Head of Baggage Services

DNATA SINGAPORE PTE. LTD.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

dnata Singapore seeks a Head of Baggage Services to lead safe, secure, efficient baggage operations across terminals and facilities. You will drive performance, safety, quality and customer service while overseeing reconciliation, load control and related activities in a complex aviation environment.

The role requires ensuring ongoing compliance with CAAS and CAG requirements, and leading teams to deliver continuous improvements in baggage delivery, mishandling reduction and overall efficiency.

Qualifications

• 8+ years’ experience in Airport Baggage Operations.
• At least 3 years in a management position.
• Strong knowledge of baggage operations, reconciliation and airport baggage systems.
• Knowledge of CAAS/CAG requirements and IGOM/IATA baggage handling standards.

Responsibilities

• Lead baggage operations across dnata-operated terminals and facilities, including sorting, reconciliation, make-up, transfers and delivery.
• Oversee load control and other assigned non-ramp below-wing services, ensuring operational readiness and service delivery.
• Own baggage performance, customer service KPIs and service recovery during operational disruptions.
• Lead investigations into baggage discrepancies, claims and operational incidents.

Skills

Operational leadership

Stakeholder management

Process improvement

Customer service

Education

Degree or Diploma in Aviation/Logistics/Operations Management

Job description

dnata Singapore is one of the longest standing and most comprehensive operations in the dnata portfolio. Providing a full suite of services from cargo handling and ground handling to travel services, dnata Singapore ships, connects, feeds and entertains travellers connecting to and through Changi Airport.

As a Head of Baggage Services, you will lead the safe, secure and efficient delivery of dnata Singapore’s baggage operations and other assigned non-ramp below-wing services. You will drive operational performance, safety, quality and customer service standards while overseeing baggage reconciliation, baggage services, load control and associated activities, ensuring full operational compliance.

In this role, you will:

• Lead baggage operations across dnata-operated terminals and facilities, including sorting, reconciliation, make-up, transfers and delivery.
• Oversee load control and other assigned non-ramp below-wing services, ensuring operational readiness and service delivery.
• Own baggage performance, customer service KPIs and service recovery during operational disruptions.
• Drive improvements in baggage delivery, mishandled baggage performance and overall operational efficiency.
• Ensure compliance with CAAS (Civil Aviation Authority of Singapore), CAG (Changi Airport Group), dnata way (governance manual), airline, security, audit and regulatory requirements.
• Lead investigations into baggage discrepancies, claims and operational incidents.
• Lead and develop Managers, Duty Managers, Supervisors and frontline teams, ensuring workforce capability, training and certification.
• Develop workforce strategies and optimise resource allocation and productivity to support operational requirements and business growth.
• Manage baggage systems, equipment, and operational resources, partnering with airport and engineering stakeholders to ensure reliability.
• Support automation, technology, and process improvement initiatives to enhance baggage operations.
• Manage departmental budgets and expenditure, identifying opportunities for cost and efficiency improvements.
• Act as the senior operational representative for baggage matters, engaging with airlines, CAG, CAAS and airport partners.
• Lead customer reviews and improvement initiatives, using operational data to enhance service and performance.
• Leads by example, consistently modelling dnata's Vision, Mission & Values in leadership style, strategic decisions and team interactions

To be considered for the role, you must meet the below requirements:

• Degree or Diploma in Aviation, Logistics, Operations Management or related discipline
• 8+ years’ experience in Airport Baggage Operations, including at least 3 years in a management position
• Strong knowledge of baggage operations, reconciliation and airport baggage systems, load control, CAAS/CAG requirements, IGOM/IATA baggage handling standards.
• Strong operational leadership, stakeholder management, process improvement, change management and customer service capabilities.