Duty Manager, Passenger Services

SATS Ltd.; Singapore; On-site; SGD 39,000 - 61,000; Full time

Job summary

SATS Asia-Pacific Star Pte Ltd is seeking a Duty Manager, Passenger Services to oversee daily airline flight operations, ensuring efficient handling, service quality, and regulatory compliance. You will lead staff, resolve incidents, and coordinate resources to maintain seamless passenger experiences.

The role requires strong leadership, customer focus, and fluency in English, with rotating shifts and a 5/6 day work week.

Qualifications

• Diploma or higher required.
• Able to perform rotating shifts including weekends and public holidays.
• Customer oriented and a good team player.
• Able to lead a team effectively.
• Comfortable with using computer.
• Conversant and confident in English.
• 5/6 days work week.
• Company transportation provided for night shift between 11:00pm to 6:00am.
• Training provided.

Responsibilities

• Oversee daily airline flight operations and ensure seamless passenger services.
• Direct staff on customer service delivery to meet airline and passenger expectations.
• Submit daily handling reports to management.
• Address airline issues through meetings and follow-ups.
• Resolve incidents with passengers and ensure service recovery.
• Monitor SLAs, improve procedures, and ensure compliance with service standards.
• Maintain consistent airline standards and guidelines.
• Supervise staff performance, investigate complaints, and ensure SOP compliance.
• Manage resources efficiently, especially for irregular operations or emergencies.
• Handle special requirements (e.g., VIPs) and ensure KPIs are met.
• Safeguard passenger data and dispose of sensitive documents securely.

Skills

Customer service

Leadership

Communication

Computer literacy

English fluency

Education

Diploma or higher

Tools

MS Office

Job description

Headquartered in Singapore, SATS Ltd. is one of the world’s largest providers of air cargo handling services and Asia’s leading airline caterer. SATS Gateway Services provides airfreight and ground handling services including passenger services, ramp and baggage handling, aviation security services, aircraft cleaning and aviation laundry. SATS Food Solutions serves airlines and institutions, and operates central kitchens with large-scale food production and distribution capabilities for a wide range of cuisines.

SATS is present in the Asia-Pacific, the Americas, Europe, the Middle East and Africa, powering an interconnected world of trade, travel and taste. Following the acquisition of Worldwide Flight Services (WFS) in 2023, the combined SATS and WFS network operates over 215 stations in 27 countries. These cover trade routes responsible for more than 50% of global air cargo volume. SATS has been listed on the Singapore Exchange since May 2000. For more information, please visit www.sats.com.sg

SATS Asia-Pacific Star Pte Ltd

Duty Manager, Passenger Services

Duty Manager, Passenger Services oversees daily airline flight operations, ensuring efficient flight handling, exceptional customer service, and compliance with airline and regulatory standards. This role involves managing staff performance, resolving incidents, and maintaining service quality through effective resource allocation and adherence to key performance indicators. The Duty Manager also works closely with airlines to address operational issues, improve procedures, and uphold data protection regulations, contributing to a seamless passenger experience.

• Manage work areas in Passenger Services, ensuring seamless airline flight handling.
• Direct staff on customer service delivery to meet airline and passenger expectations.
• Submit daily handling reports to management.
• Address airline issues through meetings and follow-ups.
• Resolve incidents with passengers and ensure service recovery.
• Monitor SLAs, improve procedures, and ensure compliance with service standards.
• Maintain consistent airline standards and guidelines.
• Supervise staff performance, investigate complaints, and ensure SOP compliance.
• Manage resources efficiently, especially for irregular operations or emergencies.
• Handle special requirements (e.g., VIPs) and ensure KPIs like SLAs, SQS surveys, and operational benchmarks are met.
• Safeguard passenger data and dispose of sensitive documents securely.
• Perform tasks as assigned to support operations effectively.

Requirement

• Diploma and above
• Able to perform rotating shift work including weekends and public holidays
• Customer Oriented and a good team player
• Able to lead a team effectively
• Comfortable with using computer
• Conversant and confident in English
• 5/6 days work week
• Company transportation provided for shift between 11:00pm to 6:00am
• Training provided