Basic Identification
Position Title: Manager, Operations
Supervisor's Title: Senior Manager, Operations
Department: Operations
Purpose of Position
Why does the position exist? What objectives does this position achieve?
To plan, direct and control all aspects of operations within responsible area base on a daily basis, implement new plans and initiatives with the objective to provide progressive leadership for the workgroup, exceed service commitments and customer satisfaction, generate revenues and maintain an efficient and cost-effective operation.
Network of Interaction
With what key external and internal parties/departments/functions does the position interact?
Internal Support
• Customer Service
• Sales
• Marketing
• Planning, Engineering & Support
• ITD
• Security
• Finance
• Properties & Real Estate
• Human Resources - Training & Safety
• Other Operational groups
• Field Line Maintenance (if applicable)
External Support
• Vendors & Contractors
• Government Authorities
Internal Clients
• Customer Service
• Sales
• Marketing
• Other Operational groups
External Clients
• Customers
• Government Authorities
Minimum Requirements
Education:
• Bachelor's Degree or equivalent
Experience:
• Five (5) years business experience, preferably in transportation service or air cargo
industry.
• Management experience preferred
• Valid driver's license (if applicable)
• IATA Dangerous Goods Specialist Certificate (if applicable)
Technical Expertise:
• Meet all country regulations
• Knowledge of Company's operations, customs clearance, systems, services, policies and
procedures preferred
• Fluency in English and local language, verbal and written, if first language of the country
is not English. (standardized test results may be required at country level)
• Excellent driving record (if applicable)
Critical Performance
Dimension:
• Incumbent is expected to demonstrate all CPD’s for First-Level Manager position:
1) Professionalism
2) Planning and Organizing
3) Understanding and Evaluation
4) Initiative and Risk Taking
5) People management
6) Visionary and Inspiring
7) Result-focused
Business knowledge
9) Customer-focused
10) Change management
Areas of Responsibility
Within each Area of Responsibility, provide a brief description and define why the incumbent needs to fulfill the
responsibility. Also include the measure(s) used to assess the achievement of the respective areas of responsibility.
Measures
1. PEOPLE MANAGEMENT
2. OPERATIONS MANAGEMENT
3. CUSTOMER RELATIONSHIP MANAGEMENT
4. QUALITY MANAGEMENT
5. SAFETY AND SECURITY MANAGEMENT
6. TRAINING AND DEVELOPMENT
7. EXTERNAL AND INTERNAL RELATIONS
8. BUDGET