Operations Manager CSD

To manage and oversee the national customer experience, domestic operations, and pet lounge in accordance with established policies, procedures, budget and strategy to drive customer experience, custo

• Monitor the operations of customer service representatives to verify adherence to established courtesy and required professionalism.
• Maintain open and frequent interactions with branches and divisions within to keep clients updated about the status of their cargo to increase customer satisfaction and improve the customer experience.
• Develop and implement strategies to improve customer relationships, dedication, and satisfaction by engaging with all departmental heads to address the clients concerns to improve the client experience.
• Investigate customer service and/or operations related complaints to ensure that they are resolved within agreed timelines and that appropriate action is taken to resolve issues before they are escalated.
• Maintain and enhance connections with internal and external stakeholders by always providing excellent service.
• Engage in negotiations with internal and external stakeholders to advance the company’s business and service goals.
• Collaborate with all stakeholders to establish our operational framework in line with current and future guidelines.
• Monitor the validity of existing Service Level Agreements (SLA’s) to ensure they remain relevant and that service providers adhere to the provisions of the SLA for operational performance by conducting monthly stakeholder meetings.
• Conduct meetings with customers to review and communicate actual performance against agreed performance and include recommendations for corrective actions.
• Conduct surveys to measure customer satisfaction to rectify any substandard service.
• Compile weekly audit report of the Winfreight system by checking all the required scanning disciplines against the established targets and provide corrective action taken.
• Report to the Executive Committee (EXCO) monthly on the operations performance including the On Time Performance (OTP) to monitor overall operations performance.
• Ensure all incidents, occurrence and hazards are recorded on the discrepancy management system and IQSMS system to have record of all these events in the national database.
• Investigate all the incidents, occurrences, and hazards in order to formulate and implement corrective actions.
• Monitor all the discrepancies raised on the discrepancy management system by ensuring all the reports are closed and/or updated to ascertain that customer queries are addressed timeously.
• Liaise with the relevant department for further handling on claims.
• Oversee, implement, and manage compliance of training, policies and procedures for adherence to the BCEA (Basic conditions of employment act).
• Assess staff resources continuously to determine if the headcount is in line with budget and operational requirements.
• Motivate and obtain the necessary approval for headcount adjustments as required in line with the company Employment equity plan.
• Evaluate performance and identify skills required to fill the necessary gaps.
• Mentor and coach individuals to grow within their relevant positions to facilitate the succession plan.
• Stay abreast with company projects e.g. ESG, Training opportunities, Mobile app videos, security culture etc. Communicate to all relevant parties and ensure implementation.
• Participate in recruitment of employees by getting involved in the interview / screening process to ensure candidates are questioned with operational related questions.
• Carry out disciplinary action.
• Oversee daily operations and ensure that proper communication, coordination, and teamwork are always maintained
• Manage manpower planning and other resources to ensure maximum utilisation.
• Ensure all staff have adequate training, tools to provide a quality and consistent experience across all domestic operations department.

• Diploma in business management/Administration (NQF Level 7)
• Drivers licence Code 10
• Minimum 3 to 5 years Operational experience in the Cargo acceptance, handling, and carriage at an international airport of which 3 years in management position in the field of cargo and logistic operations.
• Previous customer service experience will be an advantage
• Experience in dealing with HR and IR related issues
• Winfreight Operations and Finance
• Time and Attendance system
• Norming
• Training portal (IVS)
• IQSMS (Integrated Quality Management System)
• Dangerous Goods Category 6 Training
• Human Factors Training
• Live Animal Regulations Training
• Aviation Security level 3 Training
• Safety Management Systems Training
• Ability and willing to work extended hours and at own initiative and/or request
• Ability to travel nationally
• Drivers License and own transport
• Knowledge of the BCEA (Basic conditions of employment act), IRA (Industrial relations act) and EEA (Employment equity act)

Medical insurance and Provident fund

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