To actively be part of a dynamic team in the day-to-day running of Menzies RAS at Karachi. Your duties will include coordinating and allocating staff and resources to fulfill our service standards for our customer airlines. You will be responsible for ensuring that our ground handling is delivered safely on time and consistently in line with the services level agreements set for both on-time and station performance. You will be responsible for leading a team of Passenger Service Team.

Main Accountabilities and Duties: 

• Manage and develop a consistent process for the effective utilization of staff.
• Minimize staff turnover and sickness through effective management systems.
• Deliver regular team briefings
• Arrange duty timings and rosters; update and rearrange as needed. Ensure the Company attendance system is up to date with all changes.
• Ensure effective and efficient labour utilization, whilst also actively controlling all station resources activities.
• Assess manpower and resources in the department; suggest solutions and assist in recruiting process.
• To ensure consistent comprehensive practices are in place for the management of all aspects of the company handbook e.g. disciplinary, absence and grievances
• Ensure all staff are fully updated and informed of all operational issues, company updates and station operational notices
• Ensure that all staff are fully trained in line with our Airline operating procedures and comply with government and industry directives.
• To ensure all passengers are kept updated and informed during any delay or disruption.
• To ensure all passengers requiring assistance are dealt with in an efficient and professional way.
• Accountable to meet all on time performance targets set by the Airline.
• To monitor content, timing, clarity and consistency of passenger announcements.
• To ensure check-in queues and check-in times are kept to a minimum, in line with the SLA’s and that it is monitored for continual improvements.
• Conducting staff performance and probationary reviews in line with Company Policies and Procedures
• Safeguard the health, safety and welfare of staff, customers and other visitors in compliance with the Company’s Health and Safety Policy.
• Ensure that all staff fully understand that safety is the number one priority for the company
• Create and sustain a safe working environment and culture.
• Continually challenge existing practices to create improvements in all areas.

Ensuring that daily audits take place in all areas of the operation including but not limited to:

• Service level agreements
• Product delivery
• Safety/Equipment
• Uniform standards
• Customer service delivery
• To manage immigration violations through training, process and investigation to reduce cost.
• Increase excess baggage and other ancillary revenues.
• Manage any day-to-day operation incidents- disruption management.
• To ensure continuous reduction in overtime costs.
• Build good working relationships with third-party providers and other stakeholders which include Immigration, PCAA and others.
• In the event of an emergency provide effective leadership throughout the operation, and ensure all staff are fully briefed of their responsibilities during such an event.
• To lead by example, strictly following correct airline and company procedures, demonstrating excellent customer service skills and promoting safe work practices.
• Ensure all company and airline training are completed on time for yourself and your team.
• Report all related delays during shift, giving full and accurate details.
• Engage with MORSE and follow the code of principles.
• Any other reasonable duty as requested.

Fully comply with all Company policies including.

• Health and Safety
• Training
• Equal Opportunities
• Harassment
• Data Protection
• IT and Social Networking

 Key Skills, Qualifications, and Experience:

• Must be able to demonstrate supervisory experience in a customer service role
• Experience of ground handling practices including detailed knowledge of Passenger Services
• A minimum of 5 years of management / supervisory experience in the Passenger Services environment.
• Excellent people and communication skills
• Excellent leadership skills
• Ability to communicate successfully at all levels, whilst leading and motivating a growing workforce
• A track record of delivering against key performance targets
• Ability to drive through policies and procedures