Baggage Claims Department Manager Job at Airlink in Johannesburg

Job Title: Baggage Claims Department Manager


REPORTS TO: EXECUTIVE MANAGER GROUND OPERATIONS
DIVISION: JOHANNESBURG BRANCH
LOCATION: O R TAMBO INTERNATIONAL AIRPORT

Purpose

The Baggage Services Manager will be for the baggage service products and operations with a strong focus on cost containment, safety and security. The manager shall be responsible for performance related to KPI’s, baggage facilities, customer service and front line engagement, as well as responsible for the management of baggage processes and procedures i.e. irregular operations (IROP) recovery. The manager will be the SA Airlink representative in managing relationships with operational service providers and external agencies and will be responsible for identifying areas for process improvements and working with the operational leadership team to identify solutions.

Knowledge, Skills, and Experience

1. The minimum education requirement is a Grade 12 certificate or equivalent.
2. 5 years experience within the Airline industry.
3. 2 years experience within Central Baggage Tracing.
4. Experience in all aspects of airport baggage handling.
5. Proven track record leading a team to meet operational and performance targets.
6. Knowledge of WorldTracer coordination.
7. Knowledge of baggage reconciliation systems.
8. Knowledge of departure control systems.
9. Good verbal and written communication skills.
10. Knowledge of Excel, Word, Outlook, Power point.
11. Knowledge on assessment and settlement of passenger property claims.
12. Knowledge of Warsaw Convention, Montreal Convention and Consumer protection act.
13. Knowledge of IATA practices relating to baggage handling.
14. Will attend training as and when required to do so.

Principal Accountabilities

1. Oversee and provide support/direction to the Baggage Services Team.
2. Manage/oversee costs associated with baggage department i.e. delivery costs, damage repairs, customer service, claims payouts.
3. Developing effective strategies to manage claims efficiently and in accordance with legislation.
4. Effective managing of disputed claims.
5. Develop and manage in-house procedures for baggage services to ensure customer possessions as secure and can be accounted for i.e. Lost and found.
6. Central point of contact for any baggage related issues and concerns.
7. Liaison for Central Baggage Services-ensure company standards and guidelines are being met.
8. Review MSL (management station log) reports, delay coding and manage dispute process.
9. Monitor and review key performance/baggage indicators.
10. Responsible for developing and supporting excellent employee relations and performance management processes in line with SA Airlink’s objectives.
11. Assist in the development of action plans to meet baggage delivery and mishandling performance targets.
12. Trending of baggage mishandling and the implementation of improvement strategies.
13. Ensure compliance with safety and security management standards and respond accordingly to action items.
14. Monitor local tracking to highlight any volume trends to ensure sufficient resources to support baggage services.
15. Ensure proficiency in staffing levels.
16. Tracking and trending of local pilferage claims and any security related incidents.
17. Development of local IROP processed and plans.
18. Development, monitoring and compliance of baggage services processes and procedures.
19. Conduct regular meetings with agents, communicating any operationally required information, updates to processes and procedures, as well as base specific information.
20. Manage WorldTracer system for SA Airlink network.
21. Manage WorldTracer configuration for SA Airlink Network.
22. Ensure that the Training Department is up to date with all relevant processes and training material is up to date and accurate.
23. Provide and prepare relevant statistical and operational reports and analytical claims data.
24. Collaborate with necessary personnel and service providers to facilitate improved baggage transfers.
25. Recommends or initiates personnel actions.
26. Track performance levels of service providers related to baggage movements and service delivery.
27. Responsibilities must be carried out in accordance with Company Standards as
28. laid out in the manuals of procedure, and Occupational Health and Safety
29. Standards.
30. Will assist with any additional tasks within the context of the job description.
31. Will assist with additional tasks within management level.


How to Apply:

CV FOR THE ATTENTION OF: CRYSTAL BAXTER
REFERENCE NUMBER TO BE QUOTED: BCDM - JNB - 0214
APPLICATIONS TO BE FAXED TO: (011) 390-1651
APPLICATIONS MUST REACH US NO LATER THAN: MONDAY, 24 FEBRUARY 2014

http://www.flyairlink.com/careers/baggage_claims_department_manager