Specialist I, Ground Operations [Duty Manager… at Scoot… · Singapore

Summary We are searching for a motivated and enthusiastic operations duty manager (Based in SIN) with extensive knowledge in airport operations to join us! You will be part of the Ground Department team and will be the key personnel responsible for all airport operations matters in SIN station. You will work closely with appointed vendors as well as airport authorities and Scoot HQ to effectively manage and handle all operational and training and procedural matters to ensure smooth airport operations for Scoot at SIN and overseas airports.

This role is responsible for managing sustainable daily operations at SIN HUB and Scoot's network stations. The Duty Manager is committed to delivering exceptional passenger experience during (a) normal operations and (b) disrupted operations.

This position ensures the integrity and efficiency of daily airport operations at SIN Hub/Scoot's Network which includes managing irregular operations (IROPS) and emergency situations when the situation warrants. In this role, the Duty Manager acts as the front face for Scoot for all ground operational matters.

Job Description

1) Daily Airport Operations Management (SIN and Network)

• Responsible for station’s daily operational issues and ensure that aircraft dispatches on time across SIN and Scoot Network.
• Work on a 12-hour rotating shift roster to manage Scoot’s SIN hub and network stations ensuring smooth operations on a daily basis. (Flexible to changes in roster / recall for duties on exigencies during off-days for shift coverage purposes when requested.)
• Provide leadership to the outsourced appointed vendor(s) and ensure company regulations are adhered to ensure smooth operations e.g. efficient check-in / transfer and baggage handling at station.
• Handle delays and flight disruptions to ensure passengers are least inconvenienced in accordance with Scoot's SOP, minimize complaints and increase number of compliments.
• Ensure and maintain effective communication with all department of Head office e.g. Operations / Engineering / Crew / OCC during operational situations to deliver the best outcome for aircraft utilization and passenger management.
• Ensure Scoot’s service providers in SIN / across network stations e.g. ground handlers / airport stakeholders deliver targeted performance outcomes in all operational areas in accordance with Scoot's SOP without compromising on safety and security.
• Analyse each and every delay in order to determine the root cause and prevent recurrence.
• Follow up and conduct investigation of incidents / complaints when assigned.
• Ensure timely update on regulatory / operational updates to Scoot HQ.
• Perform any other duties as requested and assigned by Head Office.

2) Frontline Ops Process & Procedures Review

• Project a positive corporate image and represent Scoot in all airline and aerodrome related matters and work with various external parties, including but not confined to airport and CIQ authorities, appointed vendors and other airlines to ensure smooth business operations of Scoot at station.
• Ability to be the face of the airline and be customer fronting during flight disruptions and during operational exigencies.
• Ensure Scoot’s service providers e.g. ground handlers / airport stakeholders comply with the standards and procedures including the consistent delivery of Scoot’s products and services by conducting regular audits.
• Provide feedback to internal department(s) on any lapse or gap of standards and procedures.
• Plan and implement the digitalisation journey / technology for passengers to pursue new norms of travel e.g. contactless travel
• Conduct SIN and network station audits when assigned on operational procedures and training requirements and ensure station adheres to the requirements.
• Establish non-compliance root cause and determine corrective actions and preventive actions to address the non-compliance.
• Ensure that ground safety regulations and aircraft emergency plans and procedures are constantly adhered to and practiced at station(s).

3) Administration (Operational Investigation)

• Analyze delay encountered on shift in order to determine the root cause and prevent recurrence.
• Conduct operational investigation not limited to (Document Irregulation, NTL Handling, Baggage Mishandling, Customer Complains etc. ) and other related matters during shifts to determine the root cause and preventive measures.

4) Administration (Project Support)

• Handle any other administration or ad hoc project as assigned by SMGOPS/Manager SIN Hub.
• Management of projects and ensure goals are achieved in a timely and effective manner.
• Perform any other duties as requested and assigned by Head Office