Role Purpose Statement:
Under the general direction and guidance of the Director of Operations, the Manager Ground Services is responsible for leading and managing all aspects of ground operations, ensuring safety, efficiency, and exceptional service quality. This role provides a seamless and secure experience for passengers and optimizing operational excellence.
Key Accountabilities/Responsibilities:
Implement and maintain stringent ramp safety procedures, while ensuring adherence to aviation regulations including facilitation, safety and security, industry best practices, and Jambojet’s standards for the safety of both personnel and aircraft.
Implement the Ground Operations strategy at the station levels and provide leadership on insights into customer demands and operational constraints.
Oversee comprehensive ground handling services encompassing aircraft turnaround, baggage handling, and passenger services, ensuring timely departures and arrivals.
Develop, maintain, and regularly test emergency response plans for ground operations, which includes conducting drills, training, and ensuring consistent application of the Local Emergency Response Procedures Plan.
Proactively coordinate responses to any on-ground emergencies, prioritizing passenger safety and minimizing operational interruptions.
Efficiently allocate and optimize ground resources — manpower, equipment, and facilities — to cater to operational demands, ensuring optimal productivity with a motivated and well- trained workforce.
Maintain high standards of customer service consistently across all ground service and operational areas, including Cargo, Ramp, and Passenger Services.
Supervise comprehensive passenger services from check-in to boarding, while also providing specialized assistance for passengers with unique needs like disabilities or unaccompanied minors.
Assess and manage relationships with third-party ground service vendors, ensuring alignment with service level agreements, contract adherence, and high-quality service provision.
Foster effective collaborations with airport authorities, air traffic control, and other essential stakeholders, ensuring seamless ground operations.
Manage financial resources prudently, staying within the allocated budget while identifying and implementing cost-saving measures without compromising service or safety.
Guarantee the upkeep and readiness of ground support equipment to facilitate uninterrupted operations.
Oversee the reporting of safety-related incidents, facilitate investigations, address audit non- compliance by determining root causes, and take prompt corrective actions.
Actively contribute to Jambojet’s product development, with a particular focus on elevating ground services.
Implement quality assurance processes, analyze performance metrics, data, and reports related to ground services and operations to ensure high standards are maintained.
Lead, mentor, and manage team members to foster a cohesive team and achieve objectives.
Know-how:
Technical Knowledge: Comprehensive understanding of airport operations and ground services.
Management Skills: Strong leadership and team coordination and resource optimization.
Human Relations Skills: Excellent communication and interpersonal skills. Ability to foster collaboration and team cohesion.
Specialized Knowledge: Knowledge in ground handling procedures, safety regulations, and airport operations to ensure efficient and safe ground services.
Problem-Solving:
Thinking Environment: Navigate high-pressure scenarios and handle operational challenges such as flight delays, equipment issues, and personnel shortages efficiently, especially during peak travel times.
Thinking Challenge: Ability to identify and promptly address operational bottlenecks, mediate conflicts, manage customer complaints, and devise innovative solutions for enhancing operations.
Accountability
Freedom to Act: Autonomy in daily operational decisions, with a requirement to escalate significant matters. Empowerment to implement new processes or changes for operational improvement.
Magnitude: Oversee the entirety of ground operations, directly affecting the experiences of passengers.
Impact of Decisions: Decisions have direct implications for passenger safety, satisfaction, and overall ground operations efficiency.
Qualifications:
Education: Minimum of a Bachelor’s degree in Aviation Management or a related field from a recognized university.
Experience: Minimum of 5 years of experience in a dynamic ground services operations environment.
Certifications: Relevant industry certifications. Membership to professional bodies is an added advantage.
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