Regional Operations Support Manager Cargo - E-Commerce
Reporting to: CEMEA Head Ops support Cargo
About Swissport
We are a global leader in sustainable and responsible airport services provision, renowned for our unwavering commitment to safety, operational excellence, and exceptional service, shaping a future where air travel thrives on reliability, efficiency, and experience.
In 2023, with the support of more than 60,000 colleagues, Swissport provided best-in-class airport ground services for some 232 million airline passengers and handled roughly 4.7 million tons of air freight at 115 cargo centres. Across a global network that is unparalleled in the industry, Swissport served airlines at 286 airports in 44 countries across six continents.
The culture of Swissport is shaped by our corporate values, which guide our actions and decision-making processes. These values are at the core of our culture, shaping our business and underpinning our commitment to measuring our impact. They capture the essence of who we are at Swissport and help us deliver value across the entire company.
"Show You Care" underlines that our actions are perceived and valued from the perspective of the people around us. So, whatever we do, we do it purposefully and consciously, taking in the perspective of our colleagues, customers, and passengers.
“Doing the right things” means that we do the things that are valuable to our colleagues, customers, and passengers. We are trained to do this safely and trusted to do the right thing in any given situation.
"Win as a Team" highlights the importance of teamwork. Either we win as a team, or we fall as individuals. Together, we can surpass ourselves and handle any situation.
These values capture the essence of who we are and our unwavering commitment to excellence, and give actionable guidance for individual behaviour of employees, leaders, and executives, serving as a compass for how to act and deliver.
You, as our Regional Operations Support Manager Cargo-E Commerce Focused
Job Summary
Manage, monitor and support all aspects of the day-to-day activities of the Ops Support group, implementation of all corporate SPI standards, providing stations guidance while making recommendations to Head Ops support on all operational aspects (Budgeting/Actuals, Resource Planning, Ops Processes & Tools, Performance management, Quality, Training & Safety.
Job Responsibilities
- Act as Operations support on the ground as required to support daily E-Commerce operations in any assigned country in the region as required.
- Act as operational liaison between all entities engaged in E-Commerce handling within Swissport’s CEMEAI Region.
- Ensure SPI Integrated Ops Management System is known & applied (Ops/Training/Safety Policies) and all relevant employees have access to it.
- Support the yearly Ops Budgeting process, challenge stations (FTEs, hours, overtime, absences) and make recommendation for efficiency gains to Head of Ops Support Cargo and country MD’s.
- Support the monthly Ops Reporting & Forecasting process (productivity, quality, workforce), ensure accurate station reporting into DCM and challenge the results.
- Support “Resource planning & rostering”; helping to propose more efficient engagement standards, perform scenario calculations for customers & tenders - ensure compliance of all stations to SPI method.
- Ensure implementation & compliance by all stations to Swissport standard operating procedures (SOPs), draft local operating procedures for the country (LOPs) and ensure all station specific Ops procedures are specified in local supplements.
- Implement all tools related to Cargo operations at Swissport’s disposal (Mobile devices, IWS etc…)
- Support a high-quality performance management in the country based on SMM (Station Managers Manual)
- Support stations to implement KPI Culture, e.g. provide daily data out of systems & standardized daily station performance scorecard, focusing on Cargo iQ at the various stations and drive improvements.
- Support stations to implement KPI Culture, e.g. provide daily data out of systems & a standardized daily station Dashboard for main SPF KPIs, with special focus on safety standards and culture.
- Measure and manage quality based on customer SLAs and SPI standards and make suggestions on process changes in order to improve quality levels.
- Actively align with country HQ departments, e.g. Finance (Budgets, Actuals, Forecasts, Tender), HR (FTE planning, rostering, T&A), IT (Ops tools, interfaces, mobile solutions)
- Drive efficiency and cost management in all areas of operations, e.g. implementing new Technologies to drive cost reduction through automation
- Develop and maintain strong relations with customers and airport authorities to quickly identify and resolve operational issues timely
- Lead, evaluate and develop a team within operations support.
- Encourage early reporting of occurrences.
- Act as a role model by demonstrating safe working behaviour.
- Support Commercial activities with customers and partners.
- Support new station startups.
Qualifications and Competencies
- Bachelor’s degree or equivalent
- Minimum 7 years’ experience in Operations and 5 years in a leadership position
- Excellent English communication skills including written, verbal, interpersonal and presentation.
- Mandarin / Cantonese language skills are a strong plus
- Very strong familiarity with E-Commerce logistics environment (operations, customer needs, market dynamics, KPIs)
- Strong leadership skills and a proven track record of managing and motivating all levels to achieve operational goals.
- Ability to build good relationships and influence change.
- Solid problem solving, issue resolution and decision-making skills.
- Proven ability to communicate with all levels in a multicultural environment.
- Strong understanding of internal customer and external market dynamics
- Excellent ability to work well under pressure; make quick decisions and execute.
- Knowledge of Ground Service equipment, GSE Maintenance, ramp, and the airport environment
- Excellent knowledge of IT tools (data analysis, tracking and reporting)
- Personal and professional integrity of the highest order
- Willing to travel and spend some weeks/ months in another location in the region, if required.
