Head of Ground Operations and Customer Service
(based in Budapest, Hungary)
Overall responsibility
The Head of Ground Operations and Customer Service will report to the COO of the Company, and the role’s primary responsibility will be to manage all aspects of the ground operational and customer service environment of the Company. This role includes, but is not limited to, the management of safety and security compliance, operational performance, cost, and the line management of the Ground Operations Team.
Responsibilities include:
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being the Post Holder (EU OPS) for Ground Operations for the Wizz Air Group
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ownership of the construction and delivery of the Ground Operations budget
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taking part in the negotiation of all third party handling agreements (SGHAs, SLAs, de-icing, catering un/loading)
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delivery of Company KPIs relating to safety, performance and cost
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project management of new initiatives as they come on line
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bringing new stations and bases seamlessly into the network
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overseeing and delivering, in conjunction with the Head of Safety and Quality, the audit program for the company
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taking on the role of “Incident Manager” in the event of the activation of The CMC
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recruiting, developing and managing the team of Ground Operations Managers based throughout the network
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investigating all safety events thoroughly and ensuring that corrective and preventative measures are defined and implemented every time without fail
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ownership and maintenance of the Ground Handling Manual
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ownership and maintenance of all AHM data related to new aircraft deliveries or re-weighs internally and with external suppliers
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management and continuous improvement in ancillary revenue network-wide (excess baggage, baggage charging etc.)
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management of immigration and similar regulatory control issues network-wide and reduction in associated costs to the Company
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working closely with the Head of Airport Development and the Head of Network and Scheduling to ensure a joint approach for all locations to ensure the best commercial and operational proposition for the company
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making operational assessments of new and planned stations and bases to ensure that operations there will be certain to be safe, secure, well performing and fully compliant with regulatory and Company requirements
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overall responsability of the Customer Service:
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main focus of Customer Service is dealing with passengers’ post flight inquiries: complaints about flight discrepancies, baggage mishandling, issuing certificates on passengers’ request, etc, and also working on that position will be cooperating with Airline Call Centre on daily basis, on various grounds.
Our requirements:
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Educated to degree level (university or college)
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At least 8 years experience in ground operations with demonstrable experience in outsourced operational management
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A highly motivated individual with demonstrated capacity for hard work and responsibility
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Strong presentation, influencing and interpersonal skills
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Experience in a multi-cultural, international organization
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Native, or similar standard, of spoken and written English
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Ability to live and work in Hungary
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Flexibility to travel as required away from Head Office
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Strong negotiation and contracting skills and experience
If you would like to join the dynamic team of Wizz Air, please apply here, and attach your CV in English. |
