Job Description

Main Objectives

To lead and manage the Resource Management System (RMS) Department through the delivery and implementation of the SITA Mobile Resources Management application upgrade to achieve operational excellence of the solution and ensuring departments recognize the full business benefits from the solution and the operational team reporting directly to the CEO, with updates on a regular basis.

Effective utilization of the workforce, Forecasting, Scheduling, Real-Time and responsible for the production and delivery of MI (Management Information). Determine resource & space requirements for all operational areas, ensuring that shifts are aligned to operational demand & commercially viable, meeting service standards & excellent service.

Main Duties

• To manage, develop and train a team of forecasting & planning analysts, accurately prepare forecasts and budgets for call & non-call workloads and resource, monitoring drivers against business change & developing models to improve accuracy.
• Determine company's capacity to meet the staffing requirement of projects, assign personnel to projects, and hire new employees.
• To constantly monitor shift patterns to match business requirements, optimizing performance of all Customer Centre teams and maximizing agent satisfaction by providing flexible options, considering the position of Outsourcers, location, accommodation and agent groups.
• Work with departments to resource and assist in the identification and management of vendors and facilitate initial discussions necessary to meet specific project requirements.
• Identify potential resourcing or process issues and present to Professional Services Management team with resolutions to such issues where applicable.
• Attend weekly resource calls and manage collaboration process with other department or practice to share resources on an as needed basis.
• Recommend process improvements for Resource Management.
• Responsible for managing overall utilization and implementation of real time allocation across all areas.
• To make recruitment recommendations and identify opportunities and benefits offered through skills-based routing, demonstrating the benefit of proposed changes through testing scenarios using simulation software, capacity and sensitivity analysis.
• To identify and pro-actively manage changes to the shift patterns to deliver improved customer service, working as team with Operations, facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact.
• To be aware of and record business, resource and seasonal changes, making appropriate resource plans for expected changes in profile and workloads, reporting on expected and experienced results.
• To deliver effective & accurate reports detailing key performance indicators and commentary relating to workforce and shift performance, identifying the proposed and actual shift efficiency factors and clearly stating all assumptions applied.
• Run weekly resource meeting and facilitate resourcing issues / conflict resolution with Professional Services and appropriate department heads.
• To actively manage and develop the Workforce Management tool, owning the relationship with the supplier and participating in User Groups to identify and implement new ideas of best practice.
• Continuously identify and analyze the risks in the Mobile Resource Management project, assessing their impact and probability and defining risk mitigation strategies.

Minimum Requirement

• Minimum of 10 years’ experience in team management and effective resource planning.
• Bachelor degree in a related field as a minimum.
• Good knowledge of SITA Workforce Management tools. An in-depth understanding of manual forecasting methods and formulas. Strong communication, collaboration and influencing skills to work at all levels.
• Understanding of automation and how it impacts workplace change.
• Experience with SITA products especially Mobile Resource Management is preferred.
• Ability to think strategically, commercially, and operationally whilst ensuring full regulatory compliance is achieved and maintained
• A logical thinker with the ability to generate ideas and alternatives
• Demonstrable ability to clearly articulate concepts and arguments verbally and in written documentation
• A positive individual with the ability to lead a team

Knowledge and Skills:

• Hands on experience with SITA resource management tools
• Proven influencing and problem-solving skills
• Strong administration skills and experience, familiar with MS office (Word, Excel and Outlook)
• Knowledge of aviation processes time standards (IATA & ACI)
• Ground handling operations.
• Team leadership experience/working in matrix managed organizations.
• Understanding of Air Transport Industry (Airlines, Ground handling and Airports)

Skills Required

• Airlines
• Microsoft Office
• Microsoft Excel