Operations Service Manager - MNL

How you'll help us Keep Climbing (overview & key responsibilities)

The Operations Service Manager directs and supports

Airport Customer Service "ACS" personnel in all operational-related

activites and non-routine situations.

The OSM will support all airport operations as it implements ACS

processes, projects, and initiatives related to Delta's business partners. The

position also provides oversight for all transfer customer and baggage activity

to ensure seamless connections through close coordination and communication with

all interline partners and other

stakeholders.

Aside from "on the job" training of all

check-in, ticketing, gate, operations personnel and transfer coordinators,

support for all problem solving and technical problems, the OSM monitors all

contractor activities. This position supports the Station Manager in all

administrative duties which may also include budgeting, cost control, invoice

processing, operational and personnel-related paperwork file management.

**Additional responsibilities include:**

+ Responsible for making critical decisions affecting the station’scurrent operations and acts as the primary point of contact for thePCC/OCC.Communicates informationto relevant departments regarding gate changes, aircraft changes,cancellations, and all other issues impacting the station’s flightschedule

+ Reconcile all delay codes called into question to support continuousimprovement and meaningful follow-up

+ Monitors and supports all employee activities, both ACS above andACS below wing, (especially those closer to the aircraft) that include,but may not be limited to, safety, security and local/technicalcompliances

+ Performs daily flight observations/audits around the aircraft duringflight arrival and departure process which requires patrolling variousoperational areas include inside terminal, on ramp, passenger cabin, cargohold compartments and baggage room during live flight activity

+ Responsible for the leadership and implementation of safetyinitiatives, on-time operational performance, customer service initiativesand programs, baggage services initiatives, IROP management and recoveryplans along with other strategic initiatives

+ May also be responsible for maintaining relationships with the localgovernment agencies and other contract services that support thesuccessful execution of the operational performance

+ Additional job functions as assigned depending upon work load demandand operational needs. Support corporate, US regulatory, and/or localgovernment audits, obervations orinspections when needed.

+ Measures performance, analyzes, completes and forwards statisticaldata, reports, inventories and passenger complaints

+ Supports Delta's leadership values and keeps communication andcoordination channels with Delta leadership, with peers within and outsidethe station, with staff, and with contractor leaders in order to keepawareness and compliance with Delta and local airport procedures andregulations with particular attention to safety and security matters

+ Responsible for maintaining Delta Customer Service standards, keepfrontline group up-to-date and motivated

+ Managed the performance of the dedicated Red Coats from businesspartner.

+ Identifies problems and opportunities, gathers data, exploressolutions, and takes action to achieve goals. Provides implementationsupport and pursues continuous improvement

+ Responsibilities may include supplies ordering, equipment andfacilities/building maintenance as mandated and in coordination with theStati. Manager

+ Continued training and development in building leadershipcapabilities is expected

What you need to succeed (minimum qualifications)

+ Minimum of 2 years extensive leadership experience inthe Airport Customer Service operations or equivalentexperience required

+ Must be capable to work under high pressureenvironments

+ Must be able to handle conflicts and de-escalatehostile situation and achieve the best outcome at all times

+ Must be able to anticipate roadblocks and planappropriately to mitigate risks

+ Must possess excellent critical thinking anddecision-making, as well as multi tasking

+ Must be flexible to work extended hours in a constantlychanging environment and manage a 7/days operation with varyingshifts, and "on call" requirements, includingweekend shifts and public holidays

+ Must be willing and able to travel, both domestic andinternational per company business, operational, or trainingrequirements

+ Must posses strong customer service skills and focus.

+ Must possess strong English written and verbalcommunication, including platform/presentation skills.

+ Must be approachable and have interpersonal skills thatfoster trust and respect.

+ Must be able to balance multiple priorities withinestablished time constraints.

+ Must exhibit strong organizational skills and theability to delegate responsibility to direct reports/contractor staffs.

+ Must possess valid documents to work and reside in thePhilippines.

+ Must be performing satisfactorily in current position.

+ Must practices safety-conscious behaviors in alloperational processes and procedures

+ Ability to leverage data and analytics to driveoperational decisions and continuous improvement

+ Consistently prioritizessafety and security of self, others, and personal data.

+ Embraces diversity inpeople, thinking, and styles

What will give you a competitive edge (preferred qualifications)

+ Three years of ACS experience in operations and customer service.

+ Knowledge of Deltamatic and other relevant airport technology is preferred.

Benefits and Perks to Help You Keep Climbing

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here