Manager, Baggage Services

Company description:

About Us

Headquartered in Singapore, SATS Ltd. is one of the world's largest providers of air cargo handling services and Asia's leading airline caterer. SATS Gateway Services provides airfreight and ground handling services including passenger services, ramp and baggage handling, aviation security services, aircraft cleaning and aviation laundry. SATS Food Solutions serves airlines and institutions, and operates central kitchens with large-scale food production and distribution capabilities for a wide range of cuisines.

SATS is present in the Asia-Pacific, the Americas, Europe, the Middle East and Africa, powering an interconnected world of trade, travel and taste. Following the acquisition of Worldwide Flight Services (WFS) in 2023, the combined SATS and WFS network operates over 215 stations in 27 countries. These cover trade routes responsible for more than 50% of global air cargo volume. SATS has been listed on the Singapore Exchange since May 2000. For more information, please visit

Why Join Us

At SATS, 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 SATS.

Job description:

Key Responsibilities

• Responsible for the management of smooth and safe operations for Arrival Offloading Services, Departure & Interline Operations in T1 and the Baggage towing Team.
• To ensure that a high standard of service is provided, and airlines' requirements are met.
• Establishes good rapport with airline clients, understand their needs and problems, and provide a better service to them
• Oversees manpower planning particularly in ensuring adequate, competent and motivated staff are available to provide efficient operations in the assigned areas whilst ensuring staff overtime is managed within regulatory and/or department limits.
• To work closely with Airlines (where applicable), Technology and DNA team to digitalise processes to drive productivity and improve Customer satisfaction
• Identify trends in complaints received and take appropriate actions to address these with a view of reducing complaints and increasing compliments
• Manage support equipment (GSE, HHTs etc), to ensure a high serviceability rate
• Work with Baggage Resource Planner to develop relevant training curriculum and content delivery which will enhance Baggage Services staff knowledge and enable staff upskilling for consistent service excellence
• Drive change management and quality improvement projects towards the purpose of building strong teams to deliver quality customer experience in Baggage Services
• Ensure that the Quality Management System complies with the requirements of ISO 9001
• To work on any other tasks/projects related to Baggage operations as assigned by HBS

Key Requirements

• Degree in any relevant field of studies can be considered.
• With 5 years or more working experience, preferable in Ground Handling and/or Airline related fields.
• Driven to demonstrate commitment to delivering services at a consistently high standard.
• Team-player able to work independently with excellent problem solving, interpersonal, coaching, instructional, analytical and writing skills.