We're an airport industry leader with operations in four continents and over 3000 employees working together to ensure we deliver the best services for all our customers globally. We are a fast paced, energetic and diverse company. Offering careers that range from IT, Finance, Technical, Airport Operations to frontline security and customer focused roles and many more. Whether you are starting your career or looking for your next move, we have lots of great opportunities to choose from.
This is a pivotal leadership role, ensuring operational excellence, regulatory compliance, and high-quality service delivery to both internal and external stakeholders. The role serves as a critical liaison between Shared Services and business units across the daa Group, championing process optimisation, automation, and a customer-first mindset.
Working in close collaboration with the wider Shared Services leadership team, the postholder will also influence the strategic growth of the entire unit, during an exciting stage in our development.
* Strategically lead and develop a customer-focused management team to enhance performance by setting clear accountable performance targets.
* Act as the Voice of the Customer across daa group.
* Leverage data analysis, research of best practice, and peer benchmarking to identify and deliver tactical and strategic opportunities to better serve our customers.
* Maintain and enhance service standards, KPIs, and escalation protocols.
* Deliver customer insights and root cause analytics, to identify group-wide improvements, and present these to senior stakeholders - with hands-on focus on execution of arising actions.
* Develop and execute technology roadmap in collaboration with stakeholders and our daa Labs team.
* Be accountable for ensuring full regulatory and legal compliance, including identification and management of potential risks (e.g., GDPR).
* Maintain a strong internal control environment and manage audits effectively.
* Lead resource planning and deliver reduction in the cost to serve.
* Champion a culture of productivity, accountability, innovation, and continuous improvement.
Customer Service
* Lead teams delivering a broad catalogue of high-quality service to passengers, employees, and third parties.
HR Services
* Support a team managing HR administrative processes, including employee service requests and employee-related transactions.
Access Control Administration
* Oversee access control services for internal and external stakeholders, ensuring compliance with safety, security, and regulatory requirements across airport and office sites.
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