Duty Service Manager (MBA) at Kenya Airways

Brief Description        

Responsible for managing the day - to - day passenger handling activities whilst ensuring that standards of safety and security are delivered in accordance with the regulatory requirements for KQ and Customer airlines.

Detailed Description        
Policies and Procedures:

• Ensure compliance with all regulatory requirements, policies, processes, procedures, organization standards and local procedures is achieved so that work is carried out in a controlled and consistent manner.
• Ensure customer service operations adhere to Kenya Airways regulations, Customer airline requirements and all regulatory authorities' requirements.

 Policies and Procedures:

• Ensure compliance with all relevant policies, processes and procedures is achieved so that work is carried out in a controlled and consistent manner.
• Monitor and ensure all handling processes are performed in accordance with the laid down procedures to guarantee consistency in service.

 Safety, Quality & Environment

• Promote and maintain a positive safety culture, a healthy, secure and cost-effective operation for Kenya Airways and Customer Airlines operations and ensure compliance with the relevant industry/legislative requirements and company procedures to ensure a healthy and safe work environment.
• Constantly review, monitor and adopt reasonable measures to improve quality, safety and minimize risk and hazards within Passenger Services.
• Take corrective action on internal/external audits and spot checks to ensure continuous adherence to standard operating procedures.
• Identify and report hazards, near misses, incidents and accidents.

 Day-to-Day Operations:

•  Work closely with a team of Duty Service Supervisors to manage and run a shift of customer facing staff.
• Oversee handling of all KQ and Customer Airline flights during the shift.
• Maintain a high standard of discipline and recognize good performance.
• Develop and coach staff regarding correct policies, procedures and customer service standards.
• Conduct daily staff briefings and debriefs as per KQ requirements and complete daily shift reports.
• Drive continuous improvement in delivery punctuality (OTP) in order to meet the needs and expectations of our customers.
• Effectively manage customer service challenges during irregular operations.
• Drive the provision of high-quality customer service delivery in day-to-day operations for Kenya Airways and Customer Airlines according to the agreed Service Level Agreements and Company Policies in liaison with all other airport stake holders.
• Coordinate with IOCC and Outstations on flight operations to enhance hub connectivity and IRROPS management within Passenger Services.
• Generate revenue, control expenditure, promote cost control and revenue protection awareness among the team.
• Ensure that all the required, current operations manuals, publications and any other related documents needed to conduct Passenger Services operations are available and that all staff have:
• Received and acknowledged.
• Comprehensively understood the content.
• Implemented the standards as recommended/documented.
•  Examples of these manuals include: Current versions of applicable KQ and Customer Airlines operational manuals, publications, current JKIA emergency response plan (AEP) and that of the Customer Airline and any other related documents.
•  Identify deviations in the published procedures and establish local procedures and document them in the Local Station Manual (LSM) whilst ensuring conformity and currency with all regulatory requirements, organization standards, policies and procedures.
• Develop, counsel and motivate staff while ensuring discipline and grooming standards among Passenger Services Staff are adhered to and maintained as per the Corporate Uniform Guide.
• Support hub planners and implementers in order to enhance efficient rationalization, provision of resources and staff rotation.
• Attending all scheduled operational meetings.
• As default Incident Manager, implement the Local Emergency Airport Plan.
• Champion and implement KQ best practices.

Job Requirements        

• University degree in social studies, customer service or hospitality related discipline or equivalent qualification
• 3 years’ experience in all round airport handling at supervisory role.
• Safety Management System (SMS) Awareness
• Airside Safety Awareness
• Aviation Security Awareness
• Dangerous Goods Regulations Category 10 (CAT 10)
• Passenger Handling Training
• Operational Risk Management
• Management Skills Training
• Finance Management/Cost Control Training
• Foreign language an added advantage

Additional Details        

• Results and process oriented.
• Good communication and interpersonal skills
• Strong analytical skills
• Proactive and innovative leadership.
• Analytical and objective.
• Customer focused &hospitable.
• Ability to lead, guide, motivate a team.
• Innovative.
• Confident and decisive.
• Ability to delegate, set clear work direction and manage workflows