Job Description

Educational Qualifications         

• Bachelor’s Degree in any discipline.
• IATA or equivalent training from reputed airline in Operations Management, SMS, ERP.
• 12 years of experience in the aviation industry with a minimum of 10 years Management experience.
• Must have relevant experience operations compliance auditing
• Must have experience in development, testing and implementing complex airline systems and procedures
• Must have experience in conducting business and operational risk analysis and management.
• Must have experience in Emergency Planning and Business Continuity Planning
• Experienced in selection and managing service providers
• Change management and continuous improvement
• People management with relevant people management experience.
• Communicating with senior levels of management within an organisation
• Contract review and negotiation.
• Sound operational knowledge of cargo operations, ground operations and passenger operations including understanding and interpreting data of flight documents.
• Knowledge and application of Health, Safety and Security legislation.
• Knowledge of Oman Air Cargo operational systems and regulatory systems
• Sound knowledge of airline operational compliance procedures and experienced in conducting compliance audits and recommending corrective actions.
• Project management, training and implementation of project deliverables.
• Developing and managing teams to deliver high performance and customer service standards

Skills/Knowledge           

• Strong Leadership skills and team player
• Strong analytical, communication and decision-making skills
• Strong influencing and negotiating skills
• Strong planning and organizing skills
• Ability to delegate effectively, agree objectives and hold people accountable for delivery
• Strong interpersonal skills, able to build meaningful relationships with colleagues
• Proficiency in both spoken and written English

Strategic:

• Develop and deliver strategic business objectives in coordination with the management team
• Responsible for delivery of operational quality and service quality standards
• Set a clear strategy for HUB operations in collaboration with key stakeholders
• Evaluate supplier capabilities to determine most suitable suppliers for cargo handling across the network
• Review and manage supplier contracts and service level agreements
• Plan future enhancements in operational requirements and develop new working practices through effective change management.
• Develop Service Level Programs and SOP’s for Global Key Accounts and Special Products of Oman Air Cargo.
• Maintain an efficient and resilient global operation through effective planning and implementation of business contingencies
• Create a compelling vision for the future and engages all hub stations to commit and deliver the enhancements required
• Develop strong business relationships with interline partners and service providers
• Management representation at all cargo operational related forums and events

 Operational:

• Directly accountable for all Service Delivery aspects of the business at the HUB and across the network.
• Conduct frequent station visits and undertake performance review meetings with the GHAs as and where required.
• Improve service quality by studying, evaluating and re-designing processes to achieve a lean operation.
• Manage suppliers through contracts reviews and robust SLA management programme.
• Ensure process compliance with Oman Air and all applicable regulatory policies.
• Maintain management oversight over the operation addressing issues and recommending corrective actions.
• Ensure all operational staff are abreast with Oman Air Cargo policies and procedures

Customer

• Manage service centres to ensure customer experience is consistently delivered at high standards
• Ensure continuous improvement to processes in order to enhance customer experiences
• Manage customer query response and service recovery actions and communications
• Manage cargo claims process
• Support global GSSA’s to deliver enhanced customer experience across the network
• Safety & Security:
• Responsible to ensure that employees at all levels understands work health and safety requirements and expectations.
• Enforce compliance to all relevant safety, security, quality and environmental management policies, procedures and controls across operations.
• Take a direct and personal interest in reported injuries, incidents, near misses and hazards and ensure appropriate reporting, investigation and response is being achieved.

Skills Required

• Analytical
• Cargo
• Interpersonal Skills
• Management