Job Description

Description

Customer Engagement & Performance

Maintain regular and proactive contact with key customers to address service issues and strengthen relationships. Produce and present monthly and quarterly performance reports, ensuring transparency and accountability. Conduct customer reviews, track corrective actions, and ensure measurable improvements against SLAs. Act as a point of escalation for customer concerns, ensuring timely resolution and communication. Customer SLA measurements and gap analysis on remaining item.

Regional Oversight & Standardisation

Support the SVP Service Delivery by consolidating regional performance data, preparing executive briefings, and representing the SVP in designated forums when required. Drive alignment of service delivery standards across stations, promoting consistency and best practice adoption. Lead regional projects and change management initiatives to enhance service delivery capabilities. Ensure compliance with Cargo IQ performance standards and maintain accurate SLA tracking.

Reporting & Analysis

Develop and implement system-supported processes to automate monitoring and reporting. Identify risks, non-performance issues, and opportunities for improvement, providing actionable insights to senior leadership. Ensure CAPA (Corrective and Preventive Action) reports are robust, measurable, and implemented effectively.

Projects and key initiatives

Drive and coordinate the department projects to completion. Drive station performance on process adherence and customer performance issues. Ensure station performance is challenged in the business with Ops and Station Management.

Strategic Support to SVP Service Delivery

Prepare executive-level reports, dashboards, and presentations for customer and board-level meetings. Coordinate regional initiatives and provide analytical support to inform strategic decision-making. Act as delegate for the SVP in operational reviews and customer forums when required.

Key Responsibilities

Trend reporting and corrective actions. Contact point for designated key accounts. Identify 'best practice' and look to implement across all stations. Update key stakeholders with regular progress. Identify and implement process maps that can be implemented at other stations. Share information of risks for customers and also 'best practice'. Adopt system based solutions to help automate measuring and monitoring capabilities. Ensuring standardize reporting and data capture for your responsible stations and customers. Customer satisfaction and SLA compliance. Timeliness and quality of monthly/quarterly reporting. Effectiveness of corrective actions and trend management. Adoption of best practices across stations. Quality of executive support provided to SVP Service Delivery. Implementation of system-based monitoring and reporting solutions.

Skills, Knowledge and Expertise

Proven experience as an airline or handling manager at regional/global level. Strong background in airline industry operations, procedures, and manuals management. Knowledge of risk management, change management, and service delivery tools. Cargo/handling experience preferred but not essential. Proficiency in Microsoft Office and reporting tools. Critical thinking, problem-solving, and decision-making skills. Strong leadership, adaptability, and conflict resolution capabilities. Excellent communication and stakeholder management skills, including executive-level reporting.

About Worldwide Flight Services

WFS is one of the world's leading ground handling organisations, providing high quality cargo, passenger, premium, ramp, baggage and technical services across a network spanning over 188 locations in more than 22 countries on five continents.



In our UK business, which employs more than 700 people across 19 sites all over the country, we have a clear vision: to empower our people, always look for improvements and lead our industry with great customer focus.