Rising customer expectations and increased complexities of hub operations, where half of our passenger traffic transits through SIN Hub, necessitates the presence of SQ Management representatives at the airport on 24 x 7 basis. Adding Irregular Operations (IRROPS) and out-of-norm ops into the equation of hub operations further reinforces the need for a SQ representative to coordinate with the various stakeholders and lead flight handling as well as passenger servicing from the frontline.
Key Responsibilities:
The SIN Hub Manager is responsible to lead, monitor and ensure safe, effective and efficient operations execution on the ground to deliver the highest standards in hub punctuality, connections and customer experience. They will be the authority and final point of resolution for all servicing and lapses on the ground. Under the guidance of Manager Hub Control, they will also work collaboratively with handling agents and other airport stakeholders such as Changi Airport Group (CAG), Certis and the Immigration & Checkpoints Authority (ICA) to achieve operational outcomes. SIN Hub Manager will be primarily responsible for managing SQ hub operations at Changi Airport, along with Manager Hub Control, focusing on the following:
- Flight On-Time Performance / Punctuality Management.
- Transfer Management.
- Regular Operations Management (Check-in Counters, Departure / Arrivals, Baggage / Ramp Handling).
- Irregular Operations Management (Flight Disruption, Delayed Arrival, Crisis).
- VIP and Premium Passenger Handling Management.
- Safety, Security and Health Matters Management.
- Relationship Management with Service Partners and Airport Stakeholders.
- Service Improvements and Projects.
Requirements
- Degree in any discipline.
- Able to work well both independently and in teams.
- Possess strong people and communications skills.
- Interest in Operations and Customer Servicing.
- Resourceful, problem-solving inclination and able to multi-task.
- Demonstrate good networking and communication skills to liaise with both internal and external stakeholders.
- Results focus and manage resources effectively.
- Open to continuous learning, unlearning and relearning.
- Resilient, able to remain calm under stressful conditions while maintaining a positive attitude to manage operations effectively.
- Able to work long hours averaging 12 hours per day and irregular hours.
