- How many years of people management experience do you have?
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