Global Performance and Analytics Manager

About the job

Global Performance and Analytics Manager

Location: United Kingdom (remote), Spain (Madrid)

Reporting to: VP Global Performance, Analytics & Ops Support

Swissport was incorporated in 1996. From its beginnings with operations at Switzerland's largest airports in Zurich, Geneva and Basel, Swissport has developed into a global leader. Today, some 850 airlines globally across 287 airports and 45 countries on 6 continents place their trust in Swissport. The company is the global leader in airport ground services and air cargo handling, both based on revenue and the number of airports served.

Our ambition is to firmly establish our company as a natural partner for airlines and airports and the undisputed sector leader. We want to be the global brand airlines turn to when they look for a service partner. We have an exciting journey ahead. To support us in this ambition and the transformation of finance, we will be investing in new positions, over several disciplines and geographical locations.

Working for Swissport you will be in the position to make an impact on all travellers worldwide. Be it the hurried businessman or that party of four embarking on a life changing family venture, ultimately you will be part of defining their aviation experience. Besides that, you will be in the driving seat in defining your own career journey, as Swissport can offer you a world of knowledge and personal development!

You as the Global Performance and Analytics Manager

The Global Performance & Analytics Manager is responsible to drive the global implementation of a KPI culture by setting standards across all business departments and providing accurate and timely analytics and recommendations to address challenges and opportunities in the operations and ensuring that staff and managers have the tools and skills needed to use insights from data and analytics in their planning and decision making.

In this role, close collaboration and coordination with headquarter stakeholders as well as with regional and country management across all lines of business is part of the daily routine.

The Manager Global Performance & Analytics supports and co-leads projects involving 3rd party companies, to further develop the Swissport performance landscape and create transparency to the executive management and provides training/workshops on various tools to managers and staff to enable a self-servicing environment to get insights from data and analytics for their planning and decision making.

Job Responsibilities:

Data Governance:

· Define and enforce compliance of global policies, processes and procedures to ensure quality and prevent discrepancies

o Coordinate and consolidate the monthly closing and forecast for the entire network’s operation

o Yearly operational budget responsibility

· Lead the development and implementation of the corporate’s KPI handbook

· Drive standardization, strengthen a KPI driven culture and support cost efficiencies across the organization

· Generate reports of findings and present these to top management

Performance Management:

· Establish intuitive reporting methodologies, perform ad-hoc analyses as required to support strategy and analyze performance for the top management. Serves as first-point of contact for requests regarding performance management.

· Engage in data cleansing and preparation to create analyses and visualizations in Power BI

· Communicate to and challenge regional and country management on key performance metrics and support measures to bring operations back on track

· Help to proactively create business transparency and help mitigating risks by forecasting future performance

· Liaise with commercial to ensure that quality performance is measured against the customer’s individual service level agreement

· Organize workshops and prioritize business requirements to define the development roadmap

· Identify correlations and dependencies in complex data and make recommendations to operations and management

Business Application Management:

· Manage the business and strategic side of selected key operational and safety applications for Swissport (business cases, functional requirements, development priorities, roll-out, change requests, training and application support)

· Maintain and develop Swissport’s operational data warehouse and master data management system

· Manage projects to automate and/or centralize services to create efficiencies and cost savings

· Define requirements and take over the lead of innovative developments of existing and new key applications

· Engage with 3rd party vendor to leverage the use of artificial intelligence

· Global responsibility to maintain and improve MDM (Master Data Management) governance across all areas of business and drive solutions in close collaboration with the IT Application Owner

· Drive DCM by leading the community and training stakeholders in the region

Customer Excellence:

· Ensuring ongoing monitoring and measurement to validate customer satisfaction, heavily influencing future customer loyalty

· Following up weekly with airport station managers on low scores and low response rates

· Tracking of corrective actions

· Identifying recurring problems and providing recommendations

· Delivering input for the Global Weekly Ops Review and ad-hoc customer meetings

· Improving surveys as needed

· Managing and executing training and introduction sessions and workshops

· Maintaining an up-to-date customer contact list

· Enhancing Salesforce case management process

Key Performance Indicators

· Data quality

· Productivities

· Operations quality (on-time performance, first/last bag, CiQ)

· NPS

· Documented standard processes and manuals

· Utilization of key operational applications and Power BI

Qualifications and Competencies

· Higher education, relevant university degree is an advantage

· 4 years of experience in project management

· Very good command of the MS Office Suite (especially Excel and PowerPoint) and databases in general

· Any BI tool of advantage

· Discrete, used to work with a high sense of confidentiality

· Reliable, willing to perform and have a precise working style, passionate about data

· Strong analytical and problem-solving skills

· Strong customer orientation and negotiation skills paired with the ability to deal with stakeholders

· High degree of self-motivation

· Excellent communication skills with the ability to influence a range of audiences

· Fluent command of English as the corporate language, any other language is a plus

· Ability to work under pressure and timelines, with assertiveness and perseverance

· Experience and skills in facilitation, training and change management preferred.

· Willingness to travel worldwide

Your next step

When you are looking for this key position at a growing and changing international group that is headquartered in Zurich, we invite you to apply. When you do, please send your resume in English via the Apply button.

Because we get many applicants for our jobs, unfortunately it’s impossible to contact everybody personally. If you therefore do not hear from us, that means that we have decided to move forward with other candidates at this time, but we do invite you to keep following Swissport's career page and LinkedIn, because new opportunities may arise in the short future!

Hope to hear from you soon!

Equal Employment Opportunity Statement

Swissport as an equal opportunity employer bases its hiring decisions on the business need and the best qualified candidates available and does not discriminate in its employment decisions based on any protected category.

Candidates who are offered employment may be subject to a criminal record and other background checks as permitted or required by company policy or applicable law.