Station Supervisor

Purpose of the job

In line with Group strategies and Quality Standards, supervises all activities in the station in order to guarantee an excellent customer service, to ensure cost effectiveness of operations handling, sales development and to comply with safety and security requirements.

Key Competencies

While on duty, responsible for the overall performance of his/her station by assisting the station management to the agreed upon Group standards of safety and security, quality and customer satisfaction, ground handling punctuality, maximum use of aircraft capacity, cost per seat and EU/EASA regulations.

1. In compliance with the Group Quality and Safety Standards supervises all activities in the station in order to ensure on-time flight departure, safety, security and customer satisfaction.

Core activities:

• Is responsible for the commercial preparation of the aircraft (overbookings, IRROPS, delays etc)
• Monitors efficiency of local set up and full compliance with the AFKL guidelines as set forth in the different manuals
• Supervises passenger and aircraft handling and will monitor compliance of subcontractors with mandatory procedures including ramp safety requirements.
• Adopts all necessary actions to treat all types of irregularities and liaises with the respective CCO/OCC
• Will initiate instantaneous corrective actions on commercial incidents with passengers to maintain the passenger satisfaction.
• Manages cabin crew logistics and informs them of irregularities, if applicable.
• Regularly executes quality controls to ensure compliance with EASA/EU regulations/ OPS1 requirements
• Monitors quality results, ensures station compliance with quality standards and will participate in the station quality action plans.
• Ensures implementation of the Local Emergency Plan to allow immediate and efficient treatment of any crisis situation.

In line with the local Human Resource policies and under the supervision of the local station management manages and coaches a group of agents (including 3rd parties) in order to enhance performance and to increase staff satisfaction.

Core activities:

• Manages the station team* handling the flight when on duty
• Leads and coaches direct reports, actively supporting their development.
• Appraises staff in line with the Establishment HR policies and procedures for direct reports, if applicable, and will provide pertinent feedback, as applicable, for functional reports.

Main Interfaces

• Passengers
• Station team as applicable the Deputy/Duty Station Managers, Customer Services Supervisors & Agents
• Colleagues in the Establishment/Area
• Outstation Area Manager/ Support managers / Regional Station Manager / Station Manager
• International Stations Management and support organizations (SPL.AL &/or DE. EI)
• General, Country/Commercial Manager; HR & Accounts Manager
• 3rd parties handling agents, catering, baggage delivery agents etc.
• Technical departments, Catering, Cargo, Crew divisions & Procurement
• Airline representatives in case of 3rd party handling
• Airport authorities / FRRO / DGCA / BCAS amongst others

Job Requirements: Knowledge, Learned Disciplines, Experience

• Education/Knowledge Graduate (in any discipline)

• 4-5 years of experience in Airport Operations.

• Strong knowledge of all airport operations (passenger handling, baggage, weight and balance, crew handling, catering, safety and security regulations, ramp and flight operations).
• Working knowledge of reservations & ticketing (Altea RES), DCS (Altea DC / Ramp FM) and World Tracer.
• Team Management experience.
• Fluent in English. State language, French (and Dutch) an advantage.

Competencies

• Technical/professional Knowledge
• Safety Awareness
• Decisiveness
• Customer / Quality Focus
• Teamwork
• Stress Tolerance
• Excellence
• Initiative
• Managing Performance

If you have the required qualifications and experience and are excited about working for one of the leading European airlines, and you reside in Mumbai, Maharashtra and you are willing to re-locate to other metro cities if required in the future, please send us your resume at mail.qsdelrecruitment@airfranceklm.com