QR16882 - Customer Services and Ramp Manager | Qatar Airways | Doha

[{{ $ctrl._job.status.name | translate}}] QR16882 - Customer Services and Ramp Manager | Qatar Airways | Doha
Qatar Airways

Posted
Interested in this opportunity ?

Job description

About Your Job:

The Customer Services and Ramp Manager is responsible for organizing and managing necessary customer services and ramp handling activities at Doha Hub. In this role, you will ensure efficient, productive and risk free operations.  You will act as the primary contact and liaison for all Doha Hub Operational units while ensuring that the standard procedures are followed, a safe workplace is maintained and company values are uphold by all staff. You are responsible for managing and developing the Customer Services and ramp handling team on shift basis on the highest professional level.

Specific accountabilities include:

  • Manages and develops the Hub Control Centre, Customer Services team and Ramp handling team to the highest professional service levels and maintains and increase the passenger’s satisfaction and ramp safety and security as a competitive advantage for Qatar Airways.

  • Manages all Doha Hub operational areas of customer contact and ramp handling as well as being responsible for enabling full interaction with the passengers and stakeholders to provide operational support to the Customer Services Duty Managers/Officers, Ground Services Auditors in Quality and Compliance and Ramp handling staff.

  • Plans resources and manages daily operations as per the standard operating procedure.

  • Identifies and assesses benchmarks in the service industry and implements service enhancements.

  • Assists in the development and management of reporting systems to identify areas of improvement to the overall customer and ramp handling experience.

  • Delivers all service contracts effectively and conduct regular performance reviews to monitor and measure improvements in all areas.

  • Communicates effectively with all areas of the operations. Conducts and attends daily team briefings.

  • Tracks, interprets, analyzes and assesses result and data of On-time Performance and safety and security, ramp handling, Customer complaints and other operational trends.

  • Manages crisis management program in event of incident or accident and be fully familiar with the Local Emergency Response Plan through regular trainings.

  • Investigates, concludes and reports incidents and/or accidents involving HUB resources in the passenger terminal as well as instances of service lapse. Reports to the senior management on irregular airport operations, in advance when possible, or as soon as the situation arises.

  • Builds strong relationship with all key stakeholders in the HIA including local authorities, HIA Management, QAS and IOC.

 

The Customer Services and Ramp Manager is responsible for organizing and managing necessary customer services and ramp handling activities at Doha Hub. In this role, you will ensure efficient, productive and risk free operations.  You will act as the primary contact and liaison for all Doha Hub Operational units while ensuring that the standard procedures are followed, a safe workplace is maintained and company values are uphold by all staff. You are responsible for managing and developing the Customer Services and ramp handling team on shift basis on the highest professional level.

Specific accountabilities include:

  • Manages and develops the Hub Control Centre, Customer Services team and Ramp handling team to the highest professional service levels and maintains and increase the passenger’s satisfaction and ramp safety and security as a competitive advantage for Qatar Airways.

  • Manages all Doha Hub operational areas of customer contact and ramp handling as well as being responsible for enabling full interaction with the passengers and stakeholders to provide operational support to the Customer Services Duty Managers/Officers, Ground Services Auditors in Quality and Compliance and Ramp handling staff.

  • Plans resources and manages daily operations as per the standard operating procedure.

  • Identifies and assesses benchmarks in the service industry and implements service enhancements.

  • Assists in the development and management of reporting systems to identify areas of improvement to the overall customer and ramp handling experience.

  • Delivers all service contracts effectively and conduct regular performance reviews to monitor and measure improvements in all areas.

  • Communicates effectively with all areas of the operations. Conducts and attends daily team briefings.

  • Tracks, interprets, analyzes and assesses result and data of On-time Performance and safety and security, ramp handling, Customer complaints and other operational trends.

  • Manages crisis management program in event of incident or accident and be fully familiar with the Local Emergency Response Plan through regular trainings.

  • Investigates, concludes and reports incidents and/or accidents involving HUB resources in the passenger terminal as well as instances of service lapse. Reports to the senior management on irregular airport operations, in advance when possible, or as soon as the situation arises.

  • Builds strong relationship with all key stakeholders in the HIA including local authorities, HIA Management, QAS and IOC.

 

About You:

You must have a Bachelor's degree or equivalent with 7 years of job-related experience within Ground Operations. You have an extensive knowledge of all areas of airport operations and Ground Services procedures. You have strong leadership skills with positive attitude and ability to develop and nurture relationships within your team and different stakeholders. 

You have strong analytical skills and business acumen to provide quick solutions and recommendations that will support the business requirement.  You have exceptional customer relationship management ability with proven ability to interact and influence all levels of the organization through persuasive communication and approach. You are able to challenge others to manage change creatively, implement new approaches and encourage continuous improvement within your area of assignment. 

You work easily with diverse functional and business units and large teams. You have good managerial skills with the ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills; ability to train and to foster teamwork among team members. You are able to work under pressure in a dynamic and fast paced environment. You have an excellent command of written and spoken English with established ability to build and maintain relationships at all levels of the organization.

 

 

 

Note: you will be required to attach the following:
1. Resume / CV

Requirements

See description

Job type
Fulltime job
Location
Al Khulaifat Al Jadeeda, Doha, Qatar
Department
Engineering & Maintenance
Starting in
As soon as possible

Qatar Airways

Other suggested jobs

{{:: 'Chief Engineer' | ellipsis : 40 : true }}

{{:: 'The Ritz-Carlton Doha' | ellipsis : 35 : true }}

{{:: 'Electrical Technician' | ellipsis : 40 : true }}

{{:: 'Marriott Marquis City Center Doha' | ellipsis : 35 : true }}

{{:: 'Director of Engineering' | ellipsis : 40 : true }}

{{:: 'Sheraton Grand Doha Resort & Convention Hotel' | ellipsis : 35 : true }}

{{:: 'Senior AC Technician' | ellipsis : 40 : true }}

{{:: 'The St. Regis Doha' | ellipsis : 35 : true }}
Interested in this opportunity ?
Other jobs
View 174 other offers