Duty Manager - Airport Operations

1w1 week ago

American Airlines

London, GB · Full-time · £45,000 – £65,000

About this role

Join the American Airlines family to explore a world of possibilities at work and during time off. As a collaborative leader in our largest international hub, you'll be part of the International Customer Care Team within the Customer Experience Division. Ensure efficient resource use for operational performance and compliance with safety and security procedures.

Lead and develop a team planning assignments via GSRealTime for Customer Care and Baggage Teams during BAU and IROPs. Manage multiple software programs to analyze operations and decide on best actions. Solve complex staffing issues to mitigate risks and drive results throughout the day.

Collaborate with Admin and Operations leaders to allocate resources where most needed. Foster positive relationships and engagement between allocators, frontline teams, and departments. Serve as escalation point for compliance and accountability.

Think strategically to develop reports on metrics like Key Turn times, Door Opening, Misconnections, and Transfer ADP performance. Identify trends and developmental opportunities to improve team performance. Assist with Airport Service Manager recruitment and conduct grievance hearings.

Requirements

3 years airline supervisory experience
3 years airline operations experience
Strong leadership skills with the ability to manage, motivate and influence a team to achieve results
Strong analytical thinking with the ability to interpret data from different systems and synthesize insights, patterns, anomalies, and trends
Strong problem-solving and decision-making skills with the ability to perform in a fast-paced environment and apply critical thinking under pressure

Responsibilities

Lead and develop a team responsible for planning and executing assignments through technology such as GSRealTime for Customer Care and Baggage Teams during BAU and IROPs
Manage multiple software programs simultaneously to analyze the operation and determine best course of action
Solve complex staffing situations to mitigate risks and drive results
Lead and collaborate with Admin and Operations leaders to ensure resources are planned and applied where most needed
Think strategically, develop reports and identify opportunities to improve processes like Key Turn metrics, Door Opening times, Misconnections rates, Transfer ADP performance
Communicate procedural changes to Airport Service Managers and other team members
Ensure compliance and accountability follow through, and support as an escalation point
Identify trends and team member developmental opportunities; design and implement methods to increase performance

Benefits

Travel the world and grow your expertise while advancing your career
Enrich both your personal and work life
Inclusion and diversity as the foundation of our dynamic workforce
20+ Employee Business Resource Groups connecting team members to customers and suppliers