Jobs at Swissport

• We are seeking a professional with proven track record in duty management with aviation services with a service delivery orientation that will lead, motivate, engage and inspire all staff across multiple teams to ensure the delivery of great customer experiences in line with Swissport formula.

Main Responsibilities

• Plan and deploy resources to ensure that we are collectively successful by producing daily allocations in line with customers and operations requirements
• Ensure available resources are used to the optimum level (monitor and control overtime payments within targeted budgets)
• Supervise/control and follow up staff attendance and absences
• Lead the team to ensure we deliver consistently great customer experiences at every touchpoint
• Responsible for the disciplinary process of the team
• Support and identify training needs and coordinate with training department
• Responsible for performance monitoring, coaching and developing the team
• Create and maintain a progressive, open feedback culture by managing the performance of employees
• Ensure senior management is informed of critical issues such as flight irregularity, safety accidents in a timely manner
• Maintain, monitor and report on agreed key performance indicators (KPI's) using all available tools and systems.
• Resolve all customer service challenges in a timely manner
• Ensure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experience
• Maintain and control activities to ensure work safety, health and environmental protection within the area of responsibility
• Initiate investigations on irregularities, accidents or complaints as per our standard reporting requirements
• Manage and contribute towards change within the operational environment
• Ensure deployment of the Corporate QHSE Manual
• Ensure all Swissport employees are familiarize with the Code of Conduct.

Qualifications and Competencies

• Diploma or higher
• 5 years' experience in Passenger Services in Aviation with 3 years leading a team in customer services
• Working knowledge of DCS systems
• Computer literate (Office Word, Excel, PowerPoint)
• Customer oriented
• Leadership and people management skills
• Problem solving and decision-making

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Applications are invited from candidates to fill the above position of Service Delivery Lead, Freighter Operations based at Jomo Kenyatta International Airport. 

MAIN RESPONSIBILITIES

• Full responsibility for delivering effective cargo services solutions to our freighter customers according to the agreed contract and Service Level Agreements (SLA)
• Lead, motivate and manage staff to deliver the agreed performance objectives and standards.
• Responsible for the disciplinary process of the cargo team
• Prepare operating budgets, resources plan (manpower, equipment and facilities), training plan and reports to deliver the organization strategy and plans
• Handle customer queries and maintain complaints log with corrective and preventative action and meet with customers on a regular basis to get feedback and monitor satisfaction levels
• Implement, maintain and closely supervise all safety and security measures related to people, equipment, facilities and aircraft involved in the freighter operations.
• Review operational requirements for new airline and vendor contracts as needed and recommend changes where applicable
• Build and maintain relationships with key stakeholders (internal & external)
• Ensure strict compliance with all international and local government/statutory requirements regarding aviation and cargo operations

Who we are looking for: 

• A hugely assertive, inquisitive self-starter with a problem solving, logical mindset to approach demanding challenges of leading the freighter operations and business support.
• University degree, or higher.
• 3-5 years’ work experience in the aviation industry, preferably in a customer-exposed position and with people management and leadership responsibility.
• Customer focus and quality awareness
• Strategic Orientation
• Result orientation
• Business acumen
• Excellent Communication skills

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ROLE SUMMARY

• The Head of Commercial - Africa will lead and deliver all sales and commercial activities in the sub-region in close partnership with the country commercial teams to achieve revenue, sales, and profit targets in line with financial objectives while ensuring full compliance with Swissport’s governance, policies, and procedures. Position reports to Head of Commercial, CEMEAI.

KEY RESPONSIBILITIES

• Develop sales plans, budgets, forecasts, and activities based on a deep understanding of customer priorities.
• Propose, develop, and execute new sales plans to ensure the organization’s sales volume and profitability objectives are met.
• Explore new business opportunities and protect existing business while building a pipeline.
• Monitor sales volumes, revenue, and costs against forecasts and build in contingencies.
• Utilize key sales tools and Salesforce to monitor metric performances and apply strong corrective actions where applicable.
• Adapt procedures or reallocate commercial resources to improve performance.
• Stay up-to-date and aligned with customer buying preferences, and align resources and solutions accordingly.
• Conduct client insight research to ensure Swissport’s current and future opportunities align with customers' key imperatives.
• Apply industry and customer knowledge to improve relationships and create opportunities by aligning their needs and pain points with Swissport capabilities.
• Manage and process customer deals to complement Swissport's revenue, profit, and general terms aspirations, balancing this with customer needs.
• Effectively drive any deal originating within your region and create strong alignment with other regions where applicable, allowing for high-quality and timely delivery.
• Ensure new business is profitable by implementing appropriate control mechanisms.
• Lead client negotiation sessions to resolve key contract issues, such as price increases.
• Manage and lead tender processes.
• Collaborate and coordinate input and approval from internal departments to ensure profitability development.
• Be aware of policies related to pricing, yield improvement, contract terms, conditions, and negotiation.
• Maximize account potential by delivering to the needs of customers and continuously improving competitive position on account opportunities.
• Use key sales tools and Salesforce to monitor pipeline performance and manage new and existing business in line with Swissport compliance and governance policies.
• Regularly provide constructive feedback on sales approach, competencies, win strategy, deal structure, and guidance on internal processes.
• Coach sales teams on technical aspects of pricing, negotiation, and customer service to achieve high customer retention, high business acquisitions, and sales targets.
• Advise on policies related to pricing, yield improvement, contract negotiation, and pipeline development.

QUALIFICATIONS/REQUIREMENTS

• Aviation Industry or Airport Services: Ground Handling, GSA, Airline, Integrator, and Logistics Supply Chain experience.
• Proven track record: Demonstrated success in leading and delivering sales and commercial activities, preferably within the African market. Previous experience in a similar leadership role is highly desirable.
• Prospecting: Prior prospecting experience from similarly sized businesses.
• Deal Shaping: Experienced in shaping multi-regional deals from start to finish.
• Sales Negotiations: Mastery in successfully navigating complex negotiations.
• Contract Management: Proven experience with contract negotiations with strong attention to detail, coordination, and communication.
• Ability to interpret and apply knowledge of business financial drivers, practices, concepts that drive profitable growth.
• Can understand and solve business problems, keeping a financial as well as a customer perspective in the forefront when making decisions.
• Ability to create and foster internal and external relationships that enable the development of beneficial solutions.
• Works cooperatively with others across the organization to achieve shared objectives.
• Credits others for their contributions and accomplishments.
• Ability to communicate with internal partners and external organizations.
• Can communicate in a variety of formats, including formal presentations and required documentation.
• Providing feedback, instruction, and development guidance to help others excel; planning and supporting the development of individual skills and abilities.
• Developing people to meet both their career goals and the organization’s goals.
• Taking accountability to deliver results.
• Measuring progress and taking corrective actions if metrics are not achieved.
• Ensuring others contribute to organizational goals by focusing them on the most critical priorities.

Key Performance Indicators:

• Renegotiation: Delivering Target Rate Increases.
• Existing Business: Renewal Ratio above 90%, No unforeseen losses beyond what is assumed in the budget.
• New Business: Success Ratio above 35%, Achievement of budgeted win target in €.
• Achieving budgeted target in €.
• Management: Customer Engagement, CRM and Compliance/Governance, aligned to set targets.