DUTY OFFICER
Description:
????JOB OPPORTUNITY@ South African Airways
POSITION: DUTY OFFICER (2 Positions)
Location: Lilongwe & Blantyre
JOB CONTEXT
Report to: Lead: East Africa
Business Unit: Airport Operations
Division: Operations
Location: Lilongwe & Blantyre
Job Level: G1
Number of positions: 2
Closing Date: 15 November 2022
Job Purpose
The Duty Officer will ensure that SAA is positioned as a professional airline with highest levels of service to our customers; while meeting all legal, Governmental and regulatory
requirements. The role performs supervisory function over the Ground Handling Agent (GHA) to deliver excellent and safe service across ramp and passenger services functions. To
monitor and manage the performance of GHA, it’s service level agreements (SLAs) and contract relationship. To operationalise the provisions of the GHA contract and ensure compliance and raise penalties where service failures have been found.
The Duty Officer develops and maintains strong relations with 3rd party suppliers, Star Alliance Members and Authorities; awareness off budgetary controls, operational efficiencies and cost compression initiatives as well as ensures a successful working relationship with airport counterparts and adheres to SAA Governance, procedures and policies.
Selection Criteria
1. Qualifications and Experience
Grade 12 (Matric) at NQF level 4 or the equivalence in the respective Country
A 3-year diploma in a relevant field at NQF level 6 and/or 4 years’ experience within airport operations environment
Proven track record in a Supervisory role will be an advantage
Core Competencies
1. Knowledge and Skills
Knowledge of managing projects will be an advantage
Passenger Handling
Amadeus Altea Customer Management (CM)
Amadeus Reservation System (Fares & Ticketing) advantage
Dangerous Goods Handling
Baggage Management System
World Tracer System
Baggage Reconciliation System (BRS)
Understanding of external and internal supplier contracts and agreements
Star Alliance Requirements
Verification of Travel Documents
Amadeus Auto Document Check (ADC)
Passenger Disruption Handling (IRROPs)
Safety Management System (SMS)
Station Emergency Response Plan (SERP)
Legislative Frameworks (Law Law)
Strong facilitation/ coaching skills
Relationship building
Problem solving skills
Negotiation skills
Financial awareness/cost control skills
Customer orientation and people skills
Change agent
Excellent verbal and written English communication skills
Results focus
Computer literacy (MS Word, Excel, Power Point) and functional systems
Time management skills
Negotiating and influencing skills
Planning and Organising skills
Resource utilization skills
Information processing skills
Problem solving skills
2. Core Leadership Attributes
Effective communication
Technical Expertise
Stakeholder Relationships
Flexibility and Adaptability
Drives Results
Organisational Awareness
Ethics and Integrity
Collaboration
Principal Accountabilities
Strategic/ Financial
Demonstrates an understanding of the Domestic & Regional Airport Operations’ strategy and plan relevant to own work outputs.
Ensure the value proposition for the station is prepared according to criteria such as productivity, effectiveness, deployment, maintenance and safety
Work within delegation of authority (DOA)
Assist with the relevant procurement processes and governance procedures for sourcing/implementation of contracts as required by the Lead
Monitor excess baggage charges and ticketed sales
Implements department strategy within own area of responsibility
Provides recommendations to support the implementation of the departmental strategy and plan
Contributes to the budget management and containment of costs
Applies cost saving initiatives continuously
Provides recommendations on profitability
Engage in fraud prevention processes and initiatives
Ensure that the GHA management team understand and participate on issues around cost containment.
Ensure that GHA participates in the reduction of claims linked to Visa fines, ticketing errors, passenger claim settlements, FNI’s, etc.
Monitor and control expenditure on baggage delivery, repairs, replacements and equipment.
Operational
Oversees the correct application of processes and systems in area of responsibility
Utilises resources in area of responsibility/ own area of work in a time and cost effective manner
Utilises technology to enhance internal and external customer expectations
Executes work outputs according to customer requirements
Adheres to Governance and Risk Management policies, processes and systems
Delivers on regular, irregular and timeous reporting of information to key stakeholders
Participates in continuous optimisation programmes, projects and initiatives
Monitor supplier performance/SLA’s and report correctives to GHA Management and SAA Lead
Liaise with relevant stakeholders to maintain and restore station operations as a consequence of irregular operations and/or service breakdowns
Appropriate resources are allocated/deployed to meet business demands
Manage performance measurement across the station to identify areas of weakness and improvements to GHA Management and SAA Lead
Governance and business management practices are adhered to
Provide timely, accurate and relevant reports, recommendations and feedback as required by leadership
Uphold good governance practices aligned to SAA standards
Ensure that overall Emergency Response and LERAP risks are evaluated in accordance with required standards
Communicate effectively on Company standards and requirements
Facilitate forums/mediums for the exchange of ideas and feedback
Establish and maintain relationships with relevant internal departments within SAA, within the region, at Head office and Internationally
Follow up on agreed action points within an agreed timeframe
Ensure continuous on-time departure
Effectively manage Emergency Response, irregular operations – delays, overbooking, baggage handling, diversions
Effective customer relationship processes and procedures to handle customer issues such as complaints, queries, delays, seating arrangements, special meals, over-bookings, endorsements from other airlines
Conduct timely investigation of and response to flight reports
Facilitate and maintain effective relationships with stakeholders and interdependencies such as Star Alliance, Code-Shares, Airport Authority, Police Authority, Immigration Authority, Customs Officials
Represent the organisation to stakeholders, associates and partners as well as to the public maintaining professional, effective, amicable relationship at the required levels to ensure SAA’s interests are upheld
Attend and represent company’s interests at stakeholder, committee and service provider meetings (Airline Organisation Committee, Star Alliance Airport Team etc.) as
requested by airport manager
Establish and maintain relations with counterparts at Head Office
People
Demonstrates an understanding of company policies and processes relevant to people management
Adheres to people processes and plans to deliver on organisational objectives
Participates in development initiatives to maximise own and department’ productivity
Embraces change initiatives in line with the vision and strategic direction of the Airline
Demonstrates willingness to enhance own skills and share same with immediate team members
Lives and role models the Airline’s values
Support the service culture within a changing environment that is target driven, cost controlled and performance focussed
Participate in BSC (balance score card) which aligns performance objectives/measures
and personal development within the businesses parameters – as outlined by HR/JNB and Airport Manager
Actively participate and support a culture of team work, innovation and expertise
Ensure knowledge transfer focussing on best practices as well as differing technological solutions and new approaches
Uphold welfare of Air Crew in host station (accommodation, security, transport, allowances, Health & Safety, irregular operations, and SAA brand)
Ensure compliance of human resources with relevant legislation and escalate to relevant stakeholders as and when require
How to apply
Interested and qualified candidates should send their detailed Resume and copies of relevant qualifications to dukemayaka@flysaa.com and cebilenkosi@flysaa.com on or before the 15th November, 2022.
Only shortlisted candidates will be contactedw