Overview
The Cargo Operations Manager based at Heathrow Airport is a key operational management position within Swissport UK and Ireland reporting to the General Station Manager and will be responsible for Swissport Operations at station level.
In this role you will be responsible for the day-to-day operational excellence of the station. To lead, plan and manage all operational activities associated with cargo service handling in line with our procedures, policies and brand values.
To lead the team of Duty Mangers, Customer Operations Managers, Clerical and Industrial staff within the operation, to provide and maintain a high-level quality service by planning and organizing the accurate and complete movement of cargo and mail in accordance with Customer Service Level Agreements, (SLAs), and current legislation. Also, to make sure that Health and Safety, Quality, Security and Swissport Standard Operating Procedures, (SOPs), are always adhered to. Control of Clerical and Industrial staffing levels in accordance with financial and budgetary targets
Responsibilities
Health and Safety
1. Management of Health & Safety procedures and requirements in accordance with Swissport Corporate Health and Safety Manual and HSE.
2. Promoting and educating Company “Safety First” commitments within the workforce.
3. Maintain a safe environment through the completion of daily workplace assessments, trend analysis and operational performance reviews.
4. Report and complete investigations into incidents and accidents in Safety Management Tool, and continuously promote improvements in safety.
Security Compliance
5. Management of Security procedures and requirements in accordance with Swissport Corporate Security Manual and relevant governing bodies.
Quality Assurance
6. Management of Quality Assurance policies in accordance with Swissport Cargo Handling Manual and Ground Operations manual.
7. Monitor and control of Company KPIs, such as Cargo IQ and Customer Net Promoter Survey.
8. Monitor and control Customer policies and procedures in accordance with SLAs.
Finance
9. Analyse financial and operational performance to identify trends, and proactively identify improvement potential for productivity and overtime.
Recruitment
10. Maintain budget headcount through recruitment processes, probationary reviews and performance development reviews in collaboration with support functions.
11. Support continual workforce engagement to maintain attrition rates within Company KPI.
Training Compliance
12. Monitor and encourage mandatory and regulatory training compliance in collaboration with support function.
13. Drive training program to ensure workforce upskilling in collaboration with support function.
Leadership Management
14. Establish strong leadership team with department heads and supervisory staff and promote a positive work environment.
15. Strive for continuous improvement through positive people management.
16. Set robust goals and objectives to facilitate people development.
17. Play an active role in mentoring and coaching to develop talent.
18. Monitor and promote Company absence management procedures and conduct welfare meetings to continuously improve unplanned absences.
Operational Delivery
19. Ensure sufficient resource planning in collaboration with Duty Managers.
20. Manage and co-ordinate all aspects of the operation with management teams to deliver consistently high standards.
21. Address and respond to complaints promptly and address operational shortfalls.
22. Effective liaison with appointed airline customer(s) and their client base. Meeting the airline’s quality requirements and production of quality measurement statistics.
23. Liaison with the warehouse and external contractors to ensure a speedy and efficient service is provided to the Company and customer airline(s)
24. Monitor operational deadlines for all export / import flights, incl. trucks.
25. Agreeing to work to the needs of the business, it may be required from time to time that you work additional hours, over and above your contract to support the demands of the operation.
Qualifications
Knowledge, Skills, Experience, and Competencies
26. Ability to accept and embrace change as a constant feature of working environment.
27. Actively seek opportunities to improve service delivery and suggest improvements to the management team.
28. Ensure customers and management team are kept updated of any special requests, anomalies and/or irregularities through effective communications.
29. Manage all aspects of health and safety, and security.
30. Ability to build positive and trusting relationships.
31. Be open to different opinions and seek a collaborative approach.
32. Develop staff through coaching / training / appraisals.
33. Completion of reports related to operational failures, safety incidents in line with company policies.
34. Liaise and manage staff rostering issues.
35. Deal with staff disciplinary procedures.
36. Manage all aspects of the operation, liaising with Airlines, Agents and Customers.
37. Attend and document monthly Airline customer review meetings.
38. Communicate Health & Safety, Quality, Security, Company and Customer Airline procedures & requirements to workforce.
39. Good working knowledge of cargo warehouse and freighter aircraft handling operations.
40. Excellent interpersonal and organizational skills.
41. Good working knowledge of Operational Procedures.
42. The ability to work on own initiative, often under pressure.
43. Promote flexibility, adaptability, and agility to enable contingency planning.
44. Demonstrate a sense of urgency and the desire to continuously improve the delivery of services.
45. Personal and professional integrity of the highest standards.
46. Excellent organisational abilities, attention to detail, ability to prioritise workloads, and work effectively to deadlines in a fast-paced and complex environment.
GDPR
47. Swissport has strict obligations under the General Data Protection Regulation 2016/679 (“the GDPR”). Compliance is therefore a responsibility embedded in all roles. Specifically, however, you are required to actively support and assist the business with compliance, both in your daily duties and in respect of ad hoc projects and activities. You are expected to demonstrate good practice to direct reports, and actively promote a culture of compliance.
DIVERSITY & INCLUSION
48. Swissport and its employees have a strict duty under the Equality Act 2010, not to be discriminatory in their treatment of colleagues and customers, on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. Compliance with equality and diversity principles is therefore a responsibility embedded in all roles. Specifically, you are required to:comply with equality and diversity policies and treat all colleagues and customers with dignity and respect (including in virtual and digital environments).respond positively, inclusively, and supportively to the different needs of colleagues and customers by reason of their protected characteristics.report and act upon all instances of discrimination, harassment, and bullying.proactively support direct reports to understand their responsibility for equality and diversity, including identifying and facilitating development where required. Ensure performance is measured against key performance indicators, to mitigate the risk of discrimination.proactively comply with, model, promote, and embed equality and diversity principles, in daily duties, project work, and strategic planning, to promote a culture of zero tolerance, an environment in which colleagues and customers feel safe and respected, and champion the value the business affords to equality and diversity.ensure changes to policies and practices are screened for compliance with equality and diversity principles and embed compliance as a key performance indicator in strategic planning and project work.evaluate operational decisions to assess the impact on policies, procedures, and strategies with reference to equality and diversity.