Duty Manager, Passenger Services - Generous Compensation

About SATS Ltd.

SATS is Asia's leading provider of food solutions and gateway services. Using innovative food technologies and resilient supply chains, we create tasty, quality food in sustainable ways for airlines, foodservice chains, retailers and institutions. With heartfelt service and advanced technology, we connect people, businesses and communities seamlessly through our comprehensive gateway services for customers such as airlines, cruise lines, freight forwarders, postal services and eCommerce companies.

Fulfilling our purpose to feed and connect communities, SATS delights customers in over 55 locations and 14 countries across the Asia Pacific, UK, and the Middle East. SATS has been listed on the Singapore Exchange since May 2000. For more information, please visit www.sats.com.sg.

Nature of Duties and Responsibilities

• Take charge of the various work areas in Passenger Services operations. Daily duties include:
• Oversee flight handling for airlines
• Ensure close liaison with Airline Relations Manager on all matters pertaining to operations
• Takes charge and direct staff on all aspects of customer service delivery and performance to airline customers and their passengers
• Submit daily handling reports to Airline Relations Managers/Manager/Senior Manager
• Account handling for airlines. This includes:
• ad-hoc airline meetings to resolve issues or complaints
• Follow up with airlines and passengers on incidents to provide closure and recovery service, if necessary
• Review work procedures and solution implementations to improve service
• Monitoring of SLAs and agreed serviced standards to ensure compliance
• Take charge of assigned areas of work in operations. This includes:
• Ensure that all airline standards, requirements and guidelines are achieved on a consistent and regular basis
• Monitor performance of staff at Operations
• Investigate daily complaints, mishandling and operational lapses and submit the full investigation reports to the respective ARM
• Brief all staff on new instructions and requirements (include staff decorum and grooming)
• Ensure that SOP and security directives are adhered to by staff and to provide feedback and recommendations for improvement or modification
• Conduct daily reviews with respective Passenger Service Specialist to ensure manning levels and other resources are deployed efficiently
• Ensure sufficient resources are deployed for delayed and exception flight handling. Take a leadership role.
• Attend to emergency situations including cash-related matters for AOG, DBC, etc
• Oversee special handling requirements (VIP, etc) to ensure smooth handling
• Operating KPIs – documents/visa infringements, flight delays, security lapses, etc.
• Any other duties as assigned during course of work