Operations Supervisor

**Essential Functions**
Reasonable accommodations may be made to enable individuals with disabilities to perform the
essential functions.
- Provide leadership and oversight of daily APAC operations across all products (ACES, DPAX,

Duty Travel, Crisis Management/Emergency Response), coordinating closely with other API
operations teams globally.
- Lead, coach, and support all APAC operations agents (on-site and remote) to ensure high

performance, availability, and effective client service.

including conducting audits and reviewing call recordings to provide feedback and drive
continuous improvement.
- Establish and maintain effective communication with client operational departments to

ensure service expectations are met.
- Identify training needs and assist with the development and delivery of training programs to

maintain high standards of service and compliance.
- Maintain and update operational processes, SOPs, and quality measures, ensuring adherence

to API and client requirements.
- Review airline relocation requests and monitor weather reports, events calendars, and market

conditions to proactively support operations.
- Investigate and resolve escalated client or operational issues, ensuring timely and professional

resolution.
- Maintain a chronological shift log to capture key operational data, including actions requiring

leadership involvement.
- Follow appropriate reporting and escalation procedures for any technical issues (ACES, DPAX,

IT systems), tracking outcomes to resolution.
- Monitor Daily Issues Logs (DIL), MCC (MyCrewCare) feedback, and other reporting tools to

identify trends and recommend improvements.
- Monitor and ensure completion of internal and client reports in line with API policies.
- Collaborate with APAC leadership team and other departments to resolve operational

challenges.
- Engage and motivate agents by providing statistical feedback and coaching, addressing

performance issues when necessary.
- Monitor and control departmental expenditures, including ad hoc costs caused by errors or

discrepancies.
- Review, monitor, and resolve system discrepancies and operational gaps.
- Build and maintain effective relationships with airline clients and suppliers to mitigate

challenges and strengthen partnerships.
- Responsible for creating and maintaining an effective team roster, ensuring all leave requests

are managed appropriately to maintain optimal operational coverage.
- Perform other duties as assigned to support API’s operational goals and client commitments.

**Competencies**
- Proven ability to build strong relationships and foster collaboration within a fast-paced,

dynamic team environment.
- Strong leadership and interpersonal skills, with the ability to influence and motivate others.
- Solutions-oriented mindset with a strong focus on client needs and service excellence.
- Maintains a positive, proactive attitude and takes ownership of outcomes.
- Highly detail-oriented with exceptional organisational and time management skills.
- Agile problem-solver, able to adapt quickly to changing priorities.
- Skilled in process management and continuous improvement.
- Excellent written and verbal communication skills, with the ability to engage diverse

stakeholders.

**Required Education and Experience**
- Bachelor’s degree (or equivalent) preferred.
- Minimum three years’ experience in a call centre, airline operations control centre, API

Operations Center, or crew scheduling environment preferred.
- Hands-on experience in ACES and DPAX systems highly desirable.
- Strong judgment and decision-making skills, with the ability to weigh risks, costs, and benefits

and exercise discretion appropriately.
- Advanced critical thinking abilities, using logic, data, and analysis to assess challenges and

develop effective solutions.
- Strong written communication skills, able to combine data and narrative to produce clear,

persuasive arguments.
- Demonstrated experience in motivating, developing, and leading individuals and teams to

achieve organisational goals.
- Exceptional communication skills across verbal, written, and non-verbal modes, with strong

active listening abilities.
- Proven ability to identify problems, determine root causes, and implement solutions while

maintaining day-to-day operational continuity.
- Solid technical knowledge and awareness of current trends and developments in airline

operations or related disciplines.
- Collaborative team builder, with the ability to foster strong internal relationships.
- Proficient in Microsoft Word, Outlook, Excel, Teams, PowerPoint, and Slack.

**Position Type and Expected Hours of Work**
Unless stated otherwise, this is a permanent full-time position that requires working Monday to Friday,
including public holidays that fall on your scheduled workdays. The work hours are from 1 PM to 9 PM,
averaging 38 ordinary hours per week over a 12-month period.
These hours are not fixed and can vary from time to time. Flexi