Head of Baggage Services, dnata Singapore

dnata; Singapore; Presencial; SGD 140 000 - 180 000; Tempo integral

Resumo da oferta

dnata Singapore is seeking a Head of Baggage Services to lead the safe, secure, and efficient baggage operations across terminals and dnata-managed facilities. You will drive performance, quality, and customer service while ensuring regulatory compliance.

You will develop and mentor Managers and frontline teams, optimise resources, and partner with airport stakeholders to deliver reliable baggage handling and operational improvements.

Qualificações

• Degree or Diploma in Aviation, Logistics, Operations Management or related discipline.
• 8+ years in Airport Baggage Operations, including 3+ years in a management role.
• Strong knowledge of baggage operations, systems, load control and regulatory standards (CAAS/CAG/IATA).

Responsabilidades

• Lead baggage operations across terminals and facilities.
• Oversee load control and non-ramp below-wing services.
• Own baggage performance, KPIs and service recovery during disruptions.
• Drive improvements in baggage delivery and efficiency.
• Ensure compliance with CAAS, CAG, dnata policies and airline requirements.
• Lead investigations into baggage discrepancies and incidents.
• Develop Managers, Duty Managers, Supervisors and frontline teams.
• Develop workforce strategies and optimise resources.
• Manage baggage systems and equipment with airport and engineering partners.
• Support automation and process improvement initiatives.
• Lead customer reviews and performance-driven enhancements.

Conhecimentos

Operational leadership

Stakeholder management

Process improvement

Change management

Customer service

Formação académica

Degree or Diploma in Aviation, Logistics, Operations Management or related discipline

Ferramentas

Airport baggage systems

Descrição da oferta de emprego

Job Purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

Job Purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard. 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

Qualification

• 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.

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop in their careers. So if you’re looking for a challenging and rewarding opportunity,

Salary & benefits

Join our growing team and enjoy a competitive remuneration package.