Job TitleDuty Manager Passenger Services
Reports ToAssistant Manager Passenger Services
DivisionAeroDarat Services
DepartmentADS - Passenger Services
Role PurposeResponsible to administer the operations of passenger services at KLIA to ensure services rendered meets customer and in line with company standards and requirements and to perform administration function in maintaining sufficient and efficient work force.
Key Accountabilities1. Maintain highest level of safety and security in all aspects of passenger operations’ activities in accordance to company standards and procedures
2. Enforce compliance to set- standards through high productivity and efficiency to all Supervisors and Officers. Monitor and evaluate the performance of resources including new intakes, vendors, part-timers and to escalate non-conformance to management for follow up and improvement.
3. Authorize, monitor and control all related claims/ payment / for denied boarding compensations/staff overtime and meals, in accordance to company CAAP and standards and procedures.
4. Work closely with Hub Control Centre. Plan and coordinate for the day’s flights, anticipating potential problematic areas and prepare for appropriate mitigation measures.
5. Monitor operations performance in accordance to the company KPI
Qualification & ExperienceDegree in any related field with at least 2 years in relevant Ground Handling experince or SPM/SPMV with at least 7 years in relevant Ground Handling experince
Skills & KnowledgeCustomer management skill to manage customer and relevant stake holders
Communication & Negotiations skills to manage customer and relevant stake holders
Leadership qualaties and is able to manage a large work force
Ground handling operation experince & SLA management
Key Challenges1. Optimize resources for the day
2. Manage customer expectations
