Job Title: Global Baggage Services Manager Location: United Kingdom Reporting to: VP Global Operations About Swissport We are a global leader in sustainable and responsible airport services provision, renowned for our unwavering commitment to safety, operational excellence, and exceptional service, shaping a future where air travel thrives on reliability, efficiency, and experience.
In 2023, with the support of more than 60,000 colleagues, Swissport provided best-in-class airport ground services for some 232 million airline passengers and handled roughly 4.7 million tons of air freight at 115 cargo centres.
Across a global network that is unparalleled in the industry, Swissport served airlines at 286 airports in 44 countries across six continents.
Job Summary The Global Baggage Services Manger plays a critical role in developing and delivering Swissport's global operational standards in baggage services.
Reporting to the Global Head of Ground Handling, this position works within the Global Operations team and, together with the Cluster Managing Directors, drives and implements change to a global mindset.
This role is both operationally and commercially focused, working closely with other areas such as Ops QHSE, fleet, training, and innovation.
With a strategic focus, this role will develop and drive the roadmap for service delivery, including technology and integration with other business areas.
The role will identify opportunities to design new business process and procedures that will lead to world class standards in safety, efficiency and the customer experience whilst also increasing Group revenues.
Job Responsibilities Develop the global vision and a global data platform for baggage services and support the delivery of better value by identifying improved ways of working and eliminating complexity.
Identify opportunities for continuous improvement of operational processes, procedures and applications relating to baggage services.
Project lead for Global initiatives that identify and facilitate automation of existing baggage processes to improve operational and financial performance.
Oversee the daily baggage operation to ensure the required performance standards are met and any issues relating to baggage performance and baggage revenue are identified and mitigated.
Using detailed knowledge of the value supply chain, opportunities for change will be identified and implemented through to execution.
Manage supplier relationships to ensure delivery to contracted Service Level Agreements and to identify and implement opportunities for service improvement and enhancing commercial partnerships.
Define, review, and update operational processes and procedures in accordance with corporate policies.
Manage relationships with internal stakeholders to promote Swissport's Global Standards and Strategy and to ensure effective cross functional working.
Identify and monitor issues, compliance, risks, and mitigation at a global level within the scope of the Sub-Process and Service ownership.
Collaborate with the respective IT Application Owner to promote the Global Standard Solutions as well as the developments, communication, and strategic Roadmap.
Effectively manage change by liaising with Stations and Stakeholders at the right levels to ensure they are engaged in all process and system improvement initiatives.
Use different project management methodologies (Lean, Kaizen, etc.)
to support effective business transformation and drive standardization, strengthen KPI driven culture and improve operational efficiency and performance across the global network.
Key Performance Indicators Swissport Mishandled and damage bag rate.
Swissport's Global safety performance.
Swissport's Global quality.
Swissport's Global efficiency.
Documented processes, policies, manuals and procedures.
Documented business vision, capability and technology roadmap.
SOPs Audit findings – Tracking: still outstanding vs closed.
· Identify potential solutions as part of continuous improvement process.
Projects delivered with high quality, on budget and on time.
Successful engagement with business stakeholders to enhance or introduce new service or software.
Qualifications and Competencies.
Minimum of five years' experience as a Ground Handling Operational Manager.
Strong Operational background with a specialty area in Baggage Services.
Strong Commercial background with an understanding of the relationship between Commercial and Operational deliverables.
Strong financial acumen with the ability to identify revenue improvement opportunities.
Extensive people management experience with the ability to motivate and inspire others in the achievement of corporate, departmental, and individual objectives.
High level negotiating and influencing skills with managers, staff, and customer.
Excellent communication and presentation skills.
Self-motivated and able to work to deadlines / targets and respond to business needs.
Confident to work alone or as part of a specialist team.
Able to focus and deliver whilst under pressure and working within tight demands and deadlines.
Excellent attention to detail with the ability to organize complex data and communicate findings and results.
University degree: Post-graduation, Kaizen, Lean and Six Sigma are a plus.
Excellent computer skills (Excel, spreadsheets, PowerPoint, etc.).
Fluent command of English as the corporate language, any other language is a plus.
Requirement for extensive travel and potentially on occasion at short notice.