Passenger Services Manager

Swissport; City of Hume; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

On-site parking

Career advancement

Comprehensive training and support

Annual leave accrual

Job summary

Swissport seeks a Passenger Services Manager to lead a team delivering essential services for airline clients at the airport. You will motivate high-performing teams, manage customer relationships, and collaborate with senior leadership to improve safety, efficiency and reliable service delivery.

You will apply Swissport’s safety management system to safeguard staff and operations, ensuring compliance with procedures and driving performance improvements in a fast-paced aviation environment.

Qualifications

• Experience leading large workforces in ground handling or airline environments.
• Strong safety culture and OH&S oversight.
• Ability to plan manpower, rosters, training and leave management.
• Excellent written and verbal communication; stakeholder engagement.

Responsibilities

• Provide OH&S oversight and foster aJust Culture in daily operations.
• Ensure compliance with company and client procedures.
• Lead operational planning to optimize manpower and cost control.
• Oversee airport performance, scorecards, and corrective actions.
• Manage equipment safety, maintenance costs and asset care.
• Coach team members and address performance issues.
• Promote equality, fairness, and zero tolerance for harassment.
• Maintain relationships with client representatives and airport stakeholders.

Skills

Ground handling

Team leadership

Safety culture

Staff rostering

Stakeholder relations

Communication

organisational skills

Job description

Are you ready to take flight in a dynamic and fast‑paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor‑made solutions around the globe, for a better customer experience.”

We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.

Job Summary

As the Passenger Services Manager, you’ll lead a team of professionals, including Supervisors and trainers, delivering essential support services for our airline clients at the Airport. In this prominent role, you’ll motivate high‑performing teams, oversee customer relationships, and collaborate closely with senior leadership to enhance performance and foster a culture focused on safety, efficiency, reliability, and exceptional service delivery. Your leadership will also play a crucial role in ensuring safety through the application of the Swissport safety management system, safeguarding both team members and customer operations.

Your activities

• Provide OH&S oversight and guidance, fostering a positive safety culture with strong safety reporting and a Just Culture.
• Ensure compliance with company and client procedures and regulations.
• Lead optimal operational efficiency through effective planning and management of manpower, including rosters, training, and leave, as well as overseeing key cost areas and revenue capture.
• Ensure airports meet performance requirements and maintain operational integrity.
• Monitor, manage, and report on airport performance, analysing scorecards and identifying operational weaknesses to implement corrective strategies.
• Manage the safe and secure operation of all equipment, overseeing costs for repair and maintenance.
• Lead and coach the team to foster a positive culture, actively managing individual performance, including addressing escalated grievances, complaints, and disciplinary issues.
• Cultivate a culture that values equality, fairness, transparency, and has zero tolerance for bullying, discrimination, and harassment.
• Maintain effective communication and relationships with key client representatives and stakeholders in the airport community.

Your profile

• Technically proficient in multi‑client airport operations, ground handling, and aircraft loading activities.
• Experienced in leading large workforces, including coaching leaders, talent development, and inspiring front‑line team members, ideally in ground handling or airline environments.
• Leadership background in fast‑paced, safety‑focused service operations, adept at managing diverse client needs.
• Knowledgeable in training practices, ensuring compliance with regulatory and skills‑based training requirements.
• Skilled in relationship‑building, fostering collaborative partnerships to achieve mutual goals.
• Excellent written and oral communication skills, with strong verbal reasoning and interpersonal abilities.
• Strong administrative, time management, and organisational skills, capable of working independently under pressure and within strict timeframes, demonstrating initiative and motivation.
• Familiarity with enterprise bargaining agreements and their application in the workplace.
• Proficient in workforce planning processes, including forecasting attrition, training, leave management, and operational coverage.

What We Offer

• Permanent Full‑Time position.
• Competitive remuneration.
• On‑site employee parking available.
• Opportunities for career advancement.
• Accrual of annual and personal leave.
• Comprehensive training and ongoing support provided.

At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Visit our website at https://careers.swissport.com to learn more about Life at Swissport.

Join Swissport today and be part of a team that connects the world of aviation!