Addressdnata is one of the world's largest air services providers offering ground handling, cargo, travel and flight catering services across five continents. dnata Australia is currently operating in 6 international airports around the nation.
Our Operations, Management team have identified an exciting opportunity for a highly motivated, outcomes focused individual to join our Melbourne team as Manager, Operations.
The ideal candidate will be well versed in all things relating to Ground Services, with a strong background in Ramp and Baggage Operations.
Overall Purpose of the Position:
Reporting to the Director of Ground Services Australia the Manager, Operations - Melbourne will be responsible for the leadership and quality delivery of optimised Ground Services, with a strong focus on Ramp to ensure and effective service meeting and exceeding the company's and our clients expectations.
Based at Melbourne Airport, the Manager, Operations will manage the strategic development, stakeholder management, and delivery of whole of port services within an environment of sensitivities, constraints and competing stakeholder priorities.
Primary Duties and Responsibilities:
- Lead, manage and develop a diverse team including coaching and mentoring and performance feedback to achieve high levels of performance and integrated service excellence;
- Engage and negotiate with stakeholders on strategic issues related to policy, standards and regulations as well as providing expert advice and being an advocate for customer focus across the business;
- Key person for engagement and consultation to ensure the delivery of a wide range of stakeholder expectations, diverse interests and demands, stakeholders including: Airline Representatives, Airport Authorities and third-party suppliers;
- Lead the team to control and reduce, where possible, labour costs and other expenses whilst continuing to meet our clients’ requirements as outlined in our Service Level Agreements (SLAs).
- Lead the team to meet and exceed KPIs and KRAs that are set out.
- Lead the team with a performance framework and provide regular feedback to direct reports to enable ongoing improvement to skills and knowledge.
- Lead the team to ensure we meet and adhere to all safety requirements and legislation that exist in the business and promote a zero harm culture.
- Participate as a dedicated and collaborative member of the dnata Operations Ground Services Management team and effectively manage all stakeholder relationships to ensure success of the business.
Essential Criteria:
- Extensive leadership experience in Ramp Operations (5+ years preferred) with customer centric orientation and ability to drive a service culture;
- Highly developed communication skills both written and oral and excellent presentation skills;
- Demonstrated record of achievement in building and fostering relationships with key stakeholders and clients;
- Extensive experience in engaging and influencing staff to ensure the delivery of a wide range of stakeholder expectations, diverse interests and demands;
- Previous extensive experience in a highly controlled and regulated industry with the ability to lead, translate, implement and manage ongoing compliance, industry standards and legislative requirements;
- Demonstrated business acumen including, financial and budget management and experience in driving culture change and continuous business improvement.
- Can do attitude and sense of humour - essential!
