The successful candidate will lead the development, implementation, and governance of cargo industry quality standards and performance initiatives, driving continuous improvement in service excellence and customer experience across the cargo network. Leveraging the principles and methodologies of Cargo iQ, the role will work closely with internal stakeholders, service providers, and industry partners to enhance operational performance, data quality, and process compliance.
Key Responsibilities
Lead and Manage the Cargo iQ Quality Management System (QMS)
- Ensure ongoing compliance with IATA Cargo iQ certification standards and requirements
- Lead the preparation, coordination, and successful completion of Cargo iQ audits conducted by external auditors
- Maintain and continuously enhance the Cargo iQ Quality Manual, training materials, and Cargo iQ-related operational procedures within the Cargo Procedures Manual (CPM)
- Drive the adoption of industry best practices and quality standards across the cargo network
Improve service quality of cargo handling of Ground Service Providers (Internal)
- Establish, monitor, and govern divisional Cargo iQ performance KPIs, with a focus on critical shipment milestones (e.g., RCS and NFD)
- Oversee the quality and integrity of Cargo iQ milestone data received from service providers
- Investigate and review with stations on recurring irregularities and service failures, conduct root cause analysis, and recommend corrective measures to improve service handling
- Manage and resolve disputes received from stations regarding Cargo iQ performance metrics and service failures
- Lead validation and testing of Cargo iQ-related messaging with new GHA and service providers, when required
Improve service quality and experience to Customers (External)
- Regular engagement with Cargo iQ forwarders & Global Partners on data quality issues. Drive continuous improvement initiatives through root cause investigation of the failures and data irregularities
- Generate monthly/cumulative performance scorecards of Cargo iQ metrics to Cargo iQ forwarders, Global Partners and other relevant stakeholders
- Recommend and track implementation and effectiveness of corrective & preventive actions taken by the relevant stakeholders
- Ensure the accuracy and maintenance of Cargo iQ shipment milestones
Serve as Business Owner and Custodian of AXIS and SQ Ops Portal
- Oversee the governance, performance, and continuous enhancement of AXIS/SQ Ops Portal and its suite of operational applications, including:
- Shipment Monitoring
- Cargo Mishandling Management
- Cargo Service Level Agreement (SLA) Tracking
- Cargo Backlog Dashboard
- Cargo Claims Management
- Support the continued development and enhancement of AXIS to meet evolving operational requirements and expectations from business units
- Champion user adoption by collecting feedback and ensure users are well-trained and confident with using the various applications in AXIS/SQ Ops Portal
- Lead User Acceptance Testing (UAT) for any Cargo iQ-related changes impacting iCargo, AXIS and any operational platforms
- Develop and conduct webinars, workshops and change management initiatives when implementing any new updates/enhancements in AXIS/SQ Ops Portal to the network
Represent and participate in the bi-annual Cargo iQ working group - and in at least one of its sub-working groups.
