Job Description

Responsible for designing the way in which our airports work through process development and documentation of policies related to Ground Services (Above-Wing) Airport Operations. Holding a line of sight to safety, service, regulatory and operational objectives, this role shapes capability for airport teams and considers end-users application of policy, procedures and training. 

Accountabilities

• Develop, Document and Communicate policies and procedures related to Ground Operations.
• Verify compliance of documented and proposed procedures with regulatory and company policy.
• Update the Guest Services Manual (GSM) on a regular basis, ensuring all policy and procedure updates are incorporated into the latest revision.
• Produce operational bulletins relating to new or amended procedures.
• Attend meetings, participate in projects and initiatives as a Subject Matter Expert (SME) for Ground Operations.
• Identify impacts, gaps and actions required to support business change.
• Engage other departments and business stakeholders to align policy and procedure across the airline.
• Contribute to Above-Wing Training Needs Analysis and Training Content Development.
• Identify and troubleshoot operational performance gaps and identify proposed process changes to improve performance.
• Complete regular benchmarking against industry standard to ensure best practice approach to policy and process design.
• Conduct airport visits and participate in focus groups with frontline teams to understand challenges and areas of improvement related to individual portfolio.
• Oversee a designated portfolio of operational processes/practices and represent Ground Operations at discussions related to the assigned portfolio. 
• Complete additional tasks assigned or delegated by Manager, Ground Policy and Compliance

Education & Experience

• Minimum High School education
• Minimum 5 years operational experience in airline or ground handling operations, ideally in which 3 of these years were in a supervisory capacity.
• Experience in writing airline/ground operations policy, procedure or training.
• Fluent in English with excellent Verbal and Written communication skills.
• Subject Matter Expert in ground operations with a focus on passenger services/guest handling.

Skills Required

• Airlines
• Ground Operations