Job Description

Ground Services Management is currently recruiting for Manager Ground Services (GS) IOC and Network Disruption Unit (NDU).

The role is responsible for overseeing the Ground Services Integrated Operations Centre (IOC) and Network Disruption Support for both Hub and Outstation. In this role, you will develop strategic plans in order to achieve Ground Services targets and objectives. You will ensure the operational compliance with Ground Operational Manual and Ground Services Manual by reviewing and managing implementation of any relevant changes to operations. These will include training, staffing, budgeting, safety and security compliance. You will manage a team of GS IOC Managers & Specialist and NDU whilst ensuring adequate resource coverage is available at all times to support a 24/7 operation. You will represent Ground Services in IOC meetings and engage all IOC stakeholders to achieve the Department’s objectives.

Specific responsibilities of the role include:

Tactical/ Operational

• Anticipates emerging business changes and recommends necessary changes related to IOC and NDU to continuously uphold QR standards.
• Provides analytical input and plays a vital role in short and long-term planning to meet operational demand and high level of customer services.
• Establishes the necessary decision support tools like operational dashboard etc. for the team to function efficiently.
• Recommend effective solutions to Ground Services Management to support executive decision.
• Manages a team of GS IOC and Network Disruption Unit to ensure adequate resource coverage is available at all times to support a 24/7 operations.
• Ensures effective and efficient customer service delivery operation of Ground Services. The main focal point of escalation of incoming GS policy inquiries from external and internal stakeholders for approval and publication. Provides facts to ensure that ground services policies and procedures are in line with operational requirements.
• Leads and oversees automation of IOC and disruption tools in order to delivery automated operational reports and enhance customer satisfaction.
• Ensures to maintain a satisfactory balance of OTP, interdependency and customer services in line with the company’s business goals.
• Identifies and assesses benchmarks in the services industry. Implements services enhancements.
• Analyses the daily services standards report and manages reporting systems to identify areas of improvement to the overall customer experience, IOC and disruption handling.
• Effectively delivers all service contracts to include regular performance reviews to ensure measured improvement in all areas.
• Reviews and implements operational KPI’s and ensures that the operational KPI’s are met consistently.
• Strives to exceed service quality standard targets.
• Implements a review and risk assessment process on SOP’s and working practices to identify and unsafe operation.
• Implements best practice operational process, procedures and controls to maximize the efficiency in operation.
• Tracks, interprets, analyses and assesses results and operational data, customer complaints through NDU and other operational trends to achieve operational objectives and high level of customer satisfaction.
• Manages crisis management program in event of incident or accident and be fully familiar with the Local Emergency Response Plan through regular trainings.
• Investigates, concludes and reports incident (s) and or accident (s) involving resources in advance when possible, as soon as the situation arises. 
• Manages and implements Business Contingency Plan in assigned areas.

Stakeholder Management and Leadership

• Communicates effectively with all business areas. Conducts and be actively involved in daily team briefings.
• Maintains strong professional relationships with key stakeholders in the HIA including local authorities, IOC Management, HIA Management, QAS and Outstations.
• Attends various project workshops and provides valuable inputs to improve and develop system/process and procedures.
• Effectively and efficiently manages the GS IOC Managers, to ensure GS IOC desk is active 24/7 and operational.
• Leads Network Disruption Support team to ensure seamless services is provided in the network stations during disruptions. Put process in place for the disruption team, network stations and hub.
• Handles all administrative, HR related function for GS IOC & Network Disruption Support team.
• Establishes the department or teams objectives and priorities to align with and support business objectives.

Be part of an extraordinary story

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.

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.

Together, everything is possible

Qualifications

About you

The successful candidate will have the following skills and qualifications:

• Completed Bachelor’s Degree or Equivalent.
• With minimum 8 years of job-related experience.
• With relevant experience within QR Ground Services environment for internal candidates.
• With Management/ Leadership experience within Ground Operations within an Airline.
• With relevant experience in overall aircraft handling or airport operations.
• Team management experience and with exposure to managing people from diverse background.
• Able to work within a fast-moving and challenging environment.
• Strong communication skills.
• Demonstrate the highest standard of Integrity, equality and respect.
• Strong leadership capability. Able to work independently, as well as part of a team.
• Strong decision-making and problem solving skills.
• Able to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills.
• Strong analytical skills and excellent business acumen.
• Highly energized and passionate about delivering 5-star service experience.
• High degree of self-motivation and personal enthusiasm.

Skills Required

• Analytical
• Self Motivated