Job Description

The Project Director Ground Handling Services maintains and expands relationships with strategically important large customer. Ensures that the contractual obligations with the customer are performed and customers’ needs and expectations are fully met by the company. Ensures satisfactory delivery of Passenger Handling Services, Aircraft Ramp Handling Services, Cargo Services, Dispatching & Air Traffic Services and Planning & Management Services. The Project Director Ground Handling Services reports to the CEO

Responsibilities

• Responsible for the entire Customer acquisition process, including contract negotiations, process definition, Key Performance Indicators definition, implementation of services and operational management including performance management.
• Provide leadership through effective communications, coaching and positive recognition and operate as the lead point of contact for any and all matters specific to the customer.
• Deliver superior service to customer according to service level agreements (SLA’s).
• Daily operational tracking of performance, taking immediate action to correct any shortfalls.
• Establish productive, professional relationships with key personnel in assigned customer.
• Develop, review, update and implement operational and financial performance of the program.
• Ensure timely and effectively handling of all employee related issues, focusing on improved performance and professional documentation.
• Ensure all non-compliance with the contract are closed within the time frame provided, action which should include identifying the root causes and the area of failure.
• Work closely with Customer Representatives to maintain high customer satisfaction ratings that meet company standards and problem resolution.
• Proactively assess, clarify, and validate customer needs on an ongoing basis. Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel and Ensure the timely and successful delivery of solutions according to customer needs and objectives.
• Follow up on revenue collection through proper accounting for services rendered to enhance revenues.
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Develop new business with existing client and/or identify areas of improvement.
• Responsible for day to day communication with employees deputed at client’s site also deal with line managers of the customer.
• Maintain high levels of customer services, ensuring Retention & Development of existing clients and employees.
• Ensure accurate and timely processing and management of payroll input in accordance with the company’s approved policies, procedures and statutory requirements.
• Ensure compliance of all government laws and regulations related to the Ground Handling Services Project Director.

Position Requirements & Attributes

• Minimum of 8 years of experience in Ground Handling Operations, Airport Operations or relevant fields.
• 4-year University or College degree with combination of airport management, business administration, aeronautical engineering or a related field.
• Excellent Leadership, Interpersonal and Communication skills
• Strong business acumen
• Project Management
• Contracting & Negotiations
• Key account management
• Team management in multicultural environment
• Knowledge of statutory rules and regulations related to airport operations and aviation industry.
• Knowledge of Business performance monitoring
• Knowledge of Aircraft handling (refueling, ground handling)
• Knowledge of Airport or/and Airline Operations Management

Skills Required

• Communication
• Project Management
• Interpersonal Skills
• Team Leadership