Aviation Passenger Services Manager

SATS Ltd.; Singapore; Hybrid; SGD 100,000 - 180,000; Full time

Job summary

SATS Ltd. is a leading aviation services provider based in Singapore, offering air cargo handling, ground handling, catering, and related services.

The company operates globally with a strong focus on customer service and operational excellence. The role oversees Passenger Services operations, leading staff, ensuring smooth flight handling, and addressing airline and passenger inquiries with a customer-first mindset.

Qualifications

• Proven experience in a managerial role within the aviation industry.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving abilities with a customer-first mindset.
• Ability to remain calm and professional under pressure.
• Passionate in delivering exceptional level of guest service.
• Flexibility to work shifts, weekends, and public holidays.

Responsibilities

• Take charge of the various work areas in Passenger Services operations, overseeing flight handling for airlines.
• Maintain close liaison with Management on smooth operations.
• Attend to investigations and complaints raised by airlines and/or their passengers.
• Lead and motivate operational staff to carry out duties according to airline requirements.
• Monitor staff performance and briefing on new instructions.
• Carry out investigations relating to discrepancies, lapses and errors.
• Ensure staff compliance with company regulations and maintain discipline.
• Plan and monitor staff deployment to ensure smooth operations.
• Oversee special handling requirements (e.g. MAAS, VIP) to ensure smooth handling.
• Attend to passengers requiring special assistance.
• Meet KPIs such as SLAs, flight delays, complaints and compliments.
• Adhere to regulatory standards and airline agreements.

Skills

Leadership

Communication

Interpersonal skills

Problem solving

Customer focus

Job description

SATS Ltd. is a leading aviation services provider based in Singapore, offering air cargo handling, ground handling, catering, and related services.

The company operates globally with a strong focus on customer service and operational excellence. The role oversees Passenger Services operations, leading staff, ensuring smooth flight handling, and addressing airline and passenger inquiries with a customer-first mindset.