Head of Customer and Ground Services – Air Botswana

To plan, lead and manager operations and performance of Customer and Ground Services Department; Cargo Operations and all Outstations in Botswana and other countries in a safe, secure and economical way to attain operational excellence and business goals. The Head of Customer & Grounds Services ensures highest level of customer service satisfaction on the ground is experienced by Air Botswana’s passengers, establishes and maintains a customer centric culture amongst staff that enhances customer satisfaction, brand loyalty and business growth.

1.2   Principal Responsibilities and Accountabilities (Key Performance Areas)

Functional Strategy Formation, Planning and Execution lead – (Contract Management)

• Develops, implements and manages performance on strategic and business plans for the function in conjunction with the General Manager. Strategic Reports to EXCO, Boards & stakeholders
• SWOT, PESTLE Gap analysis undertaken to ensure activities meet the strategic business priorities, business landscape & requirements.
• Aligns and Leads change management in the department/organization to effectively meet customer needs.
• Cost Containment and Revenue Optimizing Strategies

Lead & Manage Ground Handling Operations, Customer Airlines (SLAs) and provision of Quality Passenger Services

• Take overall responsibility for designing, developing and delivering the organization’s operational strategy, customer airlines’ handling approaches, marketing, communication and business outcomes for Customer & Ground Services.

Cargo Operations& Ground Support Equipment (GSE) Management

• Market Research and Identification of business opportunities, strategic networks and drives the development of proposals to grow the business.
• Develop and implement Cargo Operations Strategy, Standard Operating Procedures (SOPs) for air Cargo Operations in line with industry standards and regulatory requirements.
• Leads negotiations with airlines for Cargo Space, Flight Timing and Preferential Rates
• Directs Warehouse Operations, application of Supply Chain and business management principles to meet business objectives.

Quality Customer Services, Marketing, Communication, Networking and Relationship Management 

• Develop overall customer services and relationship management strategies and long-term plans.
• Consult with airline customers to establish policies and guidelines on customer service delivery and relations management.
• Develop policies to ensure high service levels with the implementation of self-service systems, equipment and facilities.

Air Botswana Safety& Quality Management System (SMS)

• Ensures that authorities and responsibilities within the Airline’s safety & security management system for all ground handling operations are defined and communicated throughout all areas where ground handling operations are conducted.
• Actively report hazards encountered relating to inter alia aerodrome operations, flight operations, cabin services and ground handling; ensure reports are also promulgated to the relevant aerodrome, airline or ground handling agent’s SMS.

Airline Transportation Service Effectiveness (SLAs/SOPs) & On Time Performance (OTP)

• Evaluates the need for and then arranges for Service Level Agreements relating to Landside, Terminal and Airside Operations to be compiled and signed by all relevant parties.
• Oversees the compilation of Standard Ground Handling Agreements (SGHA) in line with the IATA AHM between Air Botswana and third parties on ground handling or ground services.
• Ensures that ground handling is carried out in accordance with Air Botswana’s procedures, OTP Guidelines, the Standard Ground Handling Agreement and in compliance with the requirements of the relevant Customer Airline, State and other applicable authorities.

Audit Compliance

• Ensures that six monthly external Audits are carried out on the Ground Handling Activities – in-house or provided by a third party; these Audits complement any ISAGO Audits which are carried out by IATA.

Cabin & Lounge Catering Services Management

• Ensures that all catering and refreshments served on board Air Botswana’s aircraft have been prepared and packed in hygienic conditions which conform to the Country’s Health and Safety Act.
• Develops and Implement cabin and lounge catering services business strategy.
• Ensures a consistent approach, by all parties, internal or External stakeholder to all aspects of Customer Service provided by Air Botswana to its passengers.

Risk Management

• Manage and reports on the organization’s risk management and/or control process. This includes contributing to the development and implementation of risk management policies and procedures.

Performance Management

• Formulates Scorecards, Monitors and report on business plan Performance.
• Hold direct reports accountable for performance planning and achievement of business plans.

1.3   Minimum Education required

• A recognized Degree in Business Administration, or equivalent required.
• A relevant Aviation related Diploma would be an added advantage
• Master’s Degree from an accredited University or College would be an added advantage.
  

1.4   Minimum Experience required

• At least ten (10) years post graduate experience of which five (5) years will have been managerial position in Sales, Marketing, Passenger & Cargo Services, with thorough knowledge of cargo handling rules and regulations.
• Knowledge of Aviation Passenger/Ground Handling Services will be an added advantage.

                                                                       CLOSING DATE:  15th April 2024 1630hrs

NB. ALL APPLICATIONS SHOULD BE ONLINE. THE AIRLINE SHALL ONLY CORRESPOND TO SHORTLISTED CANDIDATES