Customer Experience Shift Manager
Job Description
<strong><u>About The Role</u></strong><p><br></p>To efficiently manage and direct Customer Experience operations and ground handling activities while on duty with oversight of: Passenger Services, Special Handling, Porterage, Lost and Found, Trolley Management and any other service as directed by QAS Management.<p><br></p>Support, monitor and control ground handling service delivery to maintain high operational standards in line with Company polices, respective Customer Airline Standard Ground Handling Agreement and Service Level Agreements (SLA).<p><br></p><strong>Operational</strong><p><br></p><ul><li>Accountable for the management and supervision of Customer Experience Operations on a shift basis with the support of direct reports in charge of controlling and supervising operational zones.</li><li>Responsible for the health and safety of employees, promoting safe working environment by identifying unsafe practices and applying just culture principles.</li><li>Lead by example while maintaining health and safety standards and excellent working practices in line with Company polices. Execution of people engagement plans to maintain just culture principles and control of a diverse business operation.</li><li>Engage and monitor the operational assessment through regular observations by team while identifying any potential non-compliance and implement preventative and/or process improvement action plans.</li><li>Responsible for the investigation and reporting of any critical accidents, incidents, operational constraints during the shift, supporting Managers within Customer Experience operations, in the resolution of service deficiencies in a timely manner.</li><li>Ensure that Company’s and individual carrier’s (OAL) standards are followed and maintained at agreed service level of quality and compliance in the operations.</li><li>Monitor, control and utilize resource plans (Workforce and equipments) in alignment with agreed service standards for QAS & customer airlines.</li><li>Build and maintain strong working relationships with internal and external stakeholders for process</li></ul><p><br></p><strong>Management & Leadership</strong><p><br></p><ul><li>Establish the department or teams objectives and priorities to align with and support business objectives.</li><li>Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed.</li></ul><p><br></p><strong>Safety</strong><p><br></p><ul><li>Responsible to ensure that employees at all levels understand work health and safety requirements and expectations through provision of relevant QR Group induction, information, instruction, training and supervision.</li><li>Ensure compliance to all relevant safety, security, quality and environmental management policies, procedures and controls across the operation to assure employee safety, security, legislative compliance and delivery of high quality service with a responsible environmental attitude.</li></ul><p><br></p><strong>Be part of an extraordinary story </strong><p><br></p>Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.<p><br></p>Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.<p><br></p>Together, everything is possible<p><br></p><strong><u>Qualifications</u></strong><p><br></p><strong>About You</strong><p><br></p>Bachelor’s Degree or Equivalent with Minimum 6 years of job-related experience<p><br></p><strong><u>Essential</u></strong><p><br></p><ul><li>Minimum 6 years relevant experience</li><li>Work experience in airline or ground handling operations</li><li> Experience of leading, managing, inspiring and engaging a large multi-cultural workforce</li></ul><p><br></p><strong><u>Preferred</u></strong><p><br></p><ul><li>Minimum 7 years relevant experience</li><li>Medium sized Station Manager for a ground handling company or airline.</li></ul><p><br></p><strong><u>About Qatar Airways Group</u></strong><p><br></p>Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.<p><br></p>So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community
