Operations Manager: Customer Service Department

About Our Client

Our client is an air cargo specialist operating under the motto every kilo counts. The company focuses on domestic operations, cargo acceptance, handling, carriage, and pet lounge services. They are committed to the Employment Equity Act and focus on sustainable, cost-effective operations while maintaining strict aviation security and safety standards.

The Role:

Operations Manager, Customer Service Department. The main purpose of this job is to manage and oversee the national customer experience, domestic operations, and the pet lounge. This role exists to drive customer experience, customer satisfaction, and cost-effective, sustainable operations in accordance with established policies, procedures, budget, and strategy.

Key Responsibilities

• Oversee daily domestic operations, customer service representatives, and manpower planning to ensure maximum resource utilization, utilizing a minimum of 3 to 5 years of Operational experience.

• Develop and implement strategies to improve customer relationships, dedication, satisfaction, and resolve complaints within agreed timelines.

• Maintain and enhance connections with internal and external stakeholders while monitoring the validity of existing Service Level Agreements through monthly meetings.

• Compile weekly audit reports of the Winfreight system, report monthly to the Executive Committee on operational performance, and record all incidents on the discrepancy management and IQSMS systems.

• Oversee, implement, and manage compliance of training, policies, and procedures for adherence to the Basic Conditions of Employment Act.

• Manage the billing team to ensure accurate daily waybills, manage client claims, and facilitate daily meetings to discuss operational discrepancies with station managers.

• Conduct audits and regulatory safety audits to maintain compliance within the cargo network and ensure the workplace is in line with health, safety, and environment requirements.

• Plan the annual budget, manage continuous expenditure to minimize variances, implement a customer retention strategy, and oversee asset planning and vehicle maintenance.

About You

• Minimum 3 to 5 years of Operational experience in cargo acceptance, handling, and carriage at an international airport, including 3 years in a management position in cargo and logistic operations.

• Diploma in business management or Administration (NQF Level 7).

• Drivers licence Code 10 with own transport and ability to travel nationally.

• Functional training or knowledge in Winfreight Operations and Finance, Time and Attendance system, Norming, Training portal (IVS), and IQSMS.

• Regulated training certificates in Dangerous Goods Category 6, Human Factors, Live Animal Regulations, Aviation Security level 3, and Safety Management Systems.

• Knowledge of the Basic Conditions of Employment Act (BCEA), Industrial Relations Act (IRA), and Employment Equity Act (EEA), with experience dealing with HR and IR related issues.

• Ability and willingness to work extended hours on own initiative and/or request.

• Leadership, quality assurance, customer service orientation, problem solving, lateral thinking, innovative, and collaborative skills.

• Previous customer service experience is an advantage.