Baggage Services Team Leader

About Brussels Airlines

Brussels Airlines is the national airline of Belgium with its home base at Brussels Airport. Our mission is to be the most reliable airline, making everyone feel at home. We are passionate about what we do, whether it’s on board, in an office, in the hangar or at an airport. Our people are recognized for always going above and beyond and for constantly challenging themselves.

Mission

The Baggage Services Team Leader manages, supervises and coordinates all baggage services activities network wide  for SN as well as the other LHG airlines in the BRU-Hub, performed by the handlers. He/she is also in charge of the Secondary Tracing department that handles lost bags after five days without solution.  He/she structures, organizes and sets priorities to ensure optimal operation processes and ensures that the quality and standards of safety are followed at all times together with high standards of customer service. He/she will collaborate with the LHG baggage community on new initiatives and process alignment/improvement, as well as being the SN Star Alliance baggage champion & Worldtracer coordinator.

Tasks

Operational & administrational follow up of the lost & found handlers network wide

• Follow up all topics and quality targets defined in the SLA document and relating to the contracted services provided by the handler.
• Follow up of the activities deployed at the baggage reclaim area in Brussels, both at the baggage claim desk and the reclaim carousels.
• Transmit procedures, circulars & bulletins issued by SN and other LHG airlines to the handler.
• Quality control: organize and monitor quality control of the services provided by the lost & found handlers, both in Brussels and the outstations.
• Manage invoicing cycles related to L&F handling services in BRU and baggage delivery invoices network wide. 
• Draw up the final lost & found related statistics for Brussels Airlines and prepare performance reports, to guarantee intofrmation towards Ground Operations Managers and the handlers.

Manages tracing department in an efficient and professional way, to ensure a close follow-up and limit delay in file closure

• Follow up of performance of team members and task distribution.
• Collaborate with rostering department to ensure a correct workload planning.
• Coordinate recruitment and training of students during upstaffing in peak periods.

Key contact point and expert for SN, coordinating and collaborating on multiple projects and initiatives with external partners

• Review the monthly statistics regarding fault station BRU for other LHG airline files.
• Support and represent SN for the implementation of new (LHG) reporting tools.
• He/she is the Worldtracer Coordinator and single point of contact between Brussels Airlines and the IT service provider World Tracer. 
• Star Alliance Baggage Champion: acts as the point of contact regarding baggage topics for BRU Airport and follows-up on initiatives when required.

Works closely with the Customer Experience department in order to ensure quality of external call centers and to establish new processes in order to improve the quality towards our customers

• Propose improvements of operational performance, develop and deploy action plans throughout the organization.

Profile

• Bachelor or equivalent through experience
• Strong organizational skills
• Strong analytical skills: able to interpret figures in order to evaluate results and propose adequate actions
• Very good administrative skills & accurateness in line with rules & regulations is a must
• Able to report, debrief and advise management adequately
• Good communication skills and assertiveness, ideally with first people and supplier management experience
• Problem solver attitude and team player mindset
• Stress resistant with a flexible mindset: as back-up/stand-by for operational needs, adaptable to a very changing environment, and being able to work in a multicultural environment.
• Experience in or knowledge about the passenger journey/baggage flow is a plus, incl. baggage tracing/Worldtracer system
• Fluency in English/French/Dutch, German is a plus