About the Company
dnata is a leading global air and travel services provider. In Singapore, the company serves more than 50 airline customers with a team of 1,500 highly-trained employees, offering ground handling, cargo, and flight catering services at Changi Airport.
About the Role
The Service Delivery Manager is responsible for managing the airport operation on a shift basis, ensuring that service delivery conforms to regulatory, operational, safety and customer service standards within a cost-effective environment.
Key Responsibilities
- Lead safety management on a shift basis and ensure a culture of safety; undertake timely investigations of incidents, accidents and near misses, identifying contributing causes and short/long-term corrective actions
- Proactively manage the department's resources (staff & equipment) to ensure service levels meet internal and external KPIs and Service Level Agreements (SLAs), while Standard Operating Procedures (SOPs) are adhered to
- Identify and manage problem areas within the operation, deploying resources as required to meet service delivery targets without compromising safety and security
- Ensure airline customers have a highly visible point of contact, with all service feedback acknowledged, investigated and responded to
- Provide 'on the job' coaching and leadership to operational teams to drive performance improvement
- Balance operational requirements with overtime (OT) costs to ensure overtime targets and other financial KPIs are met
- Conduct quality audits on a shift basis to ensure compliance with KPIs, SLAs, SOPs, and uniform & grooming standards
- Develop and maintain positive working relationships with internal dnata divisions and external partners including CAAS, Changi Airport Group, Airport Police, Immigration, Customs, Auxiliary Police, and outsourced service providers
- In a crisis, ensure the Ramp & Baggage Services Department immediately activates its portion of the dnata Crisis Management Plan
- Ensure compliance with all workplace safety, security, and health policies and procedures
How to Apply
Apply via the link provided.
- Locations
- Changi, Singapore, South East Community Development Council, Singapore
- Timezones
- Worldwide