Title: Airline Support Manager (ASM)Role: Responsible for the strategic partnerships of customer airlines, staff and airport development, project & performance management, along with oversight of daily handling of assigned customer portfolio, by ensuring SHP resources are distributed seamlessly and efficiently across all operational departments (Passenger Services, Ramp Operations, Baggage and Transport, and Station/Load Control Departments).Rules: As per Sky Handling Partner Employment Contract, Company policy and procedures.Reporting to: Station Operations ManagerLocation: Dublin AirportKey Account ManagementRelationship Management: Build and maintain strong relationships with assigned key airline accounts.
Serve as the primary point of contact, ensuring effective communication and addressing their needs promptly.
Attend operational and management meetings to discuss performance, address issues, and document action points.
Collaborate with internal departments (OPAS, Training, Maintenance, Department Managers) to find solutions to operational challenges.
Performance Management: Manage and monitor key account airline operations, ensuring compliance with Service Level Agreements (SLAs).
Oversee flight turnarounds, from pre-planning and staff assignments to on-time departures.
Proactively communicate with critical departments (FTC, Head Loader, Boarding Lead Agents) to ensure smooth and safe operations.
Track, analyse, and report on key performance indicators (KPIs) related to the SLAs.
Conduct audits, assess safety and compliance, and monitor the implementation of corrective actions Staff Management: Train, mentor, and support new recruits on key account processes and procedures.
Ensure staff understand product and service expectations, turnaround times, delay codes, and documentation requirements.
Monitor staff performance, address non-compliance, and provide feedback to Department Managers.
Other: Manage projects, including new airline/route start-ups.
Handle other tasks and projects as assigned.
Operational ManagementOperational Efficiency: Ensure efficient organization of all operational departments in collaboration with Department Managers.
Maintain optimal Ground Support Equipment (GSE) usage.
Supervise operational activities and monitor performance of all areas.
Manage disruptions effectively by communicating with relevant parties (ACS, Ramp Control, etc.).
Liaise with airport agencies, authorities, and suppliers.
Stay updated on all airport directives.
Coordinate emergency response procedures as needed.
Compliance & Safety: Ensure adherence to company, airport, regulatory, and customer airline procedures.
Perform safety audits, follow up on non-conformances, and escalate serious findings.
Develop and maintain a strong understanding of airline SLAs and quality requirements.
Monitor staff performance and address non-compliance.
Assume responsibility for safe and punctual aircraft departures.
Quality & ReportingPerformance Analysis: Compile daily feedback reports, analysing on-time performance and service deficiencies.
Provide detailed reports to Department Managers on delays, incidents, and corrective actions.
Communication & Documentation: Utilize company systems (e.g., GSE issue tracking, SkyLynx, Effective) for reporting and documentation.
Adhere to health and safety procedures for reporting accidents/incidents.
Maintain open communication with Department Managers and Senior Management on concerns and potential issues.
Requirements Minimum 3yrs operational experience at supervisor level or above Excellent organizational and interpersonal skills.
Strong attention to detail.
Ability to influence, coach, and mentor.
Exemplary attitude towards safety and security.
Flexibility to work unsocial hours.
Acute safety/security awareness and leadership.
Computer literacy.
BenefitsSalary: DOE