THE SWISSPORT PROFILE Swissport is the world's largest provider of ground and cargo handling services in the aviation industry. The company provides services on behalf of some 835 client-companies and handles around 230 million passengers and 3.9 million flights (movements) per year. The company operates around 120 warehouses and moves approx. 4.1 million tonnes of cargo. With a workforce of around 61,000 personnel, Swissport is active at more than 280 stations in 48 countries across five continents, and generates annual consolidated operating revenue of CHF 3.0 billion. MISSION STATEMENT: To provide the aviation industry with consistent and tailor- made solutions around the globe, for a better customer experience. In order to achieve the goal of our mission, Swissport is focused on consolidating and strengthening our market position to ensure we are constantly driving industry innovation in key areas such as service, quality and reliability. Swissport is a people-focused organisation - without our people we simply cannot meet our goals and achieve our vision. As such, we focus on the principles of sustainability and compliance, living by the "Three Ps”: People Professionalism Partnership The ongoing professional development of the people within the Swissport family ensures that: We show respect towards our people and their values; we do not compromise on safety and work with enthusiasm and enjoyment. We are pioneers; working constantly on achieving sustainable results, we creatively explore new options and improved solutions. Continually striving to exceed the expectations of our clients and our commitments, we deliver excellent service; in any place at any time. GEOGRAPHICAL SCOPE OF OPERATIONS Swissport currently operates in 48 countries. BUSINESS POLICY Swissport is recognized as the benchmark in terms of value for money, customer dedication, and cost management. The company has established a global reputation for being a valued business partner, not only because of its financial resources and modern ground support equipment, but also due to its intangible assets, particularly management expertise and a brand name that stands for superior quality.We are seeking a professional with proven track record in duty management with aviation services with a service delivery orientation that will lead, motivate, engage and inspire all staff across multiple teams to ensure the delivery of great customer experiences in line with Swissport formula. Main Responsibilities Plan and deploy resources to ensure that we are collectively successful by producing daily allocations in line with customers and operations requirements Ensure available resources are used to the optimum level (monitor and control overtime payments within targeted budgets) Supervise/control and follow up staff attendance and absences Lead the team to ensure we deliver consistently great customer experiences at every touchpoint Responsible for the disciplinary process of the team Support and identify training needs and coordinate with training department Responsible for performance monitoring, coaching and developing the team Create and maintain a progressive, open feedback culture by managing the performance of employees Ensure senior management is informed of critical issues such as flight irregularity, safety accidents in a timely manner Maintain, monitor and report on agreed key performance indicators (KPI's) using all available tools and systems. Resolve all customer service challenges in a timely manner Ensure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experience Maintain and control activities to ensure work safety, health and environmental protection within the area of responsibility Initiate investigations on irregularities, accidents or complaints as per our standard reporting requirements Manage and contribute towards change within the operational environment Ensure deployment of the Corporate QHSE Manual Qualifications and Competencies 5 years' experience in Passenger Services in Aviation with 3 years leading a team in customer services Working knowledge of DCS systems Leadership and people management skills Problem solving and decision-making