Cargo Ops Manager : CSD at Ellahi Consulting

Minimum Qualifications:

• Diploma in business management/Administration (NQF Level 7)
• Drivers licence Code 10

Minimum Experience:

• Minimum 3 to 5 years Operational experience in the Cargo acceptance, handling, and carriage at an international airport of which 3 years in management position in the field of cargo and logistic operations.
• Previous customer service experience will be an advantage

Functional Training:

• Winfreight Operations and Finance
• Time and Attendance system
• Norming
• Training portal (IVS)
• IQSMS (Integrated Quality Management System)

Regulated Training:

• Dangerous Goods Category 6 Training
• Human Factors Training
• Live Animal Regulations Training
• Aviation Security level 3 Training
• Safety Management Systems Training

Environmental / Other conditions:

• Ability and willing to work extended hours and at own initiative and/or request
• Ability to travel nationally
• Drivers License and own transport
• Knowledge of the BCEA (Basic conditions of employment act), IRA (Industrial relations act) and EEA (Employment equity act)

Experience in dealing with HR and IR related issues Skills:

• Leadership
• Quality Assurance
• Customer Service orientated
• Safety and Security
• Computer literate
• Positive attitude
• Professionalism
• Lateral thinking
• Collaboration
• Innovative
• Problem solving

Primary Responsibilities & Duties
Main purpose of the Job:

• To manage and oversee the national customer experience, domestic operations, and pet lounge in accordance with established policies, procedures, budget and strategy to drive customer experience, customer satisfaction, cost effective and sustainable operations.

Customer Service

• Monitor the operations of customer service representatives to verify adherence to established courtesy and required professionalism.
• Maintain open and frequent interactions with branches and divisions within the employer to keep clients updated about the status of their cargo to increase customer satisfaction and improve the customer experience.
• Develop and implement strategies to improve customer relationships, dedication, and satisfaction by engaging with all departmental heads to address the clients concerns to improve the client experience.
• Investigate customer service and/or operations related complaints to ensure that they are resolved within agreed timelines and that appropriate action is taken to resolve issues before they are escalated.

Stakeholder relationship and engagement

• Maintain and enhance connections with internal and external stakeholders by always providing excellent service.
• Engage in negotiations with internal and external stakeholders to advance the company’s business and service goals.
• Collaborate with all stakeholders to establish our operational framework in line with current and future guidelines.
• Monitor the validity of existing Service Level Agreements (SLA’s) to ensure they remain relevant and that service providers adhere to the provisions of the SLA for operational performance by conducting monthly stakeholder meetings.
• Conduct meetings with customers to review and communicate actual performance against agreed performance and include recommendations for corrective actions.
• Conduct surveys to measure customer satisfaction to rectify any substandard service.

Reporting

• Compile weekly audit report of the Winfreight system by checking all the required scanning disciplines against the established targets and provide corrective action taken.
• Report to the Executive Committee (EXCO) monthly on the operations performance including the On Time Performance (OTP) to monitor overall operations performance.
• Ensure all incidents, occurrence and hazards are recorded on the discrepancy management system and IQSMS system to have record of all these events in the national database.
• Investigate all the incidents, occurrences, and hazards in order to formulate and implement corrective actions.
• Monitor all the discrepancies raised on the discrepancy management system by ensuring all the reports are closed and/or updated to ascertain that customer queries are addressed timeously.
• Liaise with the relevant department for further handling on claims.

People Management

• Oversee, implement, and manage compliance of training, policies and procedures for adherence to the BCEA (Basic conditions of employment act).
• Assess staff resources continuously to determine if the headcount is in line with budget and operational requirements.
• Motivate and obtain the necessary approval for headcount adjustments as required in line with the company Employment equity plan.
• Evaluate performance and identify skills required to fill the necessary gaps.
• Mentor and coach individuals to grow within their relevant positions to facilitate the succession plan.
• Stay abreast with company projects e.g. ESG, Training opportunities, Mobile app videos, security culture etc. Communicate to all relevant parties and ensure implementation.
• Participate in recruitment of employees by getting involved in the interview / screening process to ensure candidates are questioned with operational related questions.
• Carry out disciplinary action.

Overall Management and Cargo Operations

• Oversee daily operations and ensure that proper communication, coordination, and teamwork are always maintained.
• Manage manpower planning and other resources to ensure maximum utilisation.
• Ensure all staff have adequate training, tools to provide a quality and consistent experience across all domestic operations department.
• Monitor and evaluate the effectiveness of existing policies and procedures by identifying opportunities for improvement in service delivery by engaging with IT and/or other support services.
• Manage billing team by ensuring that all waybills are billed daily and that quotations and Cash Sales for walk-in clients are accurate to avoid queries that could result in credit notes and refunds.
• Manage claims submitted by clients by liaising with operations administrator and ensuring claims are settled timeously.
• Manage discrepancies by ensuring that they are handled promptly and according to the procedure in terms of follow-up and closure.
• Facilitate daily meetings to discuss all discrepancies with managers from all stations to enable collaboration of proactive and reactive channels.
• Follow up with stations/departments of irregular operations ensuring awareness of any offloads issues encountered at the aircraft and informing clients of new flight details.
• Monitor and analyse rosters submitted monthly by managers, ensuring that all employees are rostered accurately and in accordance with labour standards.
• Monitor that cargo is managed, planned, and manifested according to its priority and that there are no deviations in the process which can cause security breaches.
• Oversee that cargo / live animals are processed correctly and accurately by ensuring that all meets the employers operations and security standards.
• Ensure that vehicles are checked daily and serviced, and licences / roadworthy certificates are current so that any deviations can be addressed immediately.

Audits and Regulatory Compliance

• Conduct audits, identify any deficiencies and apply corrective actions to maintain regulatory compliance within the cargo network.
• Seek collaboration with Regulatory bodies, including airlines, to establish a mutually beneficial partnership that fosters trust in our procedures and allows for joint decision making.
• Participate in Regulatory Safety Audits to ensure compliance to regulatory Aviation bodies.
• Audit that the latest regulations policies and procedures on IQSMS system has been read and understood by employees to ensure that they are working in accordance with the current regulatory and internal policy framework.
• Conduct inspections, audits and communicate to the employees to ensure that the workplace is in line with health, safety, and environment requirements.

Financial and Asset Management

• Plan the annual budget by identifying the overall required resources.
• Manage the expenditure on a continuous basis to ensure that the variances to approved budgets are minimised.
• Implement a customer retention strategy to ensure revenue targets are met.
• Identify, through knowledge and contracts of the sales force and the industry, new opportunities, and potential customers to increase revenue.
• Oversee the petty cash is managed according to the company policy and procedure.
• Review the monthly income statement for accuracy of reporting and communicate discrepancies to Finance.
• Procurement of goods, services, and assets to sustain and compliment the business needs, in line with best practice, for continual benefit improvement for our staff, customers, stakeholders and shareholders.
• Manage planning of assets in line with operational requirements for an optimal business function.
• Oversee the asset register annually and maintain records for auditing purposes.
• Oversee the use and maintenance of vehicles, equipment, and related consumables to ensure that these are serviceable and operated in a responsible manner by qualified and authorised personnel.
• Set up structures in maintaining all financial, operational and Regulatory requirements that will be available for any internal and/or external review in reducing and eliminating potential risk and liability for the business.