Description
About the Role:
To manage Baggage Services Operations for Qatar Airways Network & Outstations. Facilitates the consistent flow of baggage operations to and from aircraft by managing all aspects of “Day of” activities and ensuring the achievement of all planned and demand work. To manage, coach and develop a team of Baggage Services staff at the airside to deliver an efficient baggage services as per set standards in order that QR image, reputation and customer services levels are maintained and enhanced to the highest standards.
Accountabilities include, but not limited to:
- Responsible for an effective operation of Baggage Services Department across QR Network in terms of taking full accountability for planning of transferring and delivering of all Baggage services operations, ensuring Company standards are maintained.
- Develop and maintain strong customer/stakeholder relationships including Ground Handlers, Airlines, Government Agencies and Internal Stakeholders as it relates to overall baggage processes. Building and maintaining excellent relation with all key stakeholders across the airport – Ground Handlers, MOI, Customs, Airport Authority.
- Implement regulatory, environmental, safety and security compliance as they relate to Baggage operations and processes.
- Develop and enhance standards and processes to ensure optimization of baggage resources including all arrival terminating process, induction areas, baggage make up areas and the overall flow processes.
- Develop and enhance internal/external KPI’s and SLA’s and ensure compliance with all Stakeholders; participate in audits as required.
- Ensure our entire baggage operations are meeting internal and external audit standards.
- Monitoring and spot checks on documentations required for Finance to be checked on daily basis.
- Financial invoices to be monitored, justified and control cost pertaining to baggage related issues.
- Responsible for initiating best practices, discussions with the team and provide recommendations for smooth functions of baggage operations at Arrival Terminal and Baggage Control Centre – Transfer Baggage Operations Area.
- Resolve complex and irregular problems that may arise in relation to the Baggage Flow.
- Develop innovation and design requirements with Manager Baggage Services to support baggage flow requirements.
- Outline and participate in budget planning, accruals, cost, manpower allocation as well as budget follow-up and pre-approving invoices.
- Present monthly reports to the Line Manager and higher Management, detailing relevant to Hub Baggage Services performances against KPIs, Customer Services Delivery Standards and Staff issues.
- Responsible those 100 outstations discrepancies are reported and highlighted.
- Responsible in developing and enhancing contracts, SOP / LOP’S for overall baggage operations across QR Network in terms of forecasting the department requirements from the perspective of achieving targets with internal and external stake holders.
- Establish the department or teams’ objectives and priorities to align with and support business objectives
- Oversee and supervise employees. Direct daily activities, recruit, train, develop and discipline to ensure a high standard of service delivery.
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:
- Minimum 10 years of job-related experience
- Airport/airline baggage handling experience
- Baggage handling & tracing systems knowledge
- Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills.
- Innovative approach to problem-solving
- Flexibility to take up duty travel to outstations for covering various assignments
- Excellent Communication and Customer Care skills.
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.
