Manager, Passenger Service

Responsibilities:

Develop, implement, and monitor ground handling standards across all stations in compliance with company, IATA, ICAO, and regulatory requirements.

Monitor operational performance, including OTP, D0, turnaround time (TAT), and SLA compliance, and identify improvement opportunities.

Analyze operational data, delays, incidents, and service quality trends; prepare reports and performance presentations.

Coordinate with Ground Handling, Flight Safety, Aviation Security, Training, and external service providers to ensure operational excellence.

Support the development, implementation, and continuous improvement of operational procedures, manuals, and checklists.

Participate in Safety Management System (SMS) activities and promote a strong safety culture across ground operations.

Prepare for and support internal and external audits, ensuring timely implementation of corrective action plans (CAPs).

Review and monitor compliance of contracts, SLAs, and service agreements with operational standards.

Track regulatory changes and ensure timely implementation across the Ground Operations network.

Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer experience.

Requirements:

Higher education in Aviation Management, Business Administration, or a related field.

Minimum 3 years of experience in ground operations, airport services, or airline operations.

Strong knowledge of IATA, ICAO, and civil aviation regulations related to ground handling.

Experience in operational performance analysis, KPI monitoring, and reporting.

Knowledge of Safety Management Systems (SMS), quality assurance, and compliance processes.

Experience participating in internal or external audits is an advantage.

Strong analytical, problem-solving, and organizational skills.

Excellent communication and stakeholder management abilities.

Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

English proficiency at B2 level or higher.