Customer Service Manager

The Customer Service Manager is responsible for leading end-to-end airport customer service operations, ensuring excellence in service delivery and operational efficiency.

This role serves as the primary liaison between airline partners, stakeholders, and operational teams, driving performance through effective KPI management, service monitoring, and real-time issue resolution.

The incumbent provides leadership across frontline and support functions, ensuring compliance with safety, security, and quality standards, while championing continuous improvement and strategic initiatives to enhance overall customer experience and operational effectiveness.

Key Responsibilities

• Develop and execute operational plans to ensure seamless customer service delivery across all touchpoints.
• Anticipate potential disruptions and implement contingency measures to minimize operational risks and customer impact.
• Manage deployment of Duty Managers and frontline staff across terminals, ensuring optimal resource allocation aligned with SLAs.
• Oversee ground handling systems and technology to support operational efficiency.
• Monitor real-time operations (e.g., DOCC) and adjust plans to maintain service continuity.
• Drive continuous improvement initiatives to enhance service standards and operational performance.
• Oversee day-to-day operations, ensuring productivity, service quality, and compliance with established standards.
• Manage workforce planning, including rostering, shift scheduling, overtime control, and cost optimization.
• Lead, mentor, and develop Duty Managers to foster a high-performance and accountable culture.
• Conduct regular performance reviews, recognizing achievements and addressing development needs.
• Represent the organization in operational meetings to ensure alignment and cross-functional collaboration.

• Collaborate with cross-functional teams (HR, IT, Training, Facilities) to drive service improvements and operational alignment.
• Establish and monitor KPIs to support performance management, accountability, and data-driven decision-making.
• Lead the implementation of systems, technologies, and LEAN initiatives to improve efficiency and service quality.
• Oversee risk management processes, ensuring risks are identified, documented, and mitigated effectively.
• Ensure compliance with safety, security, and regulatory requirements through regular audits and inspections.
• Drive departmental projects and initiatives, ensuring timely execution and alignment with organizational objectives.
• Lead performance management processes, including coaching, engagement initiatives, and disciplinary actions where required.
• Partner with HR on recruitment, talent development, and employee engagement initiatives.
• Oversee training strategies, SOP development, and continuous learning programs to maintain high service standards.
• Monitor departmental performance, provide insights through reporting, and recommend improvement initiatives.
• Collaborate with workforce planning and business units to optimize manpower utilization and operational effectiveness.

• Act as the primary liaison between airline partners and station operations, ensuring effective communication and alignment.
• Manage airline communications, providing timely updates on operational performance, disruptions, and service matters.
• Oversee case management of service incidents and complaints, including investigation, resolution, and follow-up.
• Monitor and track operational KPIs, ensuring compliance with airline SLAs and company performance targets.
• Prepare and present performance reports, dashboards, and GEOM submissions accurately and on time.
• Conduct trend analysis to identify root causes of operational issues and implement corrective actions.
• Drive customer feedback management systems to enhance service quality and prevent recurrence of issues.
• Build and maintain strong relationships with airline partners, airport authorities, and internal stakeholders.
• Represent the organization in operational meetings and briefings to ensure collaboration and alignment.
• Manage escalated customer service issues, ensuring prompt and effective resolution.
• Support team performance through regular feedback, reviews, and recognition initiatives.

• Bachelor’s degree in Aviation Management, Business Administration, or a related discipline (preferred).
• 5–8 years of experience in airport operations, ground handling, or airline customer service management.
• Proven track record in leading customer service teams within a fast-paced operational environment.
• Strong understanding of airport operations and ground handling processes.
• Excellent communication and stakeholder management capabilities.

• Strong stakeholder and relationship management skills.
• Ability to manage multiple priorities in a dynamic, fast-paced environment.
• High attention to detail, particularly in reporting and operational analysis.
• Strong project management and continuous improvement mindset.
• Demonstrated leadership and team management capabilities.
• Effective crisis management and problem-solving skills.
• Ability to perform under pressure and make timely decisions.
• Excellent interpersonal and communication skills.
• Proficiency in Microsoft Office applications.
• Flexibility to work shifts, including weekends and public holidays.