Operations Manager

Job Detail

The manager must also conduct daily walkthroughs in Check-in Reception and to ensure that team leaders ("TLs") and PROs are carrying out their responsibilities as intended. Address complaints and key concerns that affect staff morale and performance. Work with diverse groups of stakeholders to meet their multicultural needs. Analyse customers' needs to change products and services. Analyse new schedules for airlines and determine if they affect manpower requirements. Approve corrective measures and prioritise areas for implementation. Build relationships with key organisational influencers and industry peers to promote the organisation. Conduct interviews and make hiring decisions. Consult with airline customers to establish policies and guidelines on customer service delivery. Develop Standard Operating Procedures (SOPs) for handling dissatisfied customers. Develop overall customer services strategies and long-term plans. Develop partnerships with airport agencies, authorities, customers, or vendors. Develop policies to ensure high service levels with the implementation of self-service systems, equipment, and facilities. Develop staff through capability development and coaching. Develop systems to monitor if safety or security standards are followed. Identify possible safety or security risks and develop plans to avoid them. Lead continuous improvement projects to improve work safety or security. Lead organisational change management. Propose initiatives to enhance work productivity and innovation. Recommend new products and services to customers. Study staff turnover rates to develop manpower forecasts.