We are looking for a Deputy Manager, Passenger Services to join our Sydney Passenger Services Operations! 

The Deputy Passenger Services Manager is part of the management of end-to-end dnata NSW Passenger Services Operation. The Deputy Passenger Services Manager has a primary focus on supporting the operation and the employees to ensure dnata is able to deliver on their mission and values.

The Deputy Passenger Services Manager will report into the Passenger Services Manager in managing multi-dimensional business tasks with competing demands within an environment of sensitivities, constraints and competing stakeholder priorities.

PRIMARY DUTIES AND RESPONSIBILITIES

• Lead the development and delivery of a client centric, commercially focused operations including the management, organisation and coordination of all work areas during day of operations and the management, monitoring and evaluation of Passenger Services and Service Level Agreements; approval of the roster changes to ensure compliance and operational needs.
• Lead significant stakeholder engagement and consultation to ensure the delivery of a wide range of stakeholder expectations, diverse interests and demands; responsible for financial communication and banking on behalf of the clients.
• Develop, implement and monitor business processes and standard operating procedures ensuring compliance to industry standards, legislation and dnata Airport Services’ policy and procedure;
• Manage Workers Compensation cases in the department, to ensure that the department is providing support to our injured staff.
• Develop and provide quality metrics and reporting on critical business issues; balance strategic and tactical considerations when dealing with defined problems and in implementing solutions.
• Lead and embed a positive safety culture within the team focussed on awareness and vigilance. Conduct investigation on safety incidents and issues.
• In consultation with the management team develop, implement and monitor communication plans, business strategy to drive a customer centric culture;
• Participate in team management and performance feedback to achieve high levels of performance and service excellence; ensure the team members are comply with the company requirement. Authorise to approve leave requests based on legal standards and operational needs.
• Set clear and measurable objectives for direct reports at a department level on an annual basis in line dnata framework and process. Drive performance accountability and enables the team to achieve through appropriate support and resourcing.

ESSENTIAL CRITERIA

• Thorough knowledge of all aspects of passenger services, operations and client relationships;
• Leadership experience and a commitment to driving a customer centric service culture within the department;
• Highly developed communication skills both written and oral;
• Previous experience in a highly controlled and regulated industry with the ability to lead, translate, implement and manage ongoing compliance, industry standards and legislative requirements into standard operations;
• Record of achievement in building and fostering relationships with key stakeholders and ;
• Sound level of understanding of financial and budget processes and ability to drive culture change and business improvement initiatives.

Desirable Criteria

• Previous experience in or knowledge of airline industry principles and procedures