Airline Operations Manager
3 weeks ago
Who We Are
API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our customers a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology and solutions to our clients then API may be a great fit for you
Summary/Objective:
As part of API's strategic growth across the Asia Pacific (APAC) region, we are excited to introduce the role of Operations Manager on Duty (MOD). This key position supports our ongoing expansion, including the development of a new operations team in India, in alignment with our long-term business goals.
The Operations Manager will be responsible for driving high quality operational outcomes for our airline customers, whilst exercising strong leadership to implement a range of operational improvements. This position has managerial responsibility for supervisors, operations agents, remote agents, client on-site agents, and other non-exempt team members within the APAC Operations team. This is a dynamic and hands-on role delivering a critical service to customers in a fast-paced environment, while spearheading the formation and growth of a team of 20+ members.
The APAC Operations team provides 24/7 coordination and execution of client crew accommodation requests. In coordination with other departments, the Operations Manager
ensures that the Operations team delivers efficient and timely completion of client requests while maintaining a strong focus on providing professional, courteous and friendly service to our valued customers.
The Operations Manager facilitates problem resolution associated with planning, scheduling, systems and applications, as well as ensuring that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances. The Operations Manager will forge the development of APAC Operations in India, driving the establishment of enhanced planning, data-based decision-making, advanced analysis and process redesign as API builds its new operational framework.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ensures API’s operational performance meets contracted customer Service Level Agreement (SLA).
- Coaches and mentor Operations Supervisors and Operations team members.
- Analyses issues that have potential impact on ACES dashboard application, and relays information to supporting departments, operations and account management, and other senior company management as appropriate. Reviews and recommends the most efficient hotel accommodation and/or transportation options to optimize use of resources to fulfil customer’s requirements. Reviews and recommends responses for issues which will require follow-up analysis.
- Evaluates business options which can be taken to insure accommodation resolution in an effective and timely manner.
- Relays information and coordinates with necessary departments to initiate and implement required changes, coordinating with and updating senior management as necessary.
- Resolves operational issues affecting unconventional requests and evaluates overall impact of delays for accommodations and/or sold-out locations based on customer Service Level Agreement (SLA).
- Ensures current, accurate information and procedures are utilised. Addresses operations work methods and problems. Ensures the team has up to date information to carry out the responsibilities of their positions.
- Provides guidance to Operations team members during regular and irregular operations (IROPs). Serves as lead subject matter expert advising Operations staff on a variety of operational issues.
- Focal point for contingency planning during operational disruptions.
- Supports organisational policies and senior leadership through productive analysis and constructive suggestions. Provides operational input for daily senior management briefings as required. Examines and recommends changes to improve the quality and efficiency of the daily operational plan and execution of the daily schedule plan.
- Provides Operations team members with comprehensive qualitative quarterly audit feedback to include attendance updates, voice audit summaries, analysis of productivity levels against goals and summary communication of departmental and/or business news.
- Supports the management of daily transaction time, call answer rate and response time objectives.
- Works closely with all supervisors and other operations management team to ensure open communication, consistency and workflow.
- Accepts supervisory calls and chats, including customer escalations and take appropriate action to resolve issues.
Competencies
- Excellent strategic client relationship building skills with an ability to positively represent API to customers and suppliers
- Strong problem solving and analytical skills
- Results driven with an ability to deliver
- Negotiation skills
- Strong ownership and ability to multi-task and work well under strict deadlines, and fast-paced environment
- Skilled at reviewing, designing and ensuring adherence to processes
- Attention to detail and the ability to produce high quality work is a must
- Exceptional verbal and written communication skills in English and Hindi
- Knowledge of airline operations and business models
- Strong analytical skills and competency with Microsoft Office products, particularly Excel
- Proven leadership experience, including the ability to lead and motivate a team
Position Type and Expected Hours of Work
This is a full-time position, Monday - Friday core API business hours with flexibility to work evenings and weekends based on business/operational needs.
Required Education and Experience
- Minimum Bachelor’s Degree or equivalent
- 5 years of operational leadership managing teams, or similar transferrable experience
- Experience in the hotel/airline/travel industry preferred
- Customer service and client relationship background a strong plus
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