Duty Manager

Job Summary: As a Duty Manager, you will play a critical role in overseeing daily airport and flight operations, ensuring everything runs safely, efficiently, and in compliance with aviation regulations. The role is both operational and supervisory, often acting as the highest authority on duty during a shift.

Duties and Responsibilities

Operational Oversight: Supervise all ground and flight-related activities during the shift, including check-in, boarding, baggage handling, and aircraft turnaround.

Staff Supervision: Manage and coordinate the staff, such as customer service agents, ramp officers, baggage handler and boarding teams.

Customer Service: Address passenger complaints, resolve escalated issues, and ensure a high standard of service delivery.

Safety & Compliance: Ensure all operations comply with aviation regulations set by the Nigerian Civil Aviation Authority and international standards (e.g., ICAO, IATA).

Coordination: Liaise with airport authorities, security agencies, ground handling companies, and other airlines when necessary.

Reporting: Prepare daily operational reports, incident logs, and aircraft performance summaries.

Crisis Management: Act as the point of contact during emergencies, coordinating response efforts.

Key Performance Indicators

1. Operational Efficiency KPIs

· On-Time Departure (OTP): Percentage of flights departing on schedule

· Turnaround Time (TAT): Time taken from aircraft arrival to departure

· Delay Management: Number of delays attributable to ground operations

· Flight Completion Rate: Percentage of scheduled flights successfully operated

1. Customer Service KPIs

· Complaint Resolution Time: Average time taken to resolve escalated issues

· Number of Escalations: Volume of complaints handled at the Duty Manager level

· Service Recovery Effectiveness: Compensation or resolution success rate

1. Staff & Team Performance KPIs

· Staff Productivity: Output per shift (e.g., passengers processed per staff)

· Attendance & Punctuality: Staff adherence to schedules

· Team Engagement Level: Internal feedback or surveys from the team

1. Crisis & Irregular Operations KPIs

· Passenger Handling During Disruptions: Quality of service during delays/cancellations

· Disruption Recovery Time: How quickly normal operations resume after an issue

Required Skills and Competencies

Functional Knowledgeable in these areas

• Airline
• Operation management
• Organizational
• Oral / Written
• Communication
• Presentation Skills
• Organisational / Planning Skills
• Ability to multitask

Knowledge

• Bachelor’s degree in Marketing, Business Administration, or related field
• Experience in airline or airport operations (typically 3-5+ experience)

Attributes

• Strong leadership and decision-making ability
• Excellent communication and interpersonal skills
• Problem-solving under pressure
• Knowledge of airline and airport operations
• Conflict resolution and customer handling
• Time management and multitasking
• Experience & Qualification
• Minimum of 3-5+ plus post-qualification experience
• Candidate must possess a first degree in any field

Apply to: Interested candidates should submit their resume and cover letter detailing their relevant experience,Location and qualifications to [email protected]