Manager Service Compliance

Develop service standards for consistent and compliant airport service delivery through effective policies and procedures. Lead and manage the ongoing design and development of communication platforms across all passenger handling touchpoints.

Define, develop, and deliver immediate, medium, and long-term service and productivity benefits through effective use of passenger departure control, self-service, and baggage systems for all global airport operations.

Develop frontline capability through process design and ensure alignment with applicable corporate and regulatory standards, targeting safe, secure, and compliant airport guest handling operations.

Accountabilities

• Manage multiple strands of the Airport Guest Services team structure, ensuring that departmental output is aligned with the needs of the business.
• Oversee compliance of documented and proposed procedures with regulatory and company policies, via the Ground Operations Manual (GOM), Guest Services Manual (GSM) and related process documentation.
• Manage core passenger departure control systems and Baggage Systems for passenger operations, ensuring functionality supports all aspects of operations at global airports, hub operations, disruption management and flight control.
• Ensure system compliance with internal and external governmental and regulatory parties for policies, processes and procedures with enforcement, managing control of system changes and enhancements to protect operations and compliance.
• Budget responsibility for Airport operational and self-service systems including both system development CAPEX as well as on the day, operational expenditure (OPEX).
• Translate the Guest Experience vision to meaningful standards at each airport touchpoint.
• Represent Airport Services during product development, new projects, initiatives, and operational change programs.
• Make day-to-day operational decisions to manage and mitigate operational safety and security-related risks, through effective evaluation and decision-making based on conditions, hazards, and threats.
• Escalate medium or higher-level risks to appropriate senior management or executive level personnel.
• Demonstrate knowledge and capability during exercising of oversight and tasks / duties, maintain awareness of responsibilities and the relationship of tasks / duties to the integrity of the operation as a whole.

Education & Experience

• Minimum 8 years relevant experience in airline or ground handling operations (in a passenger services function), with at least 3 of these years were in a supervisory / management capacity.
• Experience in writing airline / ground operations policy, procedure, or training.