Head of Operational Support- Cargo

Head of Operational Support- Cargo / CEMEAI

Location: Amsterdam, Madrid, Brussels or Frankfurt

Reporting to: COO CEMEAI

About Swissport

We are a global leader in sustainable and responsible airport services provision, renowned for our unwavering commitment to safety, operational excellence, and exceptional service, shaping a future where air travel thrives on reliability, efficiency, and experience.

In 2023, with the support of more than 60,000 colleagues, Swissport provided best-in-class airport ground services for some 232 million airline passengers and handled roughly 4.7 million tons of air freight at 115 cargo centres. Across a global network that is unparalleled in the industry, Swissport served airlines at 286 airports in 44 countries across six continents.

The culture of Swissport is shaped by our corporate values, which guide our actions and decision-making processes. These values are at the core of our culture, shaping our business and underpinning our commitment to measuring our impact. They capture the essence of who we are at Swissport and help us deliver value across the entire company.

"Show You Care" underlines that our actions are perceived and valued from the perspective of the people around us. So, whatever we do, we do it purposefully and consciously, taking in the perspective of our colleagues, customers, and passengers.

“Doing the right things” means that we do the things that are valuable to our colleagues, customers, and passengers. We are trained to do this safely and trusted to do the right thing in any given situation.

"Win as a Team" highlights the importance of teamwork. Either we win as a team, or we fall as individuals. Together, we can surpass ourselves and handle any situation.

These values capture the essence of who we are and our unwavering commitment to excellence, and give actionable guidance for individual behaviour of employees, leaders, and executives, serving as a compass for how to act and deliver.

Job Summary

The Head of Operational Support Cargo – CEMEAI is a critical senior leadership position and as such the role holder must possess strong senior operational skills and commercial acumen to ensure consistent day-to-day activities of the cargo operation across the CEMEAI region. Whilst ensuring full implementation of all SPI standards and supporting stations on all operational aspects (Budgeting/Actuals, Resource Planning, Ops Processes & Tools, Performance management, Quality, Training & Safety.

The role is also responsible for maintaining and building effective business relationships with all key stakeholders (Customer Airline Management, Airport Management, Governmental Agencies).

Innovation and the delivery of winning solutions to customers, plus the ability to be performance and customer focused is key, as is being able to challenge and drive real change across the organisation.

Your Responsibilities:

Safety Leader

• Lead Cargo operations, drive, and continuously improve health & safety measures and KPIs related to people, equipment, facilities, and aircraft involved in the operation to ensure best in class QHSE targets are achieved within the Region.
• Act as an ambassador of the Six Safety Commitments, ensuring that their teams put safety and compliance first, without exceptions.
• Ensure the Region operates with “just culture” as part of its core values.
• Focus on continuous improvement and sharing of best practice in the areas of health & safety and on time performance.
• Support the QHSE Management with investigation reports and root cause analysis

P&L Management

• Continuously analyse financial and operational performance and forecast data to identify trends and to determine progress toward targets.
• Proactively identify and capture improvement potential where possible.
• Support the preparation of operating budgets and proposals for capital expenditure and investments in infrastructure, technology, equipment, systems, or other assets and resources.

Quality Focus, Service Delivery and Operational Efficiency

• Responsible and accountable for the delivery of operational performance and quality of service and achievement of KPI’s as set monthly and/or annually and adjusted when appropriate.
• Proactively manage quality improvement measures where necessary and align closely with airline customers and ensure innovation and continuous improvement is embedded in all operational processes within the Region.
• Monitor and track quality standards of the operation and ensure continuous improvements in workflows and services to maintain competitiveness and to improve cost base.
• Deliver a culture of efficiency and maximum productivity in the operations.
• Ensure compliance, alignment and operational performance within airport terms and conditions including operational SLA’s contained within station(s) Ground Handling Licence and Customers.

Leadership

• Lead and manage the Cargo Operational Support team for CEMEAI region
• Work closely with the teams to build a development programme that takes their management team from Operators to Business Leaders who truly understand their business and station KPI’s.
• Develop and coach the wider team within the business to deliver the strategic goals and targets.
• Enhance the performance and well-being of colleagues in the business unit through communication, leadership and team building, performance management, training and development, recruitment, and resources planning, whilst also effectively managing the talent pipeline and succession planning.
• Recognise reward and celebrate success of team members.
• Maintain positive relationships with union partners from a Country and Station level.

Business growth

• Own and develop key relationships and plans that deliver a methodical approach to identifying requirements when approaching new prospects as well as securing and maintaining existing customer accounts.
• Responsibility to develop and enhance the customer relationship at a strategic operational level as well as ensure that any new business/renewal is commercially aligned and supports delivery of the regions P+L objectives.
• Drive and lead relationships across all customer and prospective customers and facilitate introductions for wider Commercial team and other cross functional relationships.
• Accountable for maintaining a high rate of retention of existing business and customers, developing the existing customer relationships to create long term collaborative partnerships by taking accountability the identification of potential commercial opportunities.

Strategic

• Challenging the operational status quo to support improved business performance and growth.
• Work closely with the Senior Leadership team throughout the business in defining strategic and operational objectives.
• Champion for change in driving the integration from innovation and transformation projects across the business

Relationship Builder

• Successfully build relationships and complete trust within the business, with particular emphasis on the Region, Business Unit Heads, plus relevant central support functions (e.g., Operations, Finance, HR and QHSE)
• Manage external relationships, particularly with existing and prospective key customer stakeholders to drive high levels of operational performance.
• Drive a customer centric culture through our teams, creating an environment that focuses on understanding our customers’ needs and their changing business priorities to continually seek to create value and become a true partner of choice.

Qualifications and Competencies

• Bachelors degree or equivalent
• Minimum 7 years’ experience in Operations and 5 years in a leadership position
• Strong leadership skills and a proven track record of managing and motivating all levels to achieve operational goals
• Fluency in English, other languages an advantage
• Strong understanding of financial measures and knowledge of labour laws and regulations
• Ability to build strategic relationships in the field and influence change
• Solid strategic analysis, problem solving, issue resolution and decision-making skills
• Proven ability to communicate within a multicultural environment across all levels within the organization
• Strong understanding of internal customer and external market dynamics
• Excellent ability to work well under pressure; make quick decisions and execute
• Knowledge of Ground Service equipment, GSE Maintenance, ramp and the airport environment
• Proven experience of leading teams and getting results in a multicultural environment
• Ensure adherence to QHSE policies and procedures
• Encourage early reporting of occurrences
• Excellent knowledge of IT tools (data analysis, tracking and reporting)
• Personal and professional integrity of the highest order

KPIS

• Safety KPIs (A/C damages, damages to GSE & Infrastructure, occupational accidents)
• Operational & Quality KPIs (Productivity, workforce utilisation (overtime), OTP, Check-in waiting times, baggage delivery times, Net Promoter Score, Station Scorecard)
• Financial performance (Revenue, EBIT, EBIT margin)

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.