Regional Station Manager

Purpose Of the Job

The Regional Station Manager (RSM) is responsible for managing the performance of all stations in South East Asia & Oceania in terms of safety, punctuality, customer experience and cost. Together with the SEAO stations team the aim is to optimize the performance of contracted Ground Handling Agents (GHAs) and other suppliers, to ensure a high level of service and productivity in line with the SGHA and SLA for each station. The RSM also holds formally the responsibility for Singapore as Station Manager.

Organizational Context
The regional station manager South East Asia & Oceania is responsible for safety, on-time performance, customer experience and cost within the market. The station managers are in turn responsible for safety, on-time performance, customer experience and cost in his/her station. Each station manager has a team of duty station managers, supervising Air France and KLM flights on a daily basis, assisting with monitoring, analysis, project management as well as daily steering of our contracted suppliers. In stations with own lounge operations, a lounge manager (reporting to the station manager) is responsible for operations, sales and quality supervision. Day-to-day operational tasks are carried out by handling agents and other suppliers.

Key Responsibilities

1. Managing South East Asia & Oceania station performance

• Ensures adequate stations performance KPI dashboards, covering all relevant station KPIs
• Ensures performance management platforms with the stations team, and with individual members
• Challenges Station Managers and GHAs on performance, ensuring corrective actions and improvements
• Manages a QBR set-up, both within the stations organization and with key suppliers on regional level
• Provides and encourages escalation possibilities to station managers
• Provides performance updates and alerts to the General Manager and Outstations Area Manager

2. Overseeing South East Asia & Oceania Safety systems and controls

• Ensures the implementation of the safety monitoring system (SMS) and that this is up-to date, applied and audited according to instructions from head office
• Ensures execution of mandatory and planned self-audits, following the Station Monitoring plan
• Supervises the safety quality levels in the market vs. the targets set by OAM and General Manager

3. Optimizing of South East Asia & Oceania Customer Experience

• Ensures monitoring of customer satisfaction results
• Ensures monitoring and analysis of customer satisfaction data and other customer feedback received
• Ensures improvement plans and corrective actions are taken where applicable
• Works with Head Office on projects related to customer experience and ancillary revenues
• Promotes a culture of customer centricity with station managers and ground handling staff

4. Managing South East Asia & Oceania stations income and costs

• Ensures costs are contained within budget targets
• Brings forward suggestions to further reduce costs when opportunities arise
• Monitors and promotes ancillary revenue and lounge income together with concerned stations
• Works with the controller to build up the stations budget and ensures follow up
• Ensures proper invoice handling together with Finance
• Works with procurement manager to (re)negotiate ground handling contracts

5. Management of South East Asia & Oceania station teams

• Leads the overall stations team, ensures staff engagement and motivation, and encourages teamwork
• Coaches, supports, and develops staff to optimize skills and competences, by relevant means such as training, regular appraisals, mid-term reviews and feedback
• Participates in recruitment

6. Station Management Singapore

• Is responsible for up-to-date security, safety and LERAP procedures issuance and application
• Supervises the Ground Handling Agent, who oversees the passengers and aircraft handling process at the station and follows up on irregularities
• Discusses performance of GHA regarding Safety, Punctuality and Customer Satisfaction and the fulfilment of requirements listed in the SLA
• Ensures that aircraft handling procedures are carried out as laid down in the applicable company manuals
• Coordinates aeronautical incidents with local authorities and headquarters
• Is responsible for Catering (if applicable) and Line Maintenance (airline-specific)
• Ensures crew facilities
• Participates in the Airline Operators Committee (AOC)
• Ensures updates of company documents and inform staff and GHA about changes
• May further delegate some or all above local station management functions to the deputy station manager

Job-Requirements: Knowledge, Learned disciplines, Experience

• Bachelor's degree or proven track record to work at similar level
• 5 – 7 years’ experience in passenger / aircraft handling processes and systems
• Contract management experience and / or proven skills
• Proven experience in managing a team
• Experienced in managing external (third party) supplier performance
• Experience with safety and quality systems
• Good communicator, is able to bring relevant issues across
• Proficiency in English is essential, French and/or Dutch is an advantage.
• Competent to work with MS Office and other relevant IT tools

Job-Requirements: Competencies

• Safety awareness
• Managing Performance
• Customer Focus
• Energy & Initiative
• Empowering others
• Building relationships
• Persuasiveness

Job-Requirements: Training Program

• Station Manager Training Program (all modules)
• Dangerous Goods
• Competition Law Compliance
• Preventing Bribery and Corruption
• Alert 1 / Alert 2
• LERAP Table-Top Exercise
• Safe & Swift / Human factors
• GDPR
• Media Crisis Training
• Security (local airport training)