Overview
Provide existing and potential customers with a superior and consistent quality service both directly and in conjunction with GHA. To ensure efficient day to day Cargo Operations within the location by guiding and directing the team and adhering to EKSkyCargo procedures.
Responsibilities
* Plan, organise and co-ordinate operational activities to ensure optimal efficiencies and productivity; delegate responsibilities to and control subordinate staff and GHA/third party contractors as appropriate.
* Monitor and oversee the service provided by GHA to ensure it aligns with EK standards; address any shortfalls promptly and implement process improvements with GHA where appropriate.
* Resolve problems such as delays, disruptions, cargo mishandling and transfer cargo.
* Review, collate and compile cargo documentation for cargo uplifted on flights in accordance with local regulations and company policies.
* Ensure accurate completion of all post‑flight activities including dispatch of messages, forwarding documentation and maintenance of the station file; take action for irregularities or discrepancies as required.
* Investigate and respond to queries, complaints and claims from internal and external customers in an efficient and timely manner to restore customer confidence.
* Update and maintain Cargo Systems to provide the requisite customer service information and to produce and analyse periodic reports and statistics.
Supervisory accountabilities
* Motivate, train and give feedback to staff to ensure tasks are completed on time and to maintain a high standard of service; provide on‑the‑job training and manage performance including corrective action; undertake performance appraisals and development planning.
* Supervise cargo operations to ensure all activities are completed safely and efficiently.
* Deputise for the Cargo Manager when no senior manager is on duty and/or act as the Duty Manager (e.g., Freighter).
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