Description de fonction

Main activities and responsibilities

OPERATIONAL CUSTOMER SUPPORT 
• In charge of collecting and dealing all passenger’s special request (SSR) such as:

• Oversized luggage
• Sport equipment
• Dangerous good transportation
• Fire arms transportation
• Animal transportation
• UMNR
• PRM
• Medical Case (in close collaboration with the reference doctor of Air Belgium)
•  …

• Confirm the above SSR in the PNR of the passenger

• Find out the root cause for any passenger claim involving ground operations (seat assignment, ancillary service paid but not granted…)

• Coordinate the baggage repairs with the subcontractor

• Coordinate the baggage tracing with the subcontractor

• Coordinate the baggage litigation with legal department 

ADMINISTRATIVE SUPPORT
• Assist the Ground Operations post holder in preparation of manuals (i.e. Ground Operations Manual, Ground Operations procedures & Weight and Balance) and co-ordinate distribution to parties so that all handling staff and Service Delivery Manager receive information in a timely manner and thus ensure safe handling practices are performed on Air Belgium aircraft.

• Assist in the follow-up of ground operations incidents, liaise with 3rd party to collect relevant and requested information enabling the management to take adequate corrective actions.

• Arrange and follow-up HOTAC/travel organisation for Ground Operations Staff or others participating in Ground Ops sponsored activities and submitting these arrangements to relevant parties. 

• Provide administrative support to department in the form of maintaining filing system, preparation and submission of expense forms, compiling and submitting duty times.

• To convey all incoming messages / information to the relevant recipient during their absence to ensure smooth and timely communication. 

• Compile information and data and incorporate into presentable format for the purpose of presenting reports for the department.  

• To co-ordinate activities of department staff by maintaining their work calendars in order to avoid scheduling conflicts so that all members can fulfil their operational obligations.   

• Update and maintain training records of ground operations staff so that all interested parties are aware of qualification

• Create and update KPIs for the Ground Operations Director

• Ensure all stations are properly equipped with Air Belgium supplies (UMs pouch, Manual Check-In Kit, Vouchers, Labels…) 

PROCUREMENT 
• Critically evaluate all procurement requests

• Validate that the procurement process is followed correctly.

• Manage contracts through their life-cycle

• Support Ground Operations department and other stakeholders in ongoing supplier management of contracts

• Coordinate warranty claims and disputes between Ground Operations department and other stakeholders and suppliers and obtain compensation, if contractual terms & conditions are not fulfilled

• Review overall supplier performance and contract savings

• Manage supplier performance by reviewing supplier performance reports in conjunction with stakeholders and by organizing regular service/performance review meetings with suppliers and business owners

• Set and monitor budget and savings together with the Ground Operations Director 

Description du profil

Profile Requirements

Self-behaviour

• Any other duties that aim to the achievement of the department objectives within individual competences.

• Display a positive, open and cooperative behavior in order to facilitate a good relationship inside and outside the department, avoid and help solve conflicts.

• Comply with Company policies, values and ethics.

• Comply with local, national legislations and health & safety standards.

• Report to hierarchy any hazards, non-compliances and risks whether to employees or to the company.

• Capacity to remain very discreet and ascertain confidentiality while handling sensitive subject.

• Ability to work under pressure and multi-tasking

Requirements and qualifications

• Minimum of 2 years’ experience in aviation and/or Travel Agency

• Understanding of airport and airline ground operations

• Good knowledge of IATA SGHA • Computer literate

• Excellent command of the English language

• Excellent communication skills

• Good knowledge on Dangerous Good Regulation and/or aviation security (AVSEC) is an asset

• Knowledge of reservation system and/or Departure Control System is an asset 

Nous offrons

Offer

• A full-time position, permanent contract

• A remuneration that will be in line with the industry standards + additional benefits