Head of Customer Services

Summary

The Head of Customer Services is responsible for leading and directing the Customer Services Department, ensuring that tactical and proactive plans are implemented to deliver the set objectives.

Duties and Responsibilities

Develop and deliver optimal standards of service delivery to all customer airlines and other departments. Ensure that service delivery levels meet or exceed internal objectives as well as targets agreed with airline customers in accordance with individual Service Level Agreements (SLAs)

Deliver cost effective services within agreed budget. Monitor and control costs through effective resource management of staff, equipment, and facilities. Identify and exploit revenue opportunities. Continually review and adjust expenditure to meet fluctuations in demand to deliver savings against budget and forecasts

Ensure the safety of staff, equipment, and facilities in accordance with corporate, local, and international standards

Develop and maintain own department continuity plans including dnata Crisis Management Plan, Business Continuity Plan and Evacuation Plan. Continual review and adjustment of the plan to accommodate change

Ensure staff are trained and equipped with the resources needed to carry out their duties and to perform at a consistently high level to meet Service Level Agreements (SLAs) of the customer airlines. Maintain proficiencies through a program of refresher training and audit

Represent Company as directed as a stakeholder at Changi Airport consultative committees and other external bodies. Develop and promote dnata Singapore’s image and brand through both internal and external communications

Responsible for the formulation of departmental plans. Proactively recommend tactical and proactive plans short to medium term (6 months - 2 years) with contingencies aligned to the overall divisional and corporate strategy

Drive innovative solutions through team creativity and ensure a collaborative approach with other departments. Utilise Information Technology (IT) hardware and software solutions to provide improved service levels, efficiency gains, and cost savings for the department

Control and track the use of outsourced labour to ensure the most efficient and cost-effective use of in-sourced / outsourced labour of specific projects

Ensure compliance with all workplace safety, security, and health policies and procedures

Requirements

Minimum Degree or Diploma from a recognized tertiary institution

Minimum 10 years’ relevant industry experience, with a demonstrable sound knowledge of airport operations and customer service with an airline, airport, or ground handling company

Minimum 5 years in a management or leadership role