Ground Handling Service Manager - IAG Cargo

  • Salary:
  • Careers Site Category:
    Professional Services and Business Support
  • Location:
    IAG Cargo, London
  • Working Pattern:
    Permanent Full Time
  • Closing Date:
    1 September 2017
Purpose of the Role

To ensure IAG Cargo consistently manages worldwide Ground Handling Agent (GHA) contracts to achieve optimum performance across the network. To manage a robust and quantifiable set of performance metrics which are then used within a service management framework to performance manage GHAs. To co-ordinate project delivery and control across regional Customer Services whilst providing a single, regional point of contact for change initiatives.

Key Accountabilities
  • Ownership of the global GHA SLA. Provision of service consistency across the network and across the network.
  • Management of a robust review process for all IAGC Ground Services contracts.
  • Liaison with, and support of, regional managers in dealing with all performance issues. Control of the operational review and audit process.
  • Central point of contact for all Ground Services matters.
  • Liaison with Procurement in the setting up/ closure of Ground Services Contracts.
  • Ensure GHAs meet agreed service levels by effective measurement and a programme of continuous improvement.
  • Operation of robust escalation procedures, including direct involvement in, and resolution of, significant handling issues
  • Production of trend analysis, metric collection, analytics and reporting across all Ground Services, ensuring transparency across the network.
  • Provision of negotiation and contract support for third party handling services, as required.
  • Project management and project support across a broad range of regional change programmes; as required.

Close map
IAG Cargo, London
New Business Centre - Cargo, Sealand Road, Hounslow, Middlesex, United Kingdom, TW6 3FD

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