Customer Service Duty Manager Singapore

1 month ago


Singapur, Singapore British Airways Full time

We know that every British Airways colleague is on their own, original journey.

Perhaps you’re ready to move upwards and take on a new challenge within your business area. Or maybe you’re inspired to move to a different department and broaden your experience.

Whichever direction you’re headed next, we want you to be able to progress in a way that feels right for you, with the support of your manager.

British Airways never stands still, and we don’t expect our people to either.

The role: CUSTOMER SERVICE DUTY MANAGER -SINGAPORE

British Airways is one of the world's leading global premium airlines serving almost 40 million customers a year, travelling to over 180 destinations in more than 70 different countries worldwide.

Currently, British Airways has an exciting opportunity open as Customer Service Duty Manager, Singapore
This position will be based at SIN Singapore Airport.

You will be leading a team of both Customer Service and Ramp Handling professionals in delivering excellent customer service within strict financial parameters. You will also be responsible for ensuring delivery of all compliance standards to ensure we operate a safe, secure, and punctual operation. You will be fully accountable for all of the station’s performance standards and targets.

You will be required to deliver safety and security compliance as per corporate requirements, Customer satisfaction (NPS), Operational Performance (OTP, RTG, ADC, and Departure within 15) and Ancillary revenue as agreed in financial plan.

Influencing and collaborating with the Management team in the Singapore, Commercial, Safety, Security, IAG and Operations in the UK will be paramount, in addition to partnering with several other key departments as required including HR, Finance and Procurement.

What you’ll do:

Coach, develop and support a team of Ground Handling Agents (above and below wing) to deliver excellent safety, security, customer service and performance. Create an environment that fosters high staff engagement. Responsible for delivery of all station operational KPIs and customer service targets to agreed level. Ensure appropriate service recovery processes are implemented and actioned. Represent British Airways in all customer related issues and work with all local airport authorities to ensure the safe, efficient operation of the station. Ensure full compliance with all safety and security processes, procedures, and audit requirements. Effectively manage budgets within agreed limits and ensure financial compliance with audit requirements. Negotiate with suppliers within corporate parameters. Maintain effective communication with Ground Handling Agent management, Ground Handling Agent airport staff, airport authorities, government agencies, colleagues and interdepartmental staff as required to successfully manage the airport operation. Hold all key suppliers accountable to deliver agreed Service Level Agreements (SLAs). Act as Deputy Airport Manager, as required. Drive continuous improvement with all suppliers Ensure all administrative duties are completed on-time and to high standard.

What you’ll bring to British Airways:

Someone who takes ownership for delivery. Has a leadership style that empowers people to raise concerns (. about safety, ethics, or performance)

Are you self-aware and leads by example. able to maintains focus and momentum to optimize performance. Can you recognise others, celebrates, and rewards high performance of your team? Do you enjoy encouraging a continuous improvement philosophy and encourage innovation.

We are looking for someone with the ability to work in a team environment, to engage a team through excellent English and verbal communication skills. Ability to prioritise and deliver to schedule, with effective communication/negotiation skills to make strong decisions and problem solve when required.

Willingness to work weekends and irregular shifts/ travel on occasions.

Strong customer focus, with effective planning skills with the ability to prioritize urgent matters.

Active Leadership with Attention to detail.

Have the right to live and work in Singapore

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.



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