Head of Customer and Ground Services – Air Botswana (Pty) Ltd

Company: Air Botswana (Pty) Ltd
Reference #: HCGS0001
Contract Type: Contract – 36 Months
Salary: Market Related
Location: Gaborone, South East, Botswana
Duration: 36 Months

 

Introduction

To plan, lead and manager operations and performance of Customer and Ground Services Department; Cargo Operations and all Outstations in Botswana and other countries in a safe, secure and economical way to attain operational excellence and business goals. The Head of Customer & Grounds Services ensures highest level of customer service satisfaction on the ground is experienced by Air Botswana’s passengers, establishes and maintains a customer centric culture amongst staff that enhances customer satisfaction, brand loyalty and business growth.

Programs executive decisions into departmental goals in conformance with IOSA/ISAGO standards and compliance with Civil Aviation Authorities (CAAB/ICAO/AOC) regulatory frameworks and standards, to enable the Airline to achieve its operational excellence.

Specification

• Develops, implements and manages performance on strategic and business plans for the function in conjunction with the General Manager. Strategic Reports to EXCO and Boards
• Develops insightful suggestions for investments, sourcing, cost reduction and guides strategic business decisions on the same.
• Manage budget plans for Customer & Ground Services Department. Implements Cost Containment and Revenue Optimizing Strategies
• Aligns and Leads change management in the department/organization to effectively meet customer needs
• Leads the development and enhancements Customer & Ground Services policies and standards
• Develop & leads service resolution plans to manage exceptional complaint cases
• Analyse new schedules for airlines and determine implications on manpower requirements
• Cargo Operations Management
• Develop Standard Operating Procedures (SOPs) for air Cargo Operations in line with industry standards and regulatory requirements
• Leads negotiations with airlines for Cargo Space, Flight Timing and Preferential Rates
• Directs Warehouse Operations, application of Supply Chain and business management principles to meet business objectives
• Analyse regional ground handling service standard agreements and frameworks to augment ground service standards
• Negotiate with internal and external stakeholders to finalise contract fees with ground handling organisations
• Analyse customers’ needs to modify products and services
• Develop Standard Operating Procedures (SOPs) for handling dissatisfied customers
• Develop policies to ensure high service levels with the implementation of self-service systems, equipment and facilities
• Manages ground handling activities in a safe, secure and economical way at SSKA and all outstations, both in Botswana and other countries.
• Implements standards and procedures contained within the Ground Handling Manual pertinent to the safe turnaround operation by all levels of staff in Ground Operations; includes the effective management of all sub-contracted activities relating to Ground Operations.
• Actively report hazards encountered relating to inter alia aerodrome operations, flight operations, cabin services and ground handling; ensure reports are also promulgated to the relevant aerodrome, airline or ground handling agent’s SMS.
• Directs and leads planning and administration of Budgets, Resources Management as well as related performance and target reviews of Customer & Ground Services Department.
• Ensures continuous improvement of Ground Operations activities through the implementation of preventive and corrective actions.
• Keeps current on all legal national and international provisions, relating to his/her Department, and advises all Departments concerned of important changes
• Ensures that authorities and responsibilities within the management system for all ground handling operations are defined and communicated throughout all areas where ground handling operations are conducted.
• Ensures the necessary facilities, workspace, equipment and supporting services, as well as work environment, exist to satisfy ground handling operational safety and security requirements.
• Ensures that products acquired from external suppliers, which directly affect operational safety or security meet required technical specifications prior to being utilised in the conduct of ground handling operations.
• Maintains the Ground Handling Manual and its contents in a legible accurate format which is appropriate for use by ground handling personnel; compiles, distributes and implements ground handling policies in cooperation with relevant parties.
• Evaluates the need for and then arranges for Service Level Agreements relating to Landside, Terminal and Airside Operations to be compiled and signed by all relevant parties.
• Oversees the compilation of Standard Ground Handling Agreements (SGHA) in line with the IATA AHM between Air Botswana and third parties on ground handling or ground services.
• Ensures that ground handling is carried out in accordance with Air Botswana’s procedures, the Standard Ground Handling Agreement and in compliance with the requirements of the relevant State and other applicable authorities.
• Ensures that either Air Botswana (if they own the Ground Support Equipment) or other third party has a programme in place for the maintenance of Ground Support Equipment which assures that such vehicles and equipment remain in serviceable and sound mechanical order.
• Ensures that six monthly external Audits are carried out on the Ground Handling Activities – in-house or provided by a third party; these Audits complement any ISAGO Audits which are carried out by IATA.
• Chooses catering and refreshments served on Air Botswana’s aircraft by arranging for regular “Tasting Committees” to be convened to try out new menus.
• Ensures that all catering and refreshments served on board Air Botswana’s aircraft have been prepared and packed in hygienic conditions which conform to the Country’s Health and Safety Act.
• Oversees the Company’s major catering equipment inventory and sources additional or replacement equipment as needed.
• Convenes regular meetings between the Station Managers, Airport Managers and Country Managers in order to ensure a consistent approach, by all parties, to all aspects of Customer Service provided by Air Botswana to its passengers.
• Ensures that all Station Staff Members are trained and fully conversant with Air Botswana’s ERP.
• Manage and reports on the organization’s risk management and/or control process.
• Ensures that the department complies with all the Botswana and International regulations as stipulated in the CAAB CARS and technical standards as stipulated in CAAB CATS
• Formulates Scorecards, Monitors and report on business plan Performance
• Manage staff conflicts, grievances and disputes
• Provide on-the-job training to enhance capabilities of team members and/or division
• Collaborate with authorities and other departments to achieve a strong safety and security culture

Requirements
Minimum Education Required

 

•A recognized Degree in Business Administration, Social Sciences, Commerce or equivalent required.

•A relevant Aviation related Diploma would be an added advantage

•Master’s Degree from an accredited University or College would be an added advantage.

Professional/Technical Qualification

•Technical or Membership of a professional institution is desirable.

Minimum Experience Required

•At least ten (10) years post graduate experience of which five (5) years will have been managerial position in Sales, Marketing, Passenger & Cargo Services, with thorough knowledge of cargo handling rules and regulations.

•Knowledge of Aviation Passenger/Ground Handling Services will be an added advantage.

Job Closing Date 22/12/2021

 

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