Duty Manager 1 ( Customer Services )

Responsibilities:

• Take charge of various work areas in passenger service operations.
  
• Ensure close liaison with airlines on all matters for smooth operations.
  
• Attend to investigations and complaints raised by airlines or passengers.
  
• Ensure client satisfaction at all times.
  
• Participate in airline meetings to resolve issues or complaints.
  
• Follow up with airlines and passengers on incidents to provide closure and service recovery.
  
• Review work procedures and implement solutions to improve service quality.
  
• Monitor SLA and agreed service standards to ensure compliance and achievement.
  
• Lead, organize, and motivate staff; monitor staff performance regularly.
  
• Conduct investigations related to discrepancies, lapses, and errors.
  
• Brief all staff on new instructions and requirements; ensure compliance with company regulations and discipline.
  
• Build and maintain an efficient operations team.
  
• Interview and appraise staff; monitor and control staff overtime and attendance.
  
• Be responsible for the safety and quality of all functions/tasks performed.
  
• Oversee special handling requirements (e.g., MAAS, VIP) to ensure smooth handling.
  
• Attend to passengers requiring special assistance.
  
• Maintain other standards as agreed with the airline.
  

Educational Qualification

• Bachelors or Master’s Degree in Business Administration.
  

Relevant Experience

• 96–120 months in a supervisory environment, including successful management of multicultural teams.
  
• Proven ability in preparing senior management reports and performing data analysis.
  
• Skilled in setting and managing priorities effectively.
  
• Exceptional command of

  MS Office

  (especially Excel).
• Excellent written and spoken English skills, with the ability to document operational business case scenarios and develop process flow documentation.
  

Personal Characteristics & Behaviours

• Demonstrates excellent managerial and leadership skills.
  
• Strong communicator, able to relate to all levels of staff.
  
• Team player and effective leader in managing cross-sectional teams.
  
• Able to comprehend and translate complex data into trends and observations.