About this role
Duty Manager - Passenger Services
We are seeking a professional with proven track record in duty management with aviation services with a service delivery orientation that will lead, motivate, engage and inspire all staff across multiple teams to ensure the delivery of great customer experiences in line with Swissport formula.
Main Responsibilities
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Plan and deploy resources to ensure that we are collectively successful by producing daily allocations in line with customers and operations requirements
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Ensure available resources are used to the optimum level (monitor and control overtime payments within targeted budgets)
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Supervise/control and follow up staff attendance and absences
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Lead the team to ensure we deliver consistently great customer experiences at every touchpoint
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Responsible for the disciplinary process of the team
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Support and identify training needs and coordinate with training department
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Responsible for performance monitoring, coaching and developing the team
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Create and maintain a progressive, open feedback culture by managing the performance of employees
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Ensure senior management is informed of critical issues such as flight irregularity, safety accidents in a timely manner
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Maintain, monitor and report on agreed key performance indicators (KPI's) using all available tools and systems.
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Resolve all customer service challenges in a timely manner
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Ensure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experience
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Maintain and control activities to ensure work safety, health and environmental protection within the area of responsibility
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Initiate investigations on irregularities, accidents or complaints as per our standard reporting requirements
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Manage and contribute towards change within the operational environment
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Ensure deployment of the Corporate QHSE Manual
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Qualifications and Competencies
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5 years' experience in Passenger Services in Aviation with 3 years leading a team in customer services
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Working knowledge of DCS systems
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Leadership and people management skills
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Problem solving and decision-making
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Closing Date: 04 October 2026