Manager, Baggage Services (Interline)

Job Detail

Lead and oversee Interline Operations and the Baggage Expediting Team (BET) to ensure all service requirements and Service Level Agreements (SLAs) stipulated by Singapore Airlines (SQ) are consistently achieved. Ensure timely and accurate responses to queries and complaint letters relating to transfer baggage mishandling. Conduct thorough investigations into baggage mishandling cases attributed to SATS and raise disputes where findings indicate responsibility does not lie with SATS. Analyse, consolidate, and review baggage performance statistics to identify trends and operational gaps, and implement appropriate measures to minimise baggage mishandling. Monitor daily operations to ensure full compliance with safety rules, procedures, and regulatory requirements, and address any non-compliance promptly. Ensure close monitoring and smooth handling of baggage connections, particularly for high-profile, critical, or tight-connection flights. Report, investigate, and follow up on all incidents related to Baggage Hub operations, ensuring corrective actions are implemented where necessary. Build and maintain strong working relationships with SQ stakeholders to better understand their operational needs and service expectations, with the aim of enhancing service delivery. Perform any other duties as assigned by the Head, Baggage Services in support of operational and organisational objectives.