IAG Cargo Looking For Cargo Customer Service Manager – Chennai at Chennai, Tamil Nadu, Full Time

The role of the Customer Service Manager is to lead the delivery of cargo operations and customer service for all IAG group airlines – British Airways, Iberia, Aer Lingus, Vueling, and Level at Chennai.

• Ensure a rigorous & disciplined health, safety & security environment that delivers 100% conformance, to enable an efficient & cost-effective operation.
• Deliver premium levels of customer service consistently though effective management & leadership of our staff, suppliers, & supplier relationships.
• Provide innovative customised solutions to capitalise on business opportunities & support commercial objectives.
• Ensure all conformance requirements are met with emphasis on safety & security balanced with commercial considerations.
• Act on own initiative within guidelines & policies, as specified by the organisation & support the Cargo CSM South India & the ACSM – South Asia & Bangladesh in India wide projects / initiatives from time to time.
• Operate independently with single point accountability for the operational performance & customer service delivery standards of the station.

Key Accountabilities

• Monitor & compare performance against prescribed Customer Service indicators. Implement effective & appropriate solutions to address gaps in performance to maintain & deliver conformance & customer service standards.
• Own & be accountable for the end-to-end freight journey jointly with commercial teams.
• Responsible for the delivery of CIQ performance.
• Assist the CSM South India in implementation of business plans for the area. Introduce Customer Service Plans in conjunction with the Commercial Teams & manage local projects for the development of key business opportunities.
• Interface closely with other One World Partner Plus Airline Customer service teams to identify & optimise interline capacity.
• Improve visibility in the market & provide customised operational solutions.
• Work with Project / Product Teams to co-ordinate the implementation of new initiatives.
• Work closely with CSM South India & LON Ops to identify ways & means of continuously improving customer service & compliance levels.
• Ensure the IAG Cargo local policy on Health & Safety is in line with BA policies & implement actions to meet both legal & moral requirements when risks/inefficiencies are identified.
• Monitor the security situation & political developments in the area & ensure business continuity by keeping all stakeholders informed & having suitable BCP plans in place.
• Take charge of security initiatives & implement mandatory security regulations by working closely with the GHAs & customers whenever they are introduced.
• Coordinate & maintain interface with key departments within IAGC to facilitate delivery of product standards & operational efficiency.
• Supervision & day-to-day performance management of the IAGC operations team including management of rosters, leave, training etc.
• Communicate regularly corporate policies & processes to the team for compliance.
• Effective liaison with the warehouse operators & all other agencies to drive efficiencies.
• Lead, manage & motivate the Customer Service /GSA & GHA teams to ensure the performance criteria is met. Propagate best practice synergies to the teams.
• Support the CSM South India in Regional / India level projects as & when required.
• Streamline business processes & ensure that the teams adhere to established methods of working. Review processes that are not producing the desired results & drive change.
• Utilise the SLA reviews as a platform to highlight issues, concerns, achievements, & areas of development. Provide coaching & support, where necessary.
• Analyse staff training needs, ensure the appropriate training is provided & all staff training records are up to date in the training matrix.
• Communicate regularly corporate policies & processes to the team for compliance.
• Manage recruitment processes, as necessary.
• Responsible for accurate billing & collection of revenue across all products.
• Liaison with the ACSM/CSM/Procurement team in LHR & local suppliers to streamline supplier contracts.
• Manage the performance of suppliers to minimise costs & maintain/improve service levels. Administer service agreements with suppliers & agencies.
• Responsible for keeping the station up to date for all audits by performing reviews & communicating outcome appropriately.
• Prepare, administer, test & update regularly the station BCPs, LOPs, Station Control Manual & address shortfalls. Recommend & develop new plans where required. Lead & conclude station audit issues, if any.
• Timely submission of weekly, monthly, & other ad-hoc reports required.
• Review all pending claims & act as escalation point for queries from customers & claims unit.
• Provide support during the GHA programme transitions & airport / warehouse moves.
• Attend meetings on behalf of IAGC with agencies, authorities & other departments. Agree clear action points & own responsibility to implement & review.
• Take appropriate action on notices issued by government agencies, i.e., Customs, Labour Notices etc. Comprehend both industry & local regulatory & legal constraints & manage conflicting priorities appropriately.
• Responsible for conducting investigations on incidents that occur on station.

Key Stakeholder / Interfaces

• Cargo Customer Service Manager – South India
• Area Customer Service Manager – South Asia & Bangladesh
• HUB’s
• Third-party ground handling and security suppliers
• Cargo Commercial team, and third-party general sales agent
• British Airways Airport Operational Teams
• Freight forwarding agents, shippers, and consignee.
• Regulatory authorities including BCAS, Customs, Immigrations & CISF

Person Specification

Experience

• Must be a Graduate or equivalent.
• 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.
• Have comprehensive knowledge of regulatory and legislative procedures of Aviation security & Regulated authorities.
• Track record of delivering customer service initiatives & operational performance in a challenging environment.
• Good commercial acumen & knowledge of the IAGC products & services.
• Full understanding of IAGC Safety, Security & Compliance regulations.
• Management of GHA/GSA contracts & SLA reviews.
• Working knowledge of Load & Balance regulations.

Skills

• People management and leadership skills.
• Excellent interpersonal, communication, influencing and negotiations skills.
• Well versed with Microsoft Office packages.
• Advanced analytical skills.
• Strong planning, organizational & time management skills.
• Pro-active problem solver.
• Entrepreneurial, energetic with a proactive attitude.
• Innovative, creative and forward thinking.
• Ability to also communicate in local regional language will be an added advantage.
• Commitment of high level of confidentiality.

Additional Information

• This is a British Airways contracted role based in Chennai, India.
• You will need to have the right to live and work in India
• You will need to have a flexible approach to working and be willing to travel.

To apply for the position of Customer Service Manager, please use the ‘apply now’ function.

We are an equal opportunities employer and value diversity. We do not discriminate on the basis of race, religion, age, marital status, veteran status or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.