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JOB DESCRIPTION
Job Title: Passenger Service Manager- Male' Airport
Company: British Airways Plc
Department: Customer Service Location: Male (MLE) Airport
Salary Package: To be discussed
Job Purpose
To manage entire BA turnaround operations to ensure all service and safety standards are met or exceeded. Instigate appropriate action when safety, security or customer service standards are compromised. Negotiate progressive improvement in customer facing processes through strategic and day-to-day liaison with suppliers.To coach and motivate the team and ensure that a passion for service is present at all times.
Dimensions
Manage a team of Customer Service Supervisors/TRCs
Interface with:
Government Authorities (e.g. Local and UK Immigration, Police, CAA, Embassies). Suppliers (e.g. GHA, GSA, Caterers, Refuellers).
Internal BA departments’ (e.g. Safety, Security and Finance Auditors, WWA, Ops Control, Commercial, Crew)
Principal Accountabilities
Simultaneously manage all day-to-day operational issues, including check-in, operations, safety and security, disruption handling and service recovery in accordance with corporate policy.
Be cognisant of and routinely promote the safety and security processes for each step of the aircraft turnaround. Ensure the correct practices are used. Be alert to potential threats and risks and instigate the appropriate course of action when safety and/or security has or is being compromised.
Proactively anticipate and circumvent disruption, delays or incidents e.g. weather, customer dissatisfaction, airport or civil infrastructure concerns.
Own and manage airport authority and supplier relationships on a daily basis and ensure that they deliver the products and services BA requires to perform effectively. Monitor and seek improvement to local Service Level Agreements. Performance- manages suppliers.
Remain fully qualified and licensed to lead shift teams. Maintain recency and up-to-date knowledge of operational issues/accountabilities. Should be able to perform TRC/CSS in a multi-functional team.
Provide focus on and develop customer handling procedures and performance. Hold regular meetings with service providers to extract highest possible delivery levels. Responsible for achievement of Customer Service Operational targets at airport including GPM, punctuality, baggage etc within agreed budget Manage SLA process and reviews.
Coach and train BA staff in soft and hard standards of customer interaction, products and brands, immigration fraud detection, denied boarding, profiling etc. Develop/train GHA staff where applicable.
Own the service style programme on station, engage, drive and support the training and actively encourage changes in behaviour/process.
Own Premium customer handling issues. Continuously seek differentiated product enhancements over competition and other cabins. Foster an environment that encourages customer loyalty at the airport.
Responsible for accurate updated LPMs, EU Ops Quality Management processes, security conformance and SOX Compliance in order to adhere to legal requirements. Accountable for successful safety/security/finance audits, both internal and external.
Own and manage local MHB processes on behalf of the station. Maintain regular communication with MEBs and support with local contingency during baggage disruption. Train and coach GHA staff to handle MHB situations as well as enlist cross-functional support at station level.
Accountable for the local arrivals product. Ensure timely activities and optimum representation. Seek and promote opportunities for premium differentiation and lobby airport authorities to drive improvement. Meet performance targets.
Own branding and marketing issues on behalf of the airport team. Cross-functional liaison. Lobby airport authorities to build on the BA brand, gain competitive advantage
Support the Airport Manager in preparing the preliminary airport annual budget, administer and manage airport business within the approved budget. Proactively seek opportunities to minimise airport costs (Cpwt) in line with International Customer Service policy and agreed variations driven by local conditions.
Own catering issues on behalf of the local station such as uplift and/or quality concerns. Caterer liaison and address any religious and cultural issues etc. Communicate concerns and issues to UK.
Own crewing processes and communications such as crew briefs, speedy and secure transfers between airport/hotel/airport. Responsible for crew administration and crew management liaison.
Manage BA or third-party lounge interests. Where applicable, control and regulate costs, usage, resourcing and catering provision. Achieve and seek to exceed GPM targets.
Implement customer service policy/process changes such as excess baggage, disability procedures, staff travel processes, customer activated check-in and compensation processes etc. Ensure training is arranged and delivered in a cost effective way. Responsible for ensuring policy/process changes in line with corporate standards on station through continuous review.
Ensure LPM is up-to-date pertaining to customer process/disruption procedures and consistent with the cluster. Ensure cross-functional engagement, to include conducting formal cross-functional reviews post disruption.
Detailed and extensive knowledge of both BA and Airport Authority Emergency Plans. Senior Reporting Official on station for delivery of contingency plans such as but not limited to EP, BCP and Delay & Disruption plans.
Be responsible for revenue collection/compensation streams such as excess baggage, DBC and ticket desk activity. Ensure SOX and Compcard procedures adhered to and collections are professionally executed. Address any shortfalls in GHA/GSA performance through appropriate channels e.g. Commercial. Understand, communicate and coach staff on EU and corporate compensation policies as necessary (baggage and customer).
Monitor externally observable competitor activity without breaching the spirit or wording of anti-competition laws or regulations. Feedback to Area Customer Service and Commercial team.
Own systems/IT issues. Co-ordinate DCS and system upgrades. Liaise with GHA/SITA/BA to achieve resolution of performance/cost concerns.
Drive e-systems development on station (OLCI, MMB, OBP). Actively seek opportunities to increase usage. Ensure CS staff fully up to date and trained
Establish and maintain excellent relationships with colleagues from other airlines expressly to facilitate mutual assistance in times of disruption and crisis.
Communicate business and commercial information to the BA team and relevant suppliers as appropriate. Update the local commercial and cargo teams with matters relating to Customer services.
Performance-manage assigned BA team members. Performance-manage in a meaningful way that recognises, rewards and motivates.
Establish effective links with Head Office key interface departments and local network for day-to-day operational issues.
Job Specific Capabilities And Experience
Skills (practised capability/behaviour)
- Influencing and negotiating skills to represent and promote BA’s best interests
- Crisis Management under extreme pressure
- Clear communication style
- Passion for Customer Service
- Prioritising skills
- Experienced people manager.
- Good interpersonal skills
- Energetic, resilient and willing to challenge
- IT literate
- Problem solving skills
Essential Qualifications (Academic/vocational)
- Minimum 3 years experience of airport operations and passenger interface.
Experience (On the job)
- Has managed in a culturally diverse environment.
- Effective and experienced people Manager.
- Evidence of change management.
Expertise (Specialist knowledge)
- Operational background specifically covering safety and compliance fields
- Experience of both industry and local regulatory and legal requirements and has managed conflicting priorities.
- Exposure to customer facing operations, crisis management and disruption handling.
Last date of application - 1st August –09
Please send your application to:[email protected]
