Duty Manager

Duty Manager

• Report To

Line Manager

• Position Summary

Manage, administer and monitor ground operations either above or below the wing at station to ensure all tasks are in compliance with the regulatory requirement. To ensure service delivery is in accordance to operations standards and agreed SLA.

• Key Accountability
• Oversee, monitor, and enforce safety and security standards within the assigned areas, ensuring full compliance by all Ground Operations staff and Ground Service Providers with safety regulations and organisational procedures.
• Collaborate closely with the Station Manager / Representative / Head to evaluate operational challenges, implement effective corrective action plans, and proactively mitigate potential impacts on departmental performance.
• Drive cross-departmental engagement at each station to ensure seamless handling of Firefly passengers and aircraft operations.
• Ensure all handling services provided to Firefly are executed in strict accordance with the agreed Service Level Agreement (SLA) and handling contracts, maintaining the highest quality standards.
• Act as the primary escalation point for passenger issues, authorising resolutions and overseeing the handling of claims and complaints to ensure customer satisfaction and brand integrity.
• Lead manpower planning and resource allocation strategies to ensure optimal staff deployment and uninterrupted operational flow.
• Provide clear direction and mentorship to staff in preparing operational reports, managing boarding processes, and addressing delays.
• Maintain full operational readiness for Manual Check-in procedures during ad-hoc system downtime, ensuring swift and effective recovery actions.
• Verify the availability and accuracy of the Manual Standby Passenger Manifest (MSPM) in soft copy format at all times.
• Demonstrate full proficiency in Manual Check-in SOPs (GOM Chapter 2.14, Section 2.14) and ensure all staff adhere to these standards.
• Execute additional assignments or special projects as delegated by the company, ensuring timely and quality delivery.
• Actively participate in meetings and discussions related to passenger handling, contributing expertise and operational insights.
• Uphold strict safety and security compliance, driving initiatives to achieve and maintain zero-accident operations.
• Qualification & Working Experience
• SPM, Diploma and Degree in any related
• 4-7 years in Airline Ground Operations
• Areas of Experience
• Previous supervisory or management experience, preferably in aviation industry.
• Experience in working with airport and regulatory agencies.
• Experience in managing and motivating large team.
• Able to communicate in Bahasa Malaysia and English. Both written and verbal.
• Must be proficient in Microsoft Office and airlines operation systems.
• Able and willing to work non-standard hours
• Personality Traits
• Leadership oriented
• Strong Communication Skills
• People centric
• High emotional intelligence
• Operationally disciplines
• Customer Focused.