We are looking for a Country Manager – CIS & Russia who would be assisting Regional Manager -Ground Operations in ensuring that all ground handling, passenger handling and cargo handling activities are carried out safely, securely, on-time and to the required Company’s standards and the Kuwait DGCA approved standards as prescribed in the Quality Manual and related Departmental Manuals/Procedures. He/ she will be fully accountable for all Jazeera Airways’ Airport activities in CIS Region and Russia including Civil Aviation relationships.
Responsibilities and Duties:
A) Customer Service and Operations
- Full Knowledge of SGHA ( Standard Ground Handling Agreements ) & - SLA ( Standard Level Agreements )
- Monitor and supervise all GHA’s activities before, during and after each flight and ensure that they meet SLA targets.
- Ensure that flights maintain OTP.
- Include a customer focus in all areas of the airport operations to ensure seamless service for the customers.
- Ensure awareness of corporate service standards within own team and GHA teams.
- Communicate station performance (OTP/ Baggage handling/ Customer Complaints/ Cargo handling etc) to own team, GHA and other airport authorities.
- Ensure that service recovery is a priority, and the recovery offered is always appropriate as per Company Policy.
- Monitor handling of import and export cargo.
- Ensure immigration requirements are being met at all the stations and the changes in immigration rules are being implemented from time to time.
B) Safety and Security
- Regularly discuss safety and security with the team, GHAs and airport authorities
- Demonstrate a good working knowledge of Load Control
- Regularly coach team and GHAs regarding safety and security on the ramp
- Have a clear understanding of operational safety and security
- Ensure passenger documents and baggage reconciliations for all flights
C) Managing and Developing Customers and Third Parties
- Work closely with GHA to identify loyal customers
- Develop and maintain effective relationships with GHA, Airport authorities, Civil Aviation and other third party suppliers
- Meet and interact with staff of GHA, airport authorities and other service providers
D) Business Management
- Maintain or reduce cost budgets of GHA charges, landing charges and headcounts
- Achieve or exceed customer service standards and targets to improve Net promoter Score of the Airline
- Contribute to the expenditure budgeting process, and evaluate costs and make savings. Maintain close working relationship with Finance Department
- Ensure cost awareness within GHA and other suppliers’ teams
- Have a motivational impact on fellow team members
- Ensure revenue protection considered during flight disruptions
- Maintain the company’s brand image and ensure uniform grooming standards across the stations
Requirements and Qualifications:
- Graduate in any discipline.
- Minimum 10 years of experience in a similar role in an Airline or GHA in any of Central Asian countries or Russia.
- General knowledge of Aircraft, SGHA, SLA, Baggage, Cargo & Passengers handling practices & procedures in accordance with IATA rules & standards Familiar with IATA Airport Services Committee in relation to procedures & standard for ground handling and cargo handling activities including policies for weight & balance, load control, cargo, baggage handling, aircraft handling methods, airside safety & safe operating practices.
- Good knowledge of the Airside and Land Side operation.
- Excellent Communication Skills, Negotiation Skills and Interpersonal Skills
- Good Russian and English (Writing and Speaking).
- Well versed with MS Office Suite.
- Trainings in AVSEC, DGR, SMS, Load & Trim will be an added advantage.
