Operations Services Supervisor

Location: Birmingham Airport

The Operations Supervisor is a critical frontline operational role where you will have responsibility for the safe airside operation and our front line team members. You will be responsible for leading, motivating, engaging and inspiring all team members to ensure delivery in line with Swissport procedures, policies and brand values.

Responsibilities

• Supervise/allocate tasks including reporting absences and overtime.
• Plan and deploy resources to ensure customer and operational requirements are met.
• Ensure compliance with all Swissport corporate safety and security procedures to meet/exceed regulatory standards and deliver the desired customer service experience.
• Maintain up to date manuals and documentation.
• Build and maintain relationships with customers and airport authorities.
• Ensure compliance with Swissport's SOPs and policies.
• Ensure maximum efficiency in the operation/turnaround of inbound and outbound flights.
• Responsible for maintenance of assigned equipment and materials.
• Contribute/assist with local emergency plans.
• Make operational decisions with the operational plan.
• Ensure that staff are adequately trained, motivated and communicated with.
• Coordinate operational issues between dispatchers, airlines and flight crew members including delay management and diversions.
• Monitor and ensure that all Swissport departmental standard operational procedures (SOP's) are followed accordingly.
• Ensure the overall supervision and quality of the dispatch release, flight following and operational control processes.
• Quality control and monitoring of flight files, messaging systems, SITA, and issue load sheets and LIRFs.
• Coordinating with all internal departments, line management, CLC, other service providers and airlines when required.
• Create operational reports.
• Attend and investigate any incidents/accidents.
• Look after adhoc handling requests, communicating information to other airport agencies and dealing with the business development team.
• Ensure FSC data is entered accurately and flights are closed in a timely manner, and ensure cleaning services match what has been entered in FMS GHS.
• Ensure correct Flight File Management and supervision of flight files, and ensure daily checks and audits on W&B, flight file documentation and load-sheet documentation are signed off, accurate and complete by authorised personnel.
• Ensure compliance to the Triple AAA documentation processes, along with sign offs and documented audit process.
• Ensure that any dispatcher assigned to a flight or airline is suitably authorised/qualified/licenced to carry out W&B/load-sheets/AAA for the respective aircraft and airlines.
• Will be required to handle commercially/contractually sensitive information related to airlines charges, ad hoc handling rates and services.
• Ensure the safe and secure handling of cash/credit card transactions in line with company procedures.
• Be the critical communications link between the station, the airlines and the airport authority, as well as all legal and jurisdictional bodies, such as the CAA, HSA, Airport Police and Dept of Transport.
• Control and allocation responsibilities of labour and resource on a day-to-day basis.

Leadership Qualities

• Provide professional day-to-day leadership to a team, ensuring the highest standards of health, safety, quality, customer service and security are met and maintained.
• Demonstrate a personal commitment to rigorously enforcing appropriate standards of health, safety and security to ensure performance improves year on year.
• Actively manage team members ensuring each receives timely, appropriate feedback to improve day-to-day performance and behaviour.
• Act as a role model to staff, tackling poor performance or misconduct whenever it occurs.
• Take a pro-active approach to support the operation to best effect in all cases.
• Take personal responsibility to ensure the team delivers the appropriate service to the same high standards on every occasion, reducing health and safety incidents and consistently providing a high standard of customer service.
• Communicate and collaborate to engage others.
• Create transparency to drive results.

Key Performance Indicators

• Adhere to agreed customer standards for the provision of operations within budget/forecast labour cost targets.
• Manage lateness, absenteeism and staff turnover within agreed local limits.
• Maintain uniform standards and presentation in line with company policy.
• Maintain good customer and employee relations, manage disciplinary issues and complaints attributed to the shift.
• Ensure consistent accuracy and completeness of paperwork within time scales and standards set by local management.
• Complete operations audits and follow up each winter and summer season.
• Complete formal staff appraisals for all staff.

Essential Skills

• Ability to accept and embrace change as a constant and unpredictable feature of your working environment.
• Communicate clearly with your people to help them understand Swissport Western Europe direction.
• Build positive and trusting relationships.
• Open to different opinions and seek a collaborative approach.
• Embrace an ideas culture, enabling teams to create an agile edge.
• Promote flexibility, adaptability and agility to enable contingency time.
• Demonstrate sense of urgency and a desire to improve delivery of services and commitment to continuous improvement.
• Maintain personal and professional integrity of the highest order.
• Excellent organisational abilities, attention to detail, ability to prioritise workloads and work effectively to deadlines in a fast paced complex environment.

Qualifications

• A minimum of three GCSE's or equivalent.
• Flexible to work a variety of shifts (days, evenings, nights, weekends and public holidays).
• Ability to speak and understand the English language.
• Ability to travel to the airport when public transport is not available.
• Ability to follow processes and procedures and apply a flexible approach when required.
• Willingness to work in inclement weather.
• Excellent communication skills (written and verbal).
• Able to work as part of a team in a challenging environment.
• Proficient in computer skills and able to learn Swissport and airport systems.
• Previous experience working in an aviation environment desirable.
• Commitment to good customer service and continuous improvement.
• Self motivated and able to inspire others, with demonstrable supervisory skills and experience.
• Excellent organisational and planning skills.
• A full driving licence.
• Ability to speak additional languages desirable.