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Service Delivery Lead, Passenger Services Job Swissport
Service Delivery Lead, Passenger Services Job
We are seeking a professional with proven track record in duty management with aviation services with a service delivery orientation that will lead, motivate, engage and inspire all staff across multiple teams to ensure the delivery of great customer experiences in line with Swissport formula.
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Main Responsibilities
- Plan and deploy resources to ensure that we are collectively successful by producing daily allocations in line with customers and operations requirements
- Ensure available resources are used to the optimum level (monitor and control overtime payments within targeted budgets)
- Supervise/control and follow up staff attendance and absences
- Lead the team to ensure we deliver consistently great customer experiences at every touchpoint
- Responsible for the disciplinary process of the team
- Support and identify training needs and coordinate with training department
- Responsible for performance monitoring, coaching and developing the team
- Create and maintain a progressive, open feedback culture by managing the performance of employees
- Ensure senior management is informed of critical issues such as flight irregularity, safety accidents in a timely manner
- Maintain, monitor and report on agreed key performance indicators (KPI’s) using all available tools and systems.
- Resolve all customer service challenges in a timely manner
- Ensure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experience
- Maintain and control activities to ensure work safety, health and environmental protection within the area of responsibility
- Initiate investigations on irregularities, accidents or complaints as per our standard reporting requirements
- Manage and contribute towards change within the operational environment
- Ensure deployment of the Corporate QHSE Manual
- Ensure all Swissport employees are familiarize with the Code of Conduct.
Qualifications and Competencies
- Diploma or higher
- 5 years’ experience in Passenger Services in Aviation with 3 years leading a team in customer services
- Working knowledge of DCS systems
- Computer literate (Office Word, Excel, PowerPoint)
- Customer oriented
- Leadership and people management skills
- Problem solving and decision-making
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How to Apply
🚨 Before You Apply for This Job… Is Your CV Ready For The Competition?
This job will attract 1000+ applicants. Sadly, many qualified professionals miss out on interviews — not because they lack experience, but because their CV does not clearly demonstrate why they qualify for this specific job.
You may be qualified. But if your CV is too generic, outdated, or not aligned to the job requirements, you’ll not be shortlisted.
Using the same CV for every application also rarely works.
And while many candidates are now using AI to rewrite their CVs, polished wording alone does not guarantee interviews.
AI can write your CV. We know what gets shortlisted.
🎯 Want to improve your chances of getting shortlisted for THIS job?
Email your CV today to cvwriting@corporatestaffing.co.ke
Subject: CV Review & Upgrade
Our recruiters will review your CV and show you how to position your experience better for the job you are targeting. Learn more about our CV upgrade service here.