About the Company
Swissport is a global leader in aviation services, providing Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Swissport's mission is to provide the aviation industry with consistent and tailor-made solutions around the globe for a better customer experience.
About the Role
As a Passenger Service Manager at Swissport Melbourne (based at Melbourne Airport), you will hold end-to-end accountability for the safe, compliant and commercially effective delivery of passenger services across a portfolio of airline clients. You will lead duty managers, supervisors and a large, rostered workforce operating in a complex 24/7 airport environment, setting the standard for day-of-operations performance, building trusted relationships with airline and airport stakeholders, and ensuring the operation is ready to respond decisively during peak periods, service disruptions and irregular operations.
Key Responsibilities
- Own the passenger journey — lead end-to-end delivery across check-in, document verification, gates, boarding, arrivals, connections, baggage service recovery and disrupted operations.
- Lead day-of-operations performance, maintaining operational readiness, making timely decisions and coordinating closely with ramp, baggage, load control, operations control and airline teams.
- Deliver airline commitments, owning performance against Ground Handling Agreements, Service Level Agreements, airline procedures and scorecards.
- Strengthen client partnerships, acting as the senior operational contact for airline clients and leading regular performance reviews.
- Build workforce capability by planning roster coverage, training, leave and competency requirements, coaching leaders and strengthening succession pipelines.
- Champion safety, security and quality by applying Swissport's safety management system and ensuring compliance with aviation security and WHS requirements.
- Drive commercial discipline, managing labour productivity, overtime, controllable costs and revenue capture.
- Lead a fair and accountable culture, managing performance, grievances and conduct matters within applicable enterprise agreements, policies and employment obligations.
- Use operational data, passenger feedback and performance trends to identify risk and embed continuous improvement.
Essential Requirements
- Recent, demonstrated management experience leading airport passenger services for an airline or ground handling provider in a complex commercial airport.
- Strong knowledge of check-in, departure control systems, travel-document and boarding requirements, arrivals, transfers, baggage service recovery and irregular operations.
- A proven record leading Supervisors and sizeable multi-shift workforces, with experience in coaching, performance management, engagement and talent development.
- The ability to remain composed, visible and decisive during delays, cancellations, system issues and other time-critical operational events.
- Experience managing airline relationships, performance scorecards, SLAs or Ground Handling Agreements.
- A practical understanding of aviation safety, security, quality assurance, regulatory training and audit requirements.
- Strong workforce-planning, rostering and cost-management skills, with experience applying enterprise agreements in an operational environment.
Benefits
- Permanent Full-Time position.
- Flare HR Benefits (e.g. Novated Leasing, Medical Insurance Discounts and much more).
- On-site employee parking available.
- Opportunities for career advancement.
- Accrual of annual and personal leave.
- Comprehensive training and ongoing support provided.