Duty Manager - Passenger Services

We are seeking a professional with proven track record in duty management with aviation services with a service delivery orientation that will lead, motivate, engage and inspire all staff across multiple teams to ensure the delivery of great customer experiences in line with Swissport formula.Main Responsibilities Plan and deploy resources to ensure that we are collectively successful by producing daily allocations in line with customers and operations requirementsEnsure available resources are used to the optimum level (monitor and control overtime payments within targeted budgets)Supervise/control and follow up staff attendance and absencesLead the team to ensure we deliver consistently great customer experiences at every touchpointResponsible for the disciplinary process of the teamSupport and identify training needs and coordinate with training departmentResponsible for performance monitoring, coaching and developing the teamCreate and maintain a progressive, open feedback culture by managing the performance of employeesEnsure senior management is informed of critical issues such as flight irregularity, safety accidents in a timely mannerMaintain, monitor and report on agreed key performance indicators (KPI's) using all available tools and systems.Resolve all customer service challenges in a timely mannerEnsure compliance with all SOPs and policies in order to meet or exceed regulatory standards and deliver the desired customer service experienceMaintain and control activities to ensure work safety, health and environmental protection within the area of responsibilityInitiate investigations on irregularities, accidents or complaints as per our standard reporting requirementsManage and contribute towards change within the operational environmentEnsure deployment of the Corporate QHSE ManualQualifications and Competencies5 years' experience in Passenger Services in Aviation with 3 years leading a team in customer servicesWorking knowledge of DCS systemsLeadership and people management skillsProblem solving and decision-makingApplication letter and CV ONLY outlining your suitability for this position should be forwarded via email to NBO.HR@swissport.com clearly indicating the position on the subject line.Swissport as an equal opportunity employer bases its hiring decisions on the business need and the best qualified candidates available and does not discriminate it its employment decision on the basis of any protected category.Closing Date: 04 October 2026