Service Delivery Supervisor

7 days ago

Melbourne Airport, Australia dnata Full time

**OVERALL PURPOSE OF THE POSITION**

The Service Delivery Supervisor (Passenger Services) is responsible for the shift management of dnata Passenger Services for our clients to ensure an efficient and effective service meeting and exceeding the company’s and our clients’ expectations.

The Service Delivery Supervisor will manage the day-to-day complexities of business issues and competing demands within an environment of sensitivities, constraints and competing stakeholder priorities.

**PRIMARY DUTIES AND RESPONSIBILITIES**
- Oversee the delivery of a customer centric Passenger Services operation including the supervision, organisation and coordination of all work areas during an operational shift;
- Manage on-the-job team coaching, mentoring and performance feedback to achieve high levels of performance and service excellence;
- Ensure the efficient and effective allocation of resources to deliver operational requirements and meet Service Level Agreements;
- Oversee and monitor business processes and standard operating procedures ensuring compliance to industry standards, legislation and dnata Airport Services’ policy and procedure;
- Provide quality metrics and reporting on critical business issues;
- Reinforce a positive safety culture within the team focussed on awareness and vigilance.

**ESSENTIAL CRITERIA**
- Demonstrated leadership experience and a commitment to driving a customer centric service culture within the team;
- Well developed communication skills both written and oral and negotiation skills;
- Previous experience in a highly controlled and regulated industry with the ability to lead, translate, implement and manage ongoing compliance, industry standards and legislative requirements into standard operations;
- Sound level of understanding of financial and budget processes and ability to drive culture change and business improvement initiatives.

**Desirable Criteria**
- Previous experience in or knowledge of airline industry principles and procedures
- HSC or University graduate in a business discipline

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