Job Title: Customer Operations Leader
Overview
Cargo operations are critical to our business. We require a leader who can manage and enforce health and safety protocols, ensuring compliance with regulations. The right candidate will drive excellence in health and safety, security, quality, and operational standards.Responsibilities:
* Manage and enforce health and safety protocols, ensuring compliance with regulations.
* Ensure compliance with all security requirements and protocols.
* Maintain adherence to company and airline procedures, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are met.
* Oversee quality procedures and implement improvements where necessary.
* Liaise with airline customers, ensuring smooth communication and timely execution of cargo operations.
* Coordinate with warehouses and external contractors for import/export deadlines and operational efficiency.
* Ensure compliance with regulatory bodies like IAA and Revenue, ensuring timely and accurate completion of flight files.
* Attend and lead customer review meetings.
* Provide operational reports and statistical analysis on performance.
* Established and maintain good business relationships with regulatory authorities, airlines, airport authorities, and approved entries within the station.
Required Skills and Qualifications:
* Strong understanding of cargo operations and systems.
* Ability to manage health & safety, security, and quality procedures.
* Excellent leadership and interpersonal skills.
* Ability to work independently under pressure.
* Effective communication and problem-solving skills.
Performance Metrics:
* Meeting export/import deadlines and cargo IQ metrics.
* Regulatory compliance in file completion.
* Management of health & safety, security, and quality procedures.
* Staff training records up to date.