Summary
As the heartbeat of any airport, the terminal serves as the primary point of interaction for travellers and a central hub for various airport activities. The role of a Terminal Manager is pivotal in maintaining the integrity and functionality of the terminal, directly impacting the overall passenger experience and the airport's reputation. The Terminal Manager orchestrates the numerous facets of terminal operations, all of which contribute to a safe, secure, and enjoyable experience for passengers. It requires a combination of leadership, operational acumen, and a commitment to safety and customer satisfaction.
Duties and Responsibilities
- Responsible for the day-to-day operations of the assigned terminal(s)
- Manage the full spectrum of Ramp & Baggage Services operations in your assigned terminal(s), including but not limited to check-in, departure and arrival handling, arrival services (lost & found), excess baggage & ticketing, and lounge(s)
- Manage a team of Duty Terminal Managers on shift duties, as well as the larger team of RBS staff in the assigned terminal(s)
- Serve as the point of escalation for the Duty Terminal Managers and other teams your assigned terminal(s) (must be contactable via the company-issued mobile phone 24x7)
- Manage airline accounts in the assigned terminal(s) — engage airline Station Managers and their representatives regularly and ensure that issues raised are addressed promptly
- Serve as the point of contact for airlines in the assigned terminal(s)
- Co-ordinate and attend regular/ad-hoc meetings of airlines in the assigned terminal(s), take meeting minutes and ensure prompt follow-up of all action items
- Work with CAAS and CAG where necessary pertaining to issues involving the airlines in your assigned terminal(s)
- Serve as the point of contact for Ramp & Baggage Services for all airline audits of assigned airlines, and be responsible for audit preparation and readiness
- Be responsible for the coordination and facilitation of airline system trials, terminal moves, system cutovers for airlines in your assigned terminal(s)
- Monitor the daily shift reports (including on weekends) sent by the Duty Terminal Managers under your charge and take ownership to resolve follow-up items
- Ensure that Duty Terminal Managers report all relevant incidents in dHub where necessary and keep Head of Ramp & Baggage Services informed
- Work with Resource Planning and Human Resources to ensure sufficient staffing levels at your assigned terminal(s) to deliver on Service Level Agreements (SLAs)
- Be responsible for planning and ensuring that all staff in your designated terminal(s) are current in all mandatory certifications required to perform their jobs.
- Be responsible for the development, appraisal and discipline of the teams within your designated terminal(s)
- Provide absence coverage for other Terminal Managers
- Any other duties assigned by the Head of Ramp & Baggage Services
Requirements
- Possess a degree or higher from a recognised institution, or demonstrable experience in lieu of a degree
- At least 5 years of experience managing operations at an airline or ground handling company
- While this role has regular hours, candidates must be able to perform shift duties where required to supervise operations in the assigned terminal(s)
- Willing to hold the company-issued mobile phone and respond to escalations on a 24x7 basis
- Willing to monitor the shift reports from Duty Terminal Managers 7 days a week
- Well-versed in the full spectrum of customer service operations (i.e. check-in, departure and arrival handling, excess baggage & ticketing, arrival services (lost & found), and lounges)
- Able to lead and motivate large teams to deliver operational excellence
- Must be comfortable working in a high-stress operational environment and be able to make sound decisions in crises
- Candidates with a proven track record in a similar role may be considered for the Senior Terminal Manager role
