Fresh Jobs at Airports Company of South Africa Limited (ACSA)

Key Performance Output

The successful candidate will be reporting to Group Executive Operations Management, and will be responsible but not limited to the following:

• Participate in the overall Operations Management strategy formulation and take shared institutional responsibility for shaping and executing the ACSA Service Standards function.
• Drive innovation and translate innovation into integrated products and services for the group that will enhance the customer experience and commercial viability of ACSA and client enterprises.
• Provide alignment and integration with South African Tourism Services Associations and other relevant bodies in the servicing sector.
• Develop comprehensive customer experience management strategies and frameworks based on research and best practises.
• Develop guidelines, policies, procedures, and other related program content, to align with best practice and frameworks, and enable business operations to carry out and enhance programs 
• Ensure effective and regular communication of new statutory regulations, organisational standards, policies and procedures to ensure full awareness amongst employees, external clients (passengers and cargo) and contractors 
• Identify Best Practices in the field of client services & customer experience through the analysis of customers, competitors, and benchmark studies 
• Define customer research parameters and frameworks to ensure the needs of all differentiated groups are met i.e., Business Travellers, Leisure, Families Assisted and Special needs passengers
• Identify and propose interventions and align with Airport RGMs, Clients, and other internal ACSA divisions 
• Define customer research parameters and frameworks to ensure the needs of all differentiated groups are met i.e., Business Travellers, Leisure, Families Assisted and Special needs passengers
• Build, support and maintain healthy diverse internal (peers, unions, team) as well as external (service providers etc.) relationships and implement remedial actions required to ensure achievement of organisational goals 
• Accountable for operational team performance through effective management within policies and procedures to ensure achievement of standards/objectives. 

Technical Skills and Experience

The following skills and experience or the equivalent of such will be required: 

• Bachelor’s Degree (4 years – 480 credits) NQF Level 8 Economics/Marketing/Communication is essential.
• Master’s degree NQF Level 9 is advantage 
• 8 years operational industry experience in customer experience is essential.
• 4 years Senior management experience is essential.
• Microsoft Office at advanced level.
• Code B;Motor vehicle licence is essential