Airline Support Manager (ASM)

Role: Responsible for the strategic partnerships of customer airlines, staff and airport development, project & performance management, along with oversight of daily handling of assigned customer portfolio, by ensuring SHP resources are distributed seamlessly and efficiently across all operational departments (Passenger Services, Ramp Operations, Baggage and Transport, and Station/Load Control Departments).

Rules: As per Sky Handling Partner Employment Contract, Company policy and procedures.

Reporting to: Station Operations Manager

Location: Dublin Airport

Key Areas of Responsibility

1. Key Account & Strategic Management

· Relationship Management: Act as the primary liaison for assigned airline customers, attending scheduled management meetings and addressing queries or Service Level Agreement (SLA) concerns in a timely manner.

· SLA Compliance: Continuously monitor airline operations to ensure they meet agreed-upon KPIs. Distribute performance statistics and maintain oversight even in your absence by coordinating with Duty Managers.

· Project Leadership: Lead new business initiatives, including the coordination of new airline start-ups, route launches, and specialised airport development projects.

· Conflict Resolution: Proactively identify and implement solutions for operational issues by collaborating with OPAS and Department Managers.

2. Operational Leadership & Aircraft Turnaround

· Turnaround Oversight: Drive the flight turnaround process from front-of-house check-in to aircraft departure. Ensure active involvement in pre-planning and staff assignments.

· Inter-Departmental Coordination: Facilitate real-time communication between critical roles (FTC, Head Loaders, and Boarding Lead Agents) to guarantee a safe and timely departure.

· Resource Optimization: Monitor and control the internal usage of Ground Support Equipment (GSE) and ensure SHP resources are distributed seamlessly across all departments.

· Disruption Management: Lead the response to operational disruptions through ongoing communication with Ramp Control, Baggage Hall Supervisors, and Station Duty Managers.

3. Safety, Quality & Compliance

· Auditing: Collaborate with the Compliance and Safety teams to conduct regular audits, assess findings, and monitor the progress of implementation plans.

· Non-Conformance: Perform turnaround safety audits and ensure all non-conformances are documented, followed up, and closed within agreed timeframes.

· Emergency Response: Serve as a key coordinator during aircraft emergencies, activating procedures as detailed in the Emergency Response Manual and liaising with ACS.

· Regulatory Adherence: Ensure all airport directives, regulatory requirements, and customer-specific safety procedures are strictly adhered to by all staff.

4. People Management & Development

· Mentorship: Support and mentor new recruits, ensuring they are fully briefed on key account requirements and the specific "product" expectations of each airline.

· Performance Monitoring: Track staff attendance, conduct, and capability on daily shifts. Issue factual reports regarding any incidents or non-compliance through the company’s systems.

· Training & Certification: Ensure all personnel operating under your portfolio hold the necessary training and certifications required for their specific functions.

· Communication: Maintain open channels with Department Managers to highlight concerns regarding staff morale or issues that could impact SHP’s reputation.

5. Reporting & Analysis

· Performance Reporting: Record and compile detailed daily feedback reports. Provide analysis on on-time performance (OTP) and clarify service deficiencies or delays.

· System Integrity: Utilise IT systems (such as SkyLynx and GSE tracking) to document delay statements (SOR), incident reports, and accident findings.

· Safety Documentation: Ensure all accidents/incidents are recorded in the Safety Management System, ensuring relevant medical assistance and follow-up are arranged immediately.

Requirements & Key Performance Indicators

• · Experience: Minimum of 5 years of experience in aviation operations, specifically held at a Duty Manager or Senior Supervisor level.
• · Operational Excellence: Demonstrated ability to manage complex logistics in a high-pressure environment.
• · Safety Advocacy: An exemplar attitude toward safety and security with acute situational awareness.
• · Communication: Excellent interpersonal skills with the ability to influence stakeholders and mentor staff.
• · Detail Orientation: Precise record-keeping and analytical skills for performance reporting and auditing.
• · Flexibility: Willingness to work unsocial hours as required by the 24/7 nature of airport operations.
• · Technical Literacy: Essential proficiency in aviation-specific software (e.g., SkyLynx) and standard office suites.

Salary: DOE