Customer Experience Duty Manager

About the Role Lead, support, manage and administer in assigned terminal Zone for all Customer Experience related activities in terminal operations to deliver world class quality and standards of service to all passengers and customer airlines, whilst ensuring the efficient, effective, and optimal deployment of all QAS resources in order to meet the requirement for handling all services, including and not limited to : Customer Experience Services, Check-in, Boarding Gates, Baggage Lost and Found Arrivals, VIP, Customer Care, Porter, Trolley, and any other services as directed by QAS Management. Responsible for planning in advance and coordinating the proactive management of Qatar Aviation Service (QAS) terminal operations to ensure the smooth and efficient handling of all QAS related services at Hamad International Airport in accordance with the Company’s polices, and the respective Customer Airline Standard Ground Handling Service Agreement SLAs.

Responsibilities

Supporting the Customer Experience Shift Manager in delivering QAS Customer Experience and safety standards excellence across terminal operations (Check-in & Boarding, Trolley and Porterage, Baggage Lost and Found Arrivals, and Customer Care) in various operational Zones (within terminal operations), financial, and administration aspects, and driving excellence in service delivery for QAS in all aspects at Hamad International Airport.

Responsible for planning and operating within the approved Customer Experience budgets (for each respective shift).

Ensure all Customer incidents are handled with almost care, and that the Escalation Matrix is complied with notifying QAS Senior Management of all irregular airport operations (as set out in the Escalation Matrix), without delay. Assess and evaluate problem root cause analyses and collaborate in updating the SOPs as per company policy and provisions.

Assisting Shift Manager, Manager Customer Experience, and HOD in the development and implementation of enhanced terminal operational processes and services which maximize the efficiency and service delivery standards of the operation.

Develop staff with good potential for attaining higher level position by regular reviewing of work performance, assigning more challenges tasks and recommending appropriate training.

Review Standard Operating Procedures (SOPs) and work Instruction (WI) on a regular basis, and following each incident, and propose the necessary changes as remedial action to ensure operational integrity across the Customer Experience and terminal operations.

On monthly basis meets with Officers, Supervisors, and Lead Customer Service Agents to discuss performance results related to the operation and ensure that QAS service standards are consistently measured and met.

Provide daily reports to QAS management and perform shift briefings to the duty team on each respective shift perform effective communication on clear shift targets to employee.

Investigate, research, conclude, and report incident(s), accident(s), and service lapse(s) involving QAS staff across Curb Side Short Term Car Park (STCP), Employee car park or Entire Passenger Terminal Complex (PTC), in order to develop, select and implement the solutions to overcome the root cause(s) of incident(s), accident(s) and / or service lapse(s).

Ensure compliance of QAS Safety and Standard Operating Procedures (SOPs) across the department, and support QAS Human Resources in determining the appropriate fair and consistent disciplinary or corrective action(s) to department staff and / or procedures following the conclusion of an investigation pertaining to an incident, accident, and / or service lapse.

Support the Manager Customer Experience, and HOD, with the creation of Key Performance Indicators (KPI’s) through their feedback, when there will be any KPIs Matrix revision required.

Responsible for the overall performance of the Customer Experience team performance in operations, financial and administration aspects in order to perform as per agreed Service Level Agreements (SLA), and to avoid penalties (as per the targets in the SLA between QAS, QAS customer airlines and / or HIA).

Employing Just Culture methodology, ensure the timeous investigation into all incidents (by respective shift), and providing detailed responses to the Customer Relationship Management Team (CRM) regarding all customer queries.

Perform safety and security, and Quality and Compliance spot check on QAS resources, workforce, equipment and facilities as well as all passenger terminal facilities, which are utilized by QAS for daily operations.

Respond and coordinate QAS resources, in line with the Escalation Matrix, and in conjunction with HOD / Manager Customer Experience, and Customer Experience Shift Manager to support the response required to any airline / airport emergency situation.

Coordinate and accommodate, when possible, as well as maintain positive relationship with other QAS customer airlines’ representatives, airport authorities and airport agencies to support business objectives.

Prepare individual / shift reports highlighting—clearly and coherently any incidents or service lapses and share with the Customer Experience Specialist & Manager Customer Experience, for review, and work collaboratively to ensure the appropriate subsequent actions (if any) are taken timeously.

Stay up to date with any changes to Customer Experience policies and procedures and ensure compliance.

Assist security department with providing feedback for employees reporting to QR premises with inappropriate attire as and when required.

Ensure all assigned follow ups are actioned on shift basis for timely closure of issues and highlight critical / unresolved cases to the line manager for further management review.

Perform other department duties related to his / her position as directed by the HOD

Qualifications About you

Essential

Bachelor’s Degree or Equivalent

Minimum 4 years of job-related experience

Airport emergency and accident procedures.

Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members

Expert knowledge of ground handling operational procedures, Airport handling procedures

Must possess a strong, decisive and collaborative leadership style

Demonstrate the highest standards of integrity, equality and respect.

Ability to effectively communicate with clear, concise and consistent messages

Ability to train and develop subordinate's skills. Ability to foster teamwork among team members

Preferred

Knowledge of Arabic will be an advantage.

5 years of relevant managerial experience

About Qatar Airways Group Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community

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