Service Director Int'l - Customer Service AUS

As a Service Director at Sydney Airport, you will be responsible for ensuring that our day-to-day customer service excellence is maintained and extended to all customers traveling on United Airlines flights.The Service Directors role is varied and the successful applicant will be able to display that they possess the desire to exceed goals set forth by our Airport Operations Management team and United overall.Operational functions will include motivating the team daily, supervising our lobby Check-in (including automated check-in-control); Departures and Arrivals gates, Global Services locations including Lounge, and Customer Assistance. You will also be responsible for liaising regularly with Cargo, Catering, Fueling, Ramp Services, Cabin Service, and Baggage Services. As necessary you will be required to interact professionally with the Operations Centre while focusing on exceeding our Company service goals.Job overview and responsibilities

• Manage day to day operations, performance, resource planning, flight delay and disruption handling, work assignments and training coordination within the area of responsibilities
• Manage, monitor and report service partner performance
• Direct and coach team members in both operations and administration
• Work with all service partners and supervise all aspects of United operations for the arrival and departure of United Airlines flights, and ensure vendor compliance with all operational, safety and security requirements
• Manage day to day issues with airport facilities, airport authority, government and border agencies
• Monitor performance to assure that operational, safety, service and cost goals are met
• Liaise with outside vendors performing airport services for United to assure that they meet company standards
• Provide technical guidance and interprets company policies and procedures to assist employees in performing functional tasks
• Manage employee grievances appropriately and as per Company guidelines
• Coordinates the use of manpower, operational activities with other operating organizations
• Other duties including collateral work, back office administration and customer correspondence

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.Qualifications

Required 

• Airline industry experience
• Minimum five (5) years’ experience in all areas of Airport Ground Services
• Ability to work in a fast-paced operational environment
• Intermediate computer literacy (Industry systems, MS Office, Outlook 360)
• Prior experience leading a work team
• Must be flexible to work varying shifts, available 7 days a week/24 hours a day, including holidays and weekends, to deal with any operational and /or unforeseen situations
• Must be legally authorized to work in Australia for any employer without visa sponsorship
• Must be fluent in English (written and spoken)
• Strong communication skills and interpersonal skills
• Ability to work independently without supervision
• Ability to make sound business decisions, analytical thinking
• Goal-directed Leadership ability and Service-oriented performance
• Being well-presented, reliable and punctual is essential
• Ability to gain quickly, or possess ASIC
• Bachelor’s Degree, or equivalent work experience in an operational Airline environment
• Successful completion of interview required to meet job qualification