About the role
To manage and provide overall supervision to the customer service operations at Hamad International Airport and to ensure the Customer Service operates in accordance with operational best practices, in compliance with QR policies and procedures at all times.
Key accountabilities include:
Directs and controls the delivery of the Ground Services strategy to support airline growth plans.
Contribute to the evaluation and development of operational strategy and performance in co-operation with the company’s Executive Management Team.
Benchmarks Hub against competitors and ensures service strategy maintains and improves standards.
Recommends, develops, and implements airport policies and procedures.
Directs activities within Hamad International Airport to ensure operational activities are in line with Qatar Airways Service, Safety and Commercial policies.
Manages the Hub to ensure it achieves the highest standards of operational efficiency and provide enhanced level of Customer Service in line with Competitor Airlines. Ensure that Service Quality standards are maintained at all areas of HIA for Check in, boarding gates, Transfers, to achieve a 5 star experience on the ground.
Ensure that HUB operations achieve On Time Performance (OTP) targets as a Division and also as an airline to measure the effectiveness and success of the service.
Manage and control departmental expenditures/finance within established budgets by directing accounting staff in preparation of budget, and monitoring expenditures to ensure proper and efficient management of funds.
Provide expert change management and risk assessment techniques ensuring that change is well managed and received across GS Hub.
Lead and manage the Ground Operations activities with relevant stakeholders, which include but not limited to, government authorities – Ministry of Interior, Qatar Aviation Services, Hamad International Airport, Engineering, Flight Operations, Cabin Services, Group Safety and Security at all times.
Ensure that QR complies with International external and internal regulatory requirements like the Transport Security Administration-USA, Department for Transport-UK and Australia, Qatar Civil Aviation Authority (QCAA) as part of the corporate governance structure.
Oversee training for Supervisors and front line workforce to ensure they are incompliance with the company safety standards and procedures.
Establish the department or teams objectives and priorities to align with and support business objectives.
Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed.
Oversee and supervise employees. Direct daily activities, recruit, train, develop and discipline to ensure a high standard of service delivery.
Train and develop other employees, to ensure succession planning is in place.
Establishes performance targets and KPIs, and measures accordingly to ensure excellent delivery of customer service.
Provide leadership and guidance by coaching, counselling and mentoring the team to directly enhance their skills. Builds capability of direct reports through continuous development.
Take responsibility for own ongoing personal development and growth of expertise.
Keep abreast with any market trends and developments
Assist in the response to any emergency or a major operational disruption affecting Qatar Airways or its subsidiaries, including support of the Qatar Airways Special Assistance Program.
Act as a role model for HUB leaders and staff.
Train Qatari staff in various duties as per business requirements.
Responsible to ensure that employees at all levels understand work health and safety requirements and expectations through provision of relevant QR Group induction, information, instruction, training and supervision.
Ensure compliance to all relevant safety, security, quality and environmental management policies, procedures and controls across the operation to assure employee safety, security, legislative compliance and delivery of high quality service with a responsible environmental attitude.
Ensure that all managers and supervisors understand work health and safety requirements and expectations to the extent that they can pass on relevant information, identify training needs and provide appropriate supervision in their workplace.
Take a direct and personal interest in reported injuries, incidents, near misses and hazards to ensure that appropriate reporting, investigation and response is being achieved.
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge.
Join us as we dare to achieve what’s never been done before.
Qualifications
About you
The successful candidate will have the following qualifications and skills:
Relevant College or University qualification to min Bachelor’s level
Minimum 10 years relevant experience
Previous experience of managing high throughput Hub facilities.
Experience of managing large projects.
At least 5 years operating within a multifunctional environment and operating complex airport areas involving customers/cargo/freight/government agencies.
Good understanding of conditions of carriage, International Civil Aviation Safety and Security procedures
Experience in areas such as Passenger Services, Baggage Services, Ground Operations, Dangerous Goods Regulations and ramp handling
The ability to manage technical and operational teams.
Excellent customer focus and service delivery.
Managerial skills – Strong mentoring and coaching skills. Ability to train and develop subordinate’s skills. Ability to delegate work, set clear direction and manage workflow. Ability to foster teamwork amongst team members.
Fluency in the English Language.
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before. So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination.
Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.
Click here to Apply Online