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Senior Manager FBO Cairns

Jet Aviation • Cairns, QLD, AU • 3d ago

Your Opportunity

As FBO (Fixed Base Operation) Senior Manager you will be responsible for managing a small team who carry out a high level of customer service for our customers while managing the arrival, departure and turnaround of Corporate aircraft at Cairns Airport. The role also involves continuous training and development of operations and staff.

Your Responsibilities will include but not be limited to:

People Management

Motivate and appraise high performance of staff
Planning and managing rosters for all staff including casual employees
Maintain calm and professional manner in high pressure situations
Provide and receive stakeholder and customer feedback
Prioritise tasks and effectively manage time to ensure the highest levels of productivity
Carry out risk assessment and analysis of any new work to be undertaken of existing and new projects
Provide training and supervision to staff as required

Business Development

Develop new business opportunities in conjunction with the Director National FBO to deliver on agreed Business Development Plan and targets
Drive marketing campaigns locally and update CRM system & Aircraft Database with details of aircraft, customers, pilots, owners, suppliers, etc.
Work with the Airport Authority and other key stakeholders to ensure maximum exposure of the FBO and promote business opportunities
Identify business opportunities and drive traffic to global locations for Jet Aviation
Develop and publish instructions and procedures to supplement the FBO suite of manuals.

Customer Service

Deliver the highest level of customer service at all times to all customers, suppliers and partners
Ensure the FBO facility is clean and maintained to an exceptional standard at all times
Work with external suppliers to ensure efficient delivery of services to meet customer expectations within agreed budget
Communicate effectively with customers, suppliers, partners and stakeholders.

Main Responsibilities Cont.

Administration & Operations

Ensure compliance with Jet Aviation WHS&E policies and procedures and any other regulatory requirements to meet audit and ISBAH standards
Comply with FBO Operations suite of Manuals in all respects of the operation
Provide input into company procedures for continuous improvement
Ensure that all systems and paperwork are meticulous and the operation complies with operating standards
Ensure 3rd party services are booked and arranged in advance of the movement (minimum 48 hours)
Carry out movements promptly and efficiently to a high level of satisfaction for the crew and passengers
Provide full operational support for all types of aircraft including ramp duties: marshalling, baggage handling, waste removal, water and toilet services using supplied equipment where applicable, towing, stair, conveyor belts, etc.
Ensure all movements are recorded in FBO One promptly and accurately
Continuous upsell and promoting of Jet Aviation services
Develop cost efficient roster models and manage the approval of staff rostered hours
Achieve agreed financial targets and service standards as defined for the local FBO operation
Timely production of management reports
Work with Director National FBO to establish cost effective supplier arrangements in the location. Ensure supplier costs are known promptly at the time of the movement or received shortly after the movement for processing
Travel to other FBO locations to provide back-up and support as required or to be involved in conference, events and training
Be on-call as required outside operational hours including receiving phone calls, emails and call ins for last minute flights.

Training Coordinator

Lead development and enhancement of the FBO Training Manual in conjunction with National Training Manager and Director National FBO
Maintain training records for all staff
Deliver training as and when required locally and across JAUS FBO’s when required
Supervise GSE inductions and maintenance, ramp safety, systems, protocol training and location specific data
Tooling checks, visual inspections and scheduling the service dates for any service requirements
Completion of company induction for new staff.

What will help you to Succeed?

Aviation industry background is preferred
An understanding of general aviation and corporate aviation would be beneficial.
Experience in a customer service environment
Previous manager experience
Previous people management experience
Ability to work flexible schedules and in various weather conditions as well as meeting minimum physical requirements of the job
Excellent time management skills
Ability to meet critical deadlines
Excellent communications, customer service and people skills
Customer service and safety focused
Able to work on multiple tasks simultaneously.