Duty Manager

About the role

OverallResponsibilities: As a Duty Manager, you hold a position of highest seniority amongst our frontline staff.In this role, you will help to oversee daily airline flight operations, ensuring efficient flight handling, exceptional customer service, and compliance with airline and regulatory standards. This role involves managing staff performance, resolving incidents, and maintaining service quality through effective resource allocation and adherence to key performance indicators. In this role, you will assist to coordinate with various departments, both internal and external, to ensure all ground operations under your purview runs smoothly and efficiently. The Duty Manager also works closely with airlines to address operational issues, improve procedures, and uphold data protection regulations, contributing to a seamless passenger experience. Duties& Responsibilities: Take charge of the various work areas in Passenger Services operations. Broad daily duties include: 1. Oversee flight handling for airlines. 2. 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. 3. Account handling for airlines to ensure client satisfaction, to include: a. Ad-hoc airline meetings to resolve issues or complaints. b. Follow up with airlines and passengers on incidents to provide closure and recovery service if necessary. c. Review work procedures and solution implementations to improve service. d. Monitoring of SLAs and agreed service standards to ensure compliance and achievement of such standards. 4. Take charge of assigned areas of work in operations. This includes: a. Lead and motivate operational staff to carry out their duties according to the requirements of the airlines. b. Monitor staff performance. c. Carry out investigations relating to discrepancies, lapses and errors. d. Brief all staff on new instructions and requirements. e. Ensure that all staff complies with company regulations and maintain overall discipline. f. Plan and monitor staff deployment to ensure smooth operations. g. Oversee special handling requirements (MAAS,VIP, etc.) to ensure smooth handling. h. Attend to passengers who require special assistance. i. 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 (Super800) designated at the operations office. 5. Meet KPIs as follows: a. CAG Check-In Surveys b. CAG Transfer Check-In Surveys c. CAG BCP Surveys d. CAG Soft Skills Surveys e. Service Level Agreements (SLAs) With Airlines f. Flight Delays g. Complaints And Compliments h. Visa Violations i. Other standards as agreed with the airlines 6. Take charge of the safety aspect of work in operations. This includes: a. Ensure operational staff are in compliance to workplace's safety and health procedures, and handling requirements. b. Does not perform wilful or reckless acts, or conducts one-self in manner that endangers one oneself and colleagues c. Ensure safety devices installed at the workplace are not tampered with d. Report unsafe work conditions, behaviours and workplace incidents (regardless of whether an injury has taken place) e. Provide suggestions to improve safety and health at work 7. Station Management a. Represent Carriers on station management and aviation security matters b. Attend local airport meetings on behalf of the Carrier, liaise with regulatory agencies and airport stakeholders c. Act as the primary local point of Contact for regulatory and security-related matters including Not-To-Land passengers handling d. Maintain regular communication with the Carrier's headquarters through designated Chinese messaging applications and other approved communication channels 8. Any other duties as assigned in the course of work. KeyAttributes: - 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 - Abilityto take charge of situations and make quick decisions responsibly - Able to lead a team effectively - Clear, concise, professional, confide

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