Duty Manager

Job Title: Duty Manager

Location: All Airports in Morocco

Job Summary

Ensure the implementation of human and materials means of quality required in due time, to ensure the check-in of passengers and luggage in accordance with the instructions and procedures of the costumers and respect of the standards of quality, safety and security. Ensure compliance with SPT and Company procedures and represent Swissport Morocco and costumers to passengers and airport authorities.

Job Responsibilities:

Supervise the flights handled in compliance with the requirements of the commercial performance while taking into consideration the requirements of safety, minimum turnaround time, economy, and impeccable service to the customers:

LEADERSHIP RESPONSIBILITY

• Responsible for motivating and engaging staff
• Have managerial responsibility over a dedicated group of frontline agents and supervisors (e.g have developmental / disciplinary conversations, annual performance reviews etc.).
• Solve conflicts/irregularities and takes appropriate action; escalate issues appropriately (crisis management) during their shift
• Regular performance reviews of staff

COMMERCIAL RESPONSIBILITY

• Resolve all customer service challenges that arise during their shift in a timely manner
• Communicate proactively to business line leader / customers in case of irregularities
• Build and maintain relationships with dedicated customers and serve as single point of customer contact for operational queries

SUPPORT FUNCTIONS RESPONSIBILITY

• Conduct and coordinate QHSSE related daily checks / inspections conducted by supervisors
• Lead or support QHSSE related HIRA and investigations
• Provide feedback to central planning teams on whether staffing levels meet demand and ensure consistently high standards of service to our customers
• Provide feedback on staffing levels and allocation to Station Manager

Qualifications and Competencies:

• Bachelor’s Degree or higher
• Minimum of 5 years’ experience within the industry
• Team player
• Customer focus and quality awareness
• Strategic Orientation & Result orientation
• Business acumen
• Excellent Communication skills
• Leadership and People management experience
• Self-driven
• Flexible, open to changes
• Ability to work under pressure

About Swissport

Swissport International Ltd. is the leading Ground Services Provider to the aviation industry. Swissport is employing over 60,000 dedicated professionals, serving over 700 client companies at 300 stations in 50 countries on five continents. Swissport delivers unparalleled value in the areas of Ground Handling, Cargo Services, Executive Aviation, Travel Services, Fueling and Aircraft Maintenance. We strive to operate with the core values of People, Professionalism, and Partnership in all that we undertake. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience”.