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Duty Manager

3 weeks ago

Singapore GTRSG PTE. LTD. Full time

**JOB DESCRIPTION**

Job title: Duty Manager (PAX)

Reporting to: PAX Manager (HOD)

Grade: GE 5

**Overall Responsibilities**:
Reporting to the PAX Manager (HOD), you are responsible for providing overall day to day supervision and creating a pleasant experience for passengers’ departure.

**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 ARM on all matters pertaining to the smooth operations and attend to investigations and complaints raised by the airlines or their passengers through the ARM. Take charge and direct staff on all aspects of customer service delivery and performance to airline customers and their passengers.
- Take charge of staff deployment / rostering
- 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 at operations
- Carry out investigations relating to discrepancies, lapses and errors and submit the full investigation reports to the respective ARM
- Brief all staff on new instructions and requirements
- Ensure that all staff complies with company regulations and maintain overall discipline (including 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
- Plan and monitor staff deployment to ensure smooth operations
- Attend to emergency situations including cash-related matters for AOG, DBC, etc
- 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 in leakage of passenger’s personal data
- Meet KPIs as follows:

- CAG GOEM Surveys
- SATS Biannual Airline Qualitative Surveys
- Service Level Agreements (SLAs) With Airlines
- Flight Delays
- Complaints and Compliments
- Visa Violations
- Other standards as agreed with the airlines.
- Any other duties as assigned during course of work

**Key Attributes**:

- Diploma holder or equivalent with at least 5 years in aviation service industry
- Able to perform rotating shift work including weekends and public holidays
- Customer Oriented and a good team leader
- Good computer skills (especially in Microsoft Words, Excel and Powerpoint)
- Able to converse and write in English confidently
- Excellent people management and communication skills
- Strong analytical and problem-solving skills