About Swissport
We are a global leader in sustainable and responsible airport services provision, renowned for our unwavering commitment to safety, operational excellence, and exceptional service, shaping a future where air travel thrives on reliability, efficiency, and experience.
In 2023, with the support of more than 60,000 colleagues, Swissport provided best-in-class airport ground services for some 232 million airline passengers and handled roughly 4.7 million tons of air freight at 115 cargo centres. Across a global network that is unparalleled in the industry, Swissport served airlines at 286 airports in 44 countries across six continents.
The culture of Swissport is shaped by our corporate values, which guide our actions and decision-making processes. These values are at the core of our culture, shaping our business and underpinning our commitment to measuring our impact. They capture the essence of who we are at Swissport and help us deliver value across the entire company.
"Show You Care" underlines that our actions are perceived and valued from the perspective of the people around us. So, whatever we do, we do it purposefully and consciously, taking in the perspective of our colleagues, customers, and passengers.
“Doing the right things” means that we do the things that are valuable to our colleagues, customers, and passengers. We are trained to do this safely and trusted to do the right thing in any given situation.
"Win as a Team" highlights the importance of teamwork. Either we win as a team, or we fall as individuals. Together, we can surpass ourselves and handle any situation.
These values capture the essence of who we are and our unwavering commitment to excellence, and give actionable guidance for individual behaviour of employees, leaders, and executives, serving as a compass for how to act and deliver.
Job Summary
As our new Manager Global Operations - Passenger Services you are reporting to the VP Global Operations of Ground Handling. You are working within the Global Operations team and together with the Regional CEOs you drive and implement the change to a global mindset.
You have a critical role in developing and delivering Swissport’s global operational standards in passenger handling. You are responsible for reviewing and updating the operational standard processes and procedures along with developing changes in line with the strategic plan. As an operations expert for specific customer airlines, you will coordinate follow-up on operational issues and exchange of information & best practices within the network, striving for global standardization of operational procedures & processes and co-ordinate the roll out of new customer products.
You will be working closely with other areas such as QHSE, IT, training and innovation. The Manager Global Operations - Passenger Services is responsible for developing strategies and roadmaps for passenger services, increasing automation with the help of technology, and looking for ways to increase ancillary revenue by providing new services.
Job Responsibilities:
* Manage the business & strategic side of the operational processes, procedures and applications related to Passenger Services (Operational and functional requirements, business case, priorities, roll-out).
* Define, review, and update the standard operational processes, procedures and engagement standards in accordance with the corporate policies.
* Collaborate with stakeholders (Headquarter, regions and country management, providers) to support embedding of global standards .
* Act as owner for customer specific processes and drive station performance in a true customer and passenger centric approach.
* Lead and implement projects associated with Global initiatives and application rollouts which facilitate automation of existing manual processes to improve operational efficiencies and financial performance.
* Lead and execute operational on-site inspections, business processes reviews and improvement projects.
* Lead the Global INAD project and functionally lead the INAD center in Casablanca, Morocco.
* Promote innovation with the goal of maximizing the value of the company. Work close to key stakeholders to support the development of innovative technology.
* Identify and monitor issues, compliance, risks & mitigation at a global level within the scope of the Sub-Process and Service ownership.
* Develop the business vision for Passenger Services and support the delivery of better value through the identification and elimination of the complexity within business processes and identification of better ways of working.
* Find ideas to increase ancillary revenue, prepare a business case, conduct a trial and implement the new product/service within the Swissport network
* Collaborate with the respective IT Application Owner to promote the Global Standard Solutions as well as the developments, communication, and strategic Roadmap.
* Effectively manage change by liaising with Stations and Stakeholders at the right levels to ensure they are engaged in all process and system improvement initiatives.
Qualifications and Competencies:
* 8+ years of previous experience in Passenger Services either for an airline or for a ground handling company
* Proven experience as a manager in a support/managerial or similar role, preferably for an airline or ground handling company
* Strong project management skills, including the ability to manage multiple stakeholders, priorities and large, multi-year projects to ensure budgets, schedules and performance criteria are met
* Strong communication skills, with the ability to professionally interact with a diverse blend of personality types at all levels of the organization
* Strong IT affinity
* Customer centric, identifying and anticipating new revenue streams
* Strong attention to detail and able to grasp the big picture
* Change management knowledge and experience is highly desirable
* Full proficiency in English is a must.