Looking for a new challenge?
If you are looking for a challenge in a rapid environment in the aviation services industry and are motivated to work in a multicultural company and a position that allows you to put your ideas into practice, this will be an excellent opportunity for you.
Swissport is recruiting for the position of Duty Manager, Passenger Services reporting to the Head of Passenger Services based at Jomo Kenyatta International Airport.
We are seeking a professional with proven track record in duty management with aviation services with a service delivery orientation that will lead, motivate, engage and inspire all staff across multiple teams to ensure the delivery of great customer experiences in line with Swissport formula.
Main Responsibilities
- Plan and deploy resources to ensure that we are collectively successful by producing daily allocations in line with customers and operations requirements
- Ensure available resources are used to the optimum level (monitor and control overtime payments within targeted budgets)
- Supervise/control and follow up staff attendance and absences
- Lead the team to ensure we deliver consistently great customer experiences at every touchpoint
- Responsible for the disciplinary process of the team
- Support and identify training needs and coordinate with training department
- Responsible for performance monitoring, coaching and developing the team
- Create and maintain a progressive, open feedback culture by managing the performance of employees
- Ensure senior management is informed of critical issues such as flight irregularity, safety accidents in a timely manner
- Maintain, monitor and report on agreed key performance indicators (KPI's) using all available tools and systems.
- Resolve all customer service challenges in a timely manner
- Ensure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experience
- Maintain and control activities to ensure work safety, health and environmental protection within the area of responsibility
- Initiate investigations on irregularities, accidents or complaints as per our standard reporting requirements
- Manage and contribute towards change within the operational environment
- Ensure deployment of the Corporate QHSE Manual
- Ensure all Swissport employees are familiarize with the Code of Conduct.
Qualifications and Competencies
- Diploma or higher
- 5 years' experience in Passenger Services in Aviation with 3 years leading a team in customer services
- Working knowledge of DCS systems
- Computer literate (Office Word, Excel, PowerPoint)
- Customer oriented
- Leadership and people management skills
- Problem solving and decision-making
Applications are invited from candidates to fill the above position.
The candidate selected for the job will be required to provide a Police Clearance Certificate issued no more than one year prior to the offer date.
Swissport as an equal opportunity employer bases its hiring decisions on the business need and the best qualified candidates available and does not discriminate it its employment decision on the basis of any protected category.
Closing Date: 14th March 2026
