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... Duty Manager - Passenger Services 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