Looking for a challenge in one of the world’s largest airfreight logistics organisations?
At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche.
As the logistics and cargo brand of International Airlines Group, you’ll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.
As well as helping to keep the world’s economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.
The role:
Cargo Customer Service Manager – Central India, Sri Lanka, Maldives & India Centralised Unit
- Ensure a rigorous and disciplined health, safety and security environment that delivers 100% conformance, to enable an efficient and cost-effective operation.
- Deliver premium levels of customer service consistently though effective management and leadership of our staff, suppliers, and supplier relationships.
- Provide innovative customised solutions to capitalise on business opportunities and support commercial objectives.
- Ensure all conformance requirements are met with emphasis on safety & security balanced with commercial considerations.
- Act on own initiative within guidelines and policies, as specified by the organisation and support the ACSM – South Asia in India wide projects / initiatives from time to time.
- Operate independently with single point accountability for the operational performance and customer service delivery standards at the stations.
What you’ll do:
- Monitor and compare performance against prescribed Customer Service indicators. Implement effective & appropriate solutions to address gaps in performance in order to maintain and deliver conformance and customer service standards.
- Own & be accountable for the end-to-end freight journey jointly with commercial teams.
- Assist the ACSM in implementation of business plans for the area. Introduce Customer Service Plans in conjunction with the Commercial Teams and manage local projects for the development of key business opportunities.
- Interface closely with other One World Partner Plus airlines & Customer service teams to identify and optimise interline capacity.
- Improve visibility in the market and provide customised operational solutions.
- Work with Project / Product Teams to co-ordinate the implementation of new initiatives.
- Work closely with ACSM and LON Ops to identify ways and means of continuously improving customer service and compliance levels.
- Ensure the IAG Cargo local policy on Health & Safety is in line with BA policies and implement actions to meet both legal and moral requirements when risks/inefficiencies are identified.
- Monitor the security situation and political developments in the area and ensure business continuity by keeping all stakeholders informed and having suitable BCP plans in place.
- Take charge of security initiatives & implement mandatory security regulations by working closely with the GHAs and customers whenever they are introduced.
- Coordinate & maintain interface with key departments within BA to facilitate delivery of product standards and operational efficiency.
- Supervision & day-to-day performance management of the IAGC operations team including management of rosters, leave, training etc.
- Communicate regularly corporate policies and processes to the team for compliance.
- Effective liaison with the warehouse operators and all other agencies to drive efficiencies.
- Lead, manage and motivate the Customer Service /GSA & GHA teams to ensure the performance criteria is met. Propagate best practice synergies to the teams.
- Support the ACSM, South Asia in India wide projects as and when required.
- Streamline business processes & ensure that the teams adhere to established methods of working. Review processes that are not producing the desired results and drive change.
- Utilise the SLA reviews as a platform to highlight issues, concerns, achievements and areas of development. Provide coaching and support, where necessary.
- Analyse staff training needs, ensure the appropriate training is provided and all staff training records are up to date in the training matrix.
- Communicate regularly corporate policies and processes to the team for compliance.
- Manage recruitment processes as necessary.
- Responsible for accurate billing and collection of revenue across all products.
- Liaison with the ACSM and Procurement team in LON and local suppliers to streamline supplier contracts.
- Manage the performance of suppliers in order to minimise costs and maintain/improve service levels. Administer service agreements with suppliers and agencies.
- Responsible for keeping the station up to date for all audits by performing reviews and communicating outcome appropriately,
- Prepare, administer, test and update regularly the station BCPs, LOPs, Station Control Manual and address shortfalls. Recommend and develop new plans where required. Lead and conclude station audit issues, if any.
- Timely submission of weekly, monthly and other ad-hoc reports required.
- Review all pending claims and act as escalation point for queries from customers and claims unit.
- Provide support during the GHA programme transitions and airport / warehouse moves.
- Attend meetings on behalf of IAGC with agencies, authorities & other departments. Agree clear action points and own responsibility to implement and review.
- Take appropriate action on notices issued by government agencies, i.e. Customs, Labour Notices etc. Comprehend both industry and local regulatory and legal constraints and manage conflicting priorities appropriately.
- Responsible for conducting investigations on incidents that occur on station.
- Deputise for the Area Customer Service Manager when necessary.
What you’ll bring to IAG Cargo:
- People management and coaching skills
- Pro-active problem solver
- Good Relationship Management
- Proven leadership & motivational skills.
- Excellent communication skills that encourage teamwork & coordination
- Resilient – take accountability for actions.
- Strong planning, organizational & time management skills.
- Problem solving and analytical skills.
- Ability to multitask, prioritise & manage under pressure.
- Ability to influence customers, local suppliers & regulatory authorities.
- Self-motivated
- Ability to travel.
- PC Literate - Well versed with Microsoft Office.
- Numeric skills
- Ability to communicate in local regional language(s) will be an added advantage.
Your experience:
- Graduate from a recognised university.
- Excellent written and spoken English.
- Holder or ability to gain required approvals for airside passes at nominated stations.
- Minimum of 3 years Customer Service & Operational experience, preferably in a cargo role. Previous customer service and operations or commercial experience within BA or IAG Group companies will be an advantage.
- Track record of delivering customer service initiatives & operational performance in a challenging environment.
- Good commercial acumen & knowledge of products.
- Full understanding of IAGC Safety, Security & Compliance regulations.
- Management of GHA/GSA contracts and SLA reviews.
- Understanding of the IAG Cargo organisation – policy, strategy, objectives, and their relation to local market conditions.
- Knowledge of IAGC systems, IAGC products & services
What we offer:
Wherever you work within IAG Cargo, you’ll play a part in connecting people and countries and join a diverse and inclusive business that’s making a difference to the future of aviation.
Colleagues working for IAG Cargo:
- Benefit from attractive and competitive rewards aligned to the local market and role.
- From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
- Work with diverse colleagues in a business that truly values inclusion and diversity.
- Are valued for their ideas and opinions.
- Benefit from opportunities for development and progression.
- Are able to support communities across the world, and close to home.
- Work in an environment in which safety and wellbeing are paramount.
Equity, Diversity and Inclusion
Our recruitment procedures positively support our equity, diversity, and inclusion agenda.
All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.
Please advise us if you require any reasonable adjustments to take part in the recruitment process so we’re able to remove any barriers that may present themselves.
To apply for the position of Cargo Customer Service Manager – Central India, Sri Lanka, Maldives & India Centralised Unit, please use the ‘apply now’ function.