Specialist, Ground Operations (Duty Manager)

Scoot; Singapore; On-site; SGD 55,000 - 90,000; Full time

Job summary

Scoot is seeking a motivated Operations Duty Manager based in Singapore to lead daily airport operations at SIN and Scoot network stations. You will oversee ground handlers, coordinate with airport authorities, and address disruptions to ensure smooth operations and passenger experience.

The role requires rotating 12-hour shifts, strong stakeholder management, and adherence to SOPs and safety standards. Applicants should have aviation-focused education and 1–3 years of relevant experience.

Qualifications

• Legally entitled to work in Singapore.
• Diploma or Degree in aviation or travel related management.
• Minimum 1–3 years of working experience in operations management, preferably in airport/airline/ground handling.
• Willing to work on rotating night shifts, weekends and public holidays.
• Ability to multitask, manage multiple stakeholders and think quickly in dynamic environments.

Responsibilities

• Manage station's daily operational issues and ensure on-time aircraft dispatches across SIN and Scoot network.
• Lead a 12-hour rotating shift roster to cover SIN hub and network operations.
• Supervise outsourced vendors to ensure regulatory compliance and efficient ground handling.
• Handle delays and disruptions to minimize passenger inconvenience and complaints.
• Maintain communication with HQ operations, engineering, crew, and OCC to optimize aircraft utilization and passenger management.
• Audit ground handlers and airport stakeholders for compliance with Scoot SOPs and safety.
• Investigate incidents/complaints and implement corrective actions.

Skills

Operations management

Shift scheduling

Stakeholder management

Disruption handling

Root cause analysis

Regulatory compliance

Ground handling coordination

Microsoft Office

Education

Diploma or Degree in aviation/travel management

Airport operations experience

Tools

MS Office

Job description

Summary

We are searching for a motivated and enthusiastic operations duty manager (Based in SIN) with extensive knowledge in airport operations to join us! You will be part of the Ground Department team and will be the key personnel responsible for all airport operations matters in SIN station. You will work closely with appointed vendors as well as airport authorities and Scoot HQ to effectively manage and handle all operational and training and procedural matters to ensure smooth airport operations for Scoot at SIN and overseas airports.

This role is responsible for managing sustainable daily operations at SIN HUB and Scoot’s network stations. The Duty Manager is committed to delivering exceptional passenger experience during (a) normal operations and (b) disrupted operations.

This position ensures the integrity and efficiency of daily airport operations at SIN Hub/Scoot’s Network which includes managing irregular operations (IROPS) and emergency situations when the situation warrants. In this role, the Duty Manager acts as the front face for Scoot for all ground operational matters

Job Description

1) Daily Airport Operations Management (SIN and Network)

• Responsible for station’s daily operational issues and ensure that aircraft dispatches on time across SIN and Scoot Network.
• Work on a 12-hour rotating shift roster to manage Scoot’s SIN hub and network stations ensuring smooth operations on a daily basis. (Flexible to changes in roster / recall for duties on exigencies during off-days for shift coverage purposes when requested.)
• Provide leadership to the outsourced appointed vendor(s) and ensure company regulations are adhered to ensure smooth operations e.g. efficient check-in / transfer and baggage handling at station.
• Handle delays and flight disruptions to ensure passengers are least inconvenienced in accordance with Scoot’s SOP, minimize complaints and increase number of compliments.
• Ensure and maintain effective communication with all department of Head office e.g. Operations / Engineering / Crew / OCC during operational situations to deliver the best outcome for aircraft utilization and passenger management.
• Ensure Scoot’s service providers in SIN / across network stations e.g. ground handlers / airport stakeholders deliver targeted performance outcomes in all operational areas in accordance with Scoot’s SOP without compromising on safety and security.
• Analyse each and every delay in order to determine the root cause and prevent recurrence.
• Follow up and conduct investigation of incidents / complaints when assigned.
• Ensure timely update on regulatory / operational updates to Scoot HQ.
• Perform any other duties as requested and assigned by Head Office.
  

2) Frontline Ops Process & Procedures Review

• Project a positive corporate image and represent Scot in all airline and aerodrome related matters and work with various external parties, including but not confined to airport and CIQ authorities, appointed vendors and other airlines to ensure smooth business operations of Scoot at station.
• Ability to be the face of the airline and be customer fronting during flight disruptions and during operational exigencies.
• Ensure Scot’s service providers e.g. ground handlers / airport stakeholders comply with the standards and procedures including the consistent delivery of Scot’s products and services by conducting regular audits.
• Provide feedback to internal department(s) on any lapse or gap of standards and procedures.
• Plan and implement the digitalisation journey / technology for passengers to pursue new norms of travel e.g. contactless travel
• Conduct SIN and network station audits when assigned on operational procedures and training requirements and ensure station adheres to the requirements.
• Establish non-compliance root cause and determine corrective actions and preventive actions to address the non-compliance.
• Ensure that ground safety regulations and aircraft emergency plans and procedures are constantly adhered to and practiced at station(s).

3) Administration (Operational Investigation)

• Analyze delay encountered on shift in order to determine the root cause and prevent recurrence.
• Conduct operational investigation not limited to (Document Irregulation, NTL Handling, Baggage Mishandling, Customer Complains etc. ) and other related matters during shifts to determine the root cause and preventive measures.

4) Administration (Project Support)

• Handle any other administration or ad hoc project as assigned by SMGOPS/Manager SIN Hub.
• Management of projects and ensure goals are achieved in a timely and effective manner.
• Perform any other duties as requested and assigned by Head Office.

Job Requirements:

• Legally entitled to work in Singapore.
• Minimum recognised Diploma / Degree holder, preferably in aviation or travel related management.
• Minimum of 1-3 years of working experience in managing operations, preferably in airport, airline or ground handling.
• Willing to work on rotating shift including night shift, and on weekends and public holidays.
• Ability to multi task under dynamic environment independently, manage multiple stakeholders and tasks effectively and think quickly on the feet.
• Ability to work with people from all levels e.g. local and overseas Ground Handlers, AAOMs, Internal Operations Team. (E.g. OCC, Flights Ops and Engineering), External Operations Team (E.g. CAG DTM) and external vendors (E.g. HOTAC Providers).
• Team player with good interpersonal skills and pleasant disposition, open to learning and discipline to function independently with minimal guidance. Quick to adopt and adapt to changes.
• Good communication skill both oral and written.
• Self motivated individual with a problem solving mindset and ability to think out of the box and propose practical solutions on the Ground.
• Comfortable and have strong communication skill in managing challenging customers and situation at the frontline.
• Proficient with Microsoft Office.