AIRPORT SERVICES MANAGER - ZURICH

• Manage and ensure a safe, efficient, cost effective and timely airport operation so that Emirates’ image, reputation and passenger service levels are maintained and enhanced, as per the criteria set forth by the Company’s commercial, safety and security policies, standards and procedures.  Ensure that appropriate action is taken for providing prompt service to Emirates passengers in all operational areas [Passenger Services, Ticket Desk and Lounge] to maintain, and where required, restore the goodwill and confidence of passengers facing various adverse situations (flight disruptions, denied boarding, etc.)  Ensure that Service Level Agreements, OTPs and EKAS KPIS are achieved in line with the company standards.     


• Implement and periodically review strategy to ensure that EK airport staff fulfil all procedures, standards and instructions as laid down in Airport Services Procedures.


• Achieve Ground Handling performance targets set by Airport Services, such as flight punctuality, check-in standards and baggage service standards, so that EK remains competitive.  This will be achieved through regular liaison with the management of Ground Handling Company and other service providers in order to identify problem areas and find solutions to them.


• Ensure that adequate measures are implemented and maintained in order to protect the safety and security of the whole operation including aircraft, passengers, cargo, baggage and all staff.  Monitor all aspects of the operation in order to achieve and maintain acceptable passenger service standards.


• Lead, guide and develop staff in order to ensure the maintenance of a disciplined, motivated work force, and adherence to passenger service and other operation standards.


• Perform all administrative duties in an accurate and timely manner, e.g. monthly reports, performance appraisals, baggage claim settlements, invoice verification, general correspondence, and complaint investigation and highlight areas of potential problems, reoccurring discrepancies, service failures and provide recommendations for continuous improvement.


• Prepare and constantly review local procedures or Diversion/Delay Handling/Disruptions and Emergency Procedures for the reference of both EK staff and those of the Handling Agent.


• Check on the competency of both EK and Handling Agent staff in all areas on an ongoing basis, particularly Load Control where certification is required.


• Represent EK at appropriate official forums, i.e. AOC meetings, AOC sub-committees, and Working Group meetings, and liaise with government organizations i.e. Customs, Immigration, Transport Authorities, and Police.


• Develop and maintain excellent relationships with internal/external departments, Airport authorities, GHAs and other service providers and exercise personal influence to achieve the required end results for Emirates.


• Accountable for annual budgeting of revenue, expenses and capital expenditure. Within these parameters, provide a cost efficient service that best represents value for money.  Create dynamic measurement and reporting systems, for purposes of providing periodic reports on the operations.  Review overall performance of all areas in terms of costs, revenue, productivity, quality, safety and security.  Regularly analyze results with a view to pro-actively attending to emerging issues.


• Accountable person (Reporting Official) for Emergency Planning which includes maintaining the localized station ERP, training, exercising and lobbying for change or awareness amongst the airport community or internal stakeholders.


• The Airport Services Manager should be carrying out regular audits on the Ground Handling agencies to ensure the defined scope of regulation aspects of the role is maintained. The audit is to be conducted in accordance with a checklist provided by the EKAS Quality Assurance Manager and any findings and observations should be reported to EKAS Quality Assurance. Furthermore the ASM should conduct regular audit of all customer touch points and report any findings that are not in line with the company standard.


• Promote a continuously improving culture of Safety, with open reporting of Safety deficiencies, Human Factor issues and compliance with local laws to uphold the delivery   of safe and secure operations.


• Accountable for Passenger Service and Ground Operations Manual management. Ensure all controlled documentation is in compliance with Regulatory bodies, Quality Assurance, Safety and Brand standards.


• Maintain and account ULD stock at station as per allocation.


• The job holder is responsible for adhering to the relevant health and safety requirements and safe working practices applicable to their employment.

• Educated up to degree level or equivalent.


• A background in the airline industry with extensive experience at managerial level in airport operations.


• Experienced to an advanced level in Customer Services, Ground Operations, Baggage Claims, Reservations & Ticketing, and Weight and Balance.


• A strong awareness of systems, especially DCS, Reservations and Baggage Reconciliation and software packages used by the Company such as Word, Excel, etc.


• Conversant with Flight Planning and Cargo Operations.


• Proven ability in leading, motivating and developing staff.


• Must be able to work under pressure in an environment which requires a very high degree of initiative.


• Fluent in spoken and written English and German.

Information

• Applicants must have the legal right to live and work in Switzerland. The Company will not provide assistance with obtaining work permits.