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 SummaryAs our new Manager Global Operations - Passenger Services, you will report to the VP Global Operations of Ground Handling. You will work within the Global Operations team and with Regional CEOs to drive and implement a global mindset.
You will play a critical role in developing and delivering Swissport’s global operational standards in passenger handling, reviewing and updating processes and procedures, and developing changes aligned with strategic plans. As an operations expert for specific customer airlines, you will coordinate follow-up on operational issues and exchange of best practices within the network, striving for global standardization and coordinating the rollout of new customer products.
You will collaborate closely with other departments such as QHSE, IT, training, and innovation. Your responsibilities include developing strategies and roadmaps for passenger services, increasing automation through technology, and exploring ways to increase ancillary revenue by providing new services.
Job Responsibilities
Manage the business & strategic aspects of operational processes, procedures, and applications related to Passenger Services.
Define, review, and update operational standards in accordance with corporate policies.
Collaborate with stakeholders across the organization to embed global standards.
Act as owner for customer-specific processes and drive station performance with a passenger-centric approach.
Lead projects related to global initiatives and application rollouts to enhance automation and efficiency.
Conduct on-site inspections, process reviews, and improvement projects.
Lead the Global INAD project and oversee the INAD center in Casablanca, Morocco.
Promote innovation and support the development of new technologies.
Identify and monitor issues, risks, and compliance at a global level within scope.
Develop the business vision for Passenger Services and streamline processes to eliminate complexity.
Generate ideas to increase ancillary revenue, prepare business cases, and implement new products/services.
Collaborate with IT to promote standard solutions and strategic roadmaps.
Manage change effectively by engaging stakeholders at all levels.
Qualifications and Competencies
8+ years of experience in Passenger Services within an airline or ground handling company.
Proven managerial experience in support or similar roles.
Strong project management skills, capable of handling multiple stakeholders and large projects.
Excellent communication skills across diverse organizational levels.
Strong IT affinity.
Customer-centric mindset with a focus on new revenue streams.
Attention to detail with the ability to see the big picture.
Experience in change management is highly desirable.
Full proficiency in English is required.
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