General Manager, Ground Handling Sydney

**OVERALL PURPOSE OF THE POSITION**

The General Manager, Ground Services (SYD) will lead, manage, and develop the provision of service in the areas of passenger, ramp, load control and operations at Sydney International Airport, with a focus on safety, service delivery, efficiency and cost effectiveness.

The role will deliver continuous improvement in key areas of safety, service delivery, and customer satisfaction, meeting all SLA targets (internal & external), and ensuring that all customer, business, strategic, operational and financial targets are achieved and exceeded.

**PRIMARY DUTIES AND RESPONSIBILITIES**
- Responsible for day to day leadership and management of all Ground Services activities, including passenger, ramp, baggage, load control and operations, ensuring all activities are carried out in compliance with standard operating procedures and guidelines, and in accordance with regulatory requirements
- In conjunction with the Director Ground handling, support the development and implementation of customer and key account strategic plans that deliver contractually agreed service levels and KPIs, and meet or exceed business financial targets
- Lead, manage and develop the Sydney Ground Services Management team including coaching and mentoring, and performance feedback to achieve high levels of performance and service excellence
- Responsible for developing and maintaining close working relationships with external stakeholders including Airline Representatives, Airport Authorities, and third party suppliers
- Responsible for developing and maintaining close working relationships with dnata Australia operational and support departments, ensuring a "one dnata" approach to service delivery, and realising the dnata Vision, Mission, and Values and a passion for Safety & Security as a priority essential
- Serves as the voice of the Ground Services operation, ensuring the organisation retains the required customer focus
- In conjunction with the Director Ground Handling, responsible for developing and delivering the Sydney Ground Services annual budget and managing the department P&L
- Responsible for analysing financial and operational results to ensure targets in all areas are being met or exceeded. Initiate and manage improvement plans with internal and external stakeholders to maximise efficiency, revenue, and profit
- In conjunction with the dnata airport Services Leadership Team, supporting the business in all areas that sustain and improve dnata's brand, market position and financial growth

**OH & S Responsibilities**
- Compliance with the dnata Safety and Environment Policies
- Compliance with legislative Health & Safety requirements
- Develop and maintain a positive safety culture focused on awareness and vigilance.
- Conduct work in accordance with dnata's Health & Safety Management System;
- Follow all safety work procedures, adhering to all safety guidelines provided;
- Participate in emergency drills and/or evacuation

**ESSENTIAL CRITERIA**
- Educated up to Masters degree/ MBA or higher preferred
- Extensive leadership experience and a commitment to driving a customer centric service culture within the team
- Excellent communication and interpersonal skills well suited to managing a diverse workforce in several locations
- Demonstrated record of achievement in building and fostering relationships with key customers and stakeholders
- Demonstrated business acumen including, financial and budget management and experience in driving cultural change and continuous business improvement to meet and exceed customer and business expectations and targets

**Desirable Criteria**
- Previous experience in or knowledge of airline industry principles;
- Previous extensive experience in a highly controlled and regulated industry with the ability to lead, translate, implement and manage ongoing compliance, industry standards and legislative requirements