Key point of contact for airlines to coordinate all customer airline relationships, with the exception of customer airline matters. To ensure smooth handling of the airline customer On time Performance & KPIs. Receive specifications and requirements from airlines and ensure these are communicated to all concerned and adhered to and maintained. Communicate the training requirements to the relevant department to ensure efficiency. Liaise with airline representatives on changes in procedures and prepare reports as required. The Head of Airline Relations consistently strives to provide outstanding service to customer airline, responding promptly to concerns and proactively seeking to anticipate needs.
o To administer the company’s complaint management system and produce reports on a regular basis and to provide analysis leading towards the improvement of BAS’s services to customer airlines.
o To conduct quarterly airline customer satisfaction surveys and report on a regular basis and to provide trend analysis leading towards the improvement of BAS’s services to customer airlines.
o Accountable for day to day customer airline relationships.
o Translate airline requirements into easy to use forms/ formats which can be used across all departments.
o Develop relationships with customer airlines and become knowledgeable about their business.
o Act as a point of contact for airline representatives and receive regular updates on schedule changes, delays etc. and pass the information to concerned departments.
o Seek new business opportunities from customer airline.
o Continuously coordinate with airlines and notify concerned sections on any changes in specifications, flight schedules, delays etc.
o Update internal systems and processes and ensure these requirements are passed to the concerned sections to help prepare accordingly
o Handle routine customer airline relationship service issues relating to contract terms, monthly reporting obligations, etc.
o Anticipate and resolve customer airline relationship concerns professionally and efficiently as per authority level. Review and receive the airlines comments/complaints, forward these to the concerned sections for a full investigation and ensure airlines received full investigation by concern department head with the findings and corrective action.
o Monitor Customer airline relationships monthly reporting.
o Work with management to welcome new customer airlines to the business and provide ground service and support for their business as well.
o Liaises with airline customer representative and participates airline in audits and ensures that all section heads are notified with airline audit visits and sections are prepared for the audit.
o Provide guidance and coaching; identify areas of training and development of staff. Liaise with involved departments such as HR and Training for necessary information and support to improve staff performance, quality, productivity and attendance. Ensure that recurrent training requirements for all staff remain valid.
o Notifying Section Heads on matters related to any changes in the airline customer procedures and any other VIP requests related to the Airline.
o Comply with the Company and Airport authorities’ health, safety, and security regulations.
o Comply with IATA and other Bodies regulations.
o Constantly monitor performance and process to seek improvement in performance.
o Devise work methods according to general directives, policies and specialized traffic standards. Work activities are subject to Managerial review.
Secondary School (12 Years) education and Bachelor degree in Business Management or similar.
o 5 years experience in Operation with an airline or at an airport opertion
o 5 years supervisory experience
Other Essential Requirements:
o Good knowledge in Microsoft Office Applications, email and good familiarity with other computer applications
o Ability to interrogate and interpret relevant data on the network
o Report writing skills
o Fundamental knowledge of the Terminal & Airside Operations and all the rules and regulations covering Terminal Safety & Security including depth knowledge of relevant Airport, Airlines, IATA and ICAO annexes & recommendations.
o Strong interpersonal skills, ability to communicate and influence effectively across the organization.
o Strong team management and leadership skills.
o Strong organization and coordination skills.
o Highly confident in the use of data to support decision making.
o Highly confident working to a level of detail.
o Result driven / forward thinking.
Seeking for business opportunities with maintaining good relationship with airlines.
Job Types: Full-time, Contract