Head of Customer Experience & Aviation Operations

dnata singapore pte. ltd.; Singapore; Sur place; SGD 180 000 - 240 000; Plein temps

Résumé du poste

dnata Singapore is seeking a Head of Customer Services to lead the department, setting direction and driving a high-performance culture focused on service excellence. You will translate strategic priorities into actionable plans and oversee tactical initiatives aligned with business objectives.

You will champion continuous improvement, drive collaboration across teams, and ensure the department delivers against goals while adapting to evolving customer expectations.

Qualifications

• Minimum Degree or Diploma from a recognized tertiary institution.
• Minimum 10 years’ relevant industry experience, with a demonstrable sound knowledge of airport operations and customer service with an airline, airport, or ground handling company.
• Minimum 5 years in a management or leadership role.
• Flexibility to work varied hours, including weekends and public holidays.

Responsabilités

• Deliver consistent, high-quality service to airline customers and internal stakeholders, meeting SLA commitments and internal targets.
• Manage operations within budget by optimising workforce, equipment, and facilities; proactively control costs and adjust resourcing to demand fluctuations.
• Ensure full compliance with corporate, local, and international safety standards, prioritising safety and security of staff, equipment, and operations.
• Develop and maintain departmental continuity plans (Crisis Management, Business Continuity, Evacuation) to address evolving operational risks.
• Build a high-performing team by ensuring staff are trained and regularly assessed to meet SLA and operational requirements.
• Represent the company in external forums and committees, strengthening stakeholder relationships and promoting dnata Singapore’s brand.
• Lead development and execution of short- to medium-term departmental plans (6–24 months), aligned with strategy and contingency planning.
• Drive innovation and cross-functional collaboration, leveraging technology to enhance service delivery and cost optimisation.
• Optimise the use of outsourced labour, ensuring cost-effective deployment alongside internal resources.
• Ensure adherence to workplace safety, security, and health regulations and procedures.
• Undertake additional duties as required by management.

Connaissances

Leadership

Airport operations knowledge

Customer service

Formation

Degree or Diploma

Description du poste

dnata Singapore is seeking a Head of Customer Services to lead the department, setting direction and driving a high-performance culture focused on service excellence. You will translate strategic priorities into actionable plans and oversee tactical initiatives aligned with business objectives.

You will champion continuous improvement, drive collaboration across teams, and ensure the department delivers against goals while adapting to evolving customer expectations.