Duty Manager

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Job Location: Terminal 4

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About Us

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.

Job Description:
About Us

GTRSG is the Singapore branch of an exciting joint venture company between SATS Ltd and Air Asia. Bringing together the expertise of SATS and the innovation of Air Asia, this young and dynamic ground handling company provides seamless check-in and boarding, baggage services and aircraft handling experiences at Changi Airport terminal 4. We strive to improve the productivity of our personnel, enhancing service level, with a strong emphasis on maintaining high safety standards.

Why Join Us

At GTRSG, people are our greatest asset and we build our success on the knowledge, expertise and performance of every contributor, by embracing diversity and uniqueness. As part of our holistic approach and commitment to embracing FAM (Fulfilling, Appreciated, Meaningful) in the workplace, we offer the runway to develop Fulfilling careers that foster your career growth, recognising and Appreciating the strength of talent and capabilities that we continue to build internally; and inspiring and encouraging each other to make Meaningful contributions in the work we do at GTRSG.

Key Responsibilities

Duties & Responsibilities:
Take charge of the various work areas in Passenger Services operations. Broad daily duties include:

Oversee flight handling for airlines.

Ensure close liaison with Airline Relations Manager on all matters pertaining to the smooth operations and attend to investigations and complaints raised by the airlines or their passengers through the Airline Relations Manager.

Account handling for airlines to ensure client satisfaction, to include:

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 service standards to ensure compliance and achievement of such standards.

Take charge of assigned areas of work in operations. This includes:

Lead and motivate operational staff to carry out their duties according to the requirements of the airlines.

Monitor staff performance.

Carry out investigations relating to discrepancies, lapses and errors.

Brief all staff on new instructions and requirements.

Ensure that all staff complies with company regulations and maintain overall discipline.

Plan and monitor staff deployment to ensure smooth operations.

Oversee special handling requirements (MAAS, VIP, etc.) to ensure smooth handling.

Attend to passengers who require special assistance.

In compliance with Personal Data Protection Commission’s regulations, ensure that all flight related printout, documents or forms containing passenger(s)’ names and other information is not made accessible to public which may result to leakage of passenger’s personal data. These forms should be disposed into the document disposal waste bins (Super 800) designated at the operations office.

Meet KPIs as follows:
CAG Check-In Surveys

CAG Transfer Check-In Surveys

CAG BCP Surveys

CAG Soft Skills Surveys

Service Level Agreements (SLAs) With Airlines

Flight Delays

Complaints And Compliments

Visa Violations

Other standards as agreed with the airlines

Take charge of the safety aspect of work in operations. This includes:

Ensure operational staff are in compliance to workplace’s safety and health procedures, and handling requirements.

Does not perform wilful or reckless acts, or conducts one-self in manner that endangers one oneself and colleagues

Ensure safety devices installed at the workplace are not tampered with

Report unsafe work conditions, behaviours and workplace incidents (regardless of whether an injury has taken place)

Provide suggestions to improve safety and health at work

Station Management

Represent Carriers on station management and aviation security matters

Attend local airport meetings on behalf of the Carrier, liaise with regulatory agencies and airport stakeholders

Act as the primary local point of contact for regulatory and security-related matters including Not-To-Land passengers handling

Maintain regular communication with the Carrier’s headquarters through designated Chinese messaging applications and other approved communication channels

Any other duties as assigned in the course of work.

Key Requirements

Key Attributes:
Able to converse and type in Chinese

Leadership and management of a large team of ground staff, to lead, motivate, guide and support team members under pressure and maintain high morale

Confident in delegating tasks and holding the team members responsible to produce results

Commitment to seeing tasks through and to delivering exceptional service to passengers in a fast-paced environment

Ability to multi-task and juggle supervision and oversight over several streams of operational flows

Strong operational understanding

Assists to push the agenda of promoting safety, security and compliance to standard operating procedures

Ability to take charge of situations and make quick decisions responsibly

Able to lead a team effectively

Clear, concise, professional, confident and highly conversant in communications

Able to take charge of situations and make quick decisions responsibly

Able to help push forward and promote benefits of initiatives rolled out by management

Have the drive to learn and able to take rotating shift work

Able to perform rotating shift work including weekends and public holidays

Customer Oriented and a good team player

Comfortable with using computer, including use of Microsoft Excel, Word, and Powerpoint

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