Duty Manager – Baggage Operations

Purpose/Objective

Shift Incharge - Baggage Operations is responsible for the efficient and timely management of baggage handling operations during assigned shifts. This role encompasses team supervision, problem-solving, customer service, safety compliance, and operational efficiency including the cintingency calls to ensure a smooth passenger experience and adherence to industry standards.

Key Responsibilities of Role

Baggage Shift Management:
Oversees all baggage handling operations during the assigned shift including stand up briefings ensuring smooth baggage flow and timely aircraft departures & monitors baggage handling processes and takes corrective actions to address any disruptions.
Coordinates with other departments, such as check-in and AOCC  to ensure efficient baggage handling and passenger experience.

Team Supervision:
Lead, supervise, and support baggage handling staff, including baggage handlers, coordinators, and supervisors, ensuring adherence to safety and operational protocols in shift.
Schedule and manage shift rosters, ensuring adequate staffing for efficient baggage operations while maintaining compliance with labor regulations.
Conduct regular briefings and safety drills to keep team members informed of daily goals, safety procedures, and operational updates.

Performance Monitoring and Quality Assurance:
Track and assess key performance indicators (KPIs), such as baggage delivery time, mishandling rates, and customer complaints, to ensure adherence to service standards.Ensure the valid data collation and support the lead tof the data analysis to explore the methods to improve the performance .
Conduct quality checks on baggage operations to ensure compliance with airport and airline policies, and implement necessary adjustments.

Customer Service;
Handles passenger inquiries and complaints related to baggage handling & resolves issues promptly and professionally, ensuring passenger satisfaction.
Provides information and assistance to passengers regarding baggage policies and procedures based on situational requirement .

Compliance and Safety Management:
Ensures adherence to all safety regulations and procedures related to baggage handling & conducts regular safety inspections and audits.
Reports safety incidents and near-misses, taking corrective actions to prevent future occurrences.

Stakeholder Coordination:
Collaborate with internal and external stakeholders, including airline staff, security, and ground handling companies, to maintain efficient baggage flow and resolve operational challenges.
Serve as a point of contact for airline representatives regarding baggage concerns, coordinating closely to ensure positive service delivery.
Liaise with equipment vendors to manage any urgent maintenance or technical issues, ensuring minimal disruption to baggage handling.

*Qualifications and Experience

Educational Qualifications:
Bachelor's degree in Arts/ Commerce/ Science.  

Work Experience:
5-8 years of experience in Airlines/ GHAs  within the aviation industry as a Ramp manager or Duty Manager with reporting of size 20+ , Experience of handling the Customs, Load and Trim of the flights or  Turn around coordinator for Airlines , Some experience about the baggage handling in Airlines/ GHAs .