Passenger Services Manager Dublin

Aer Lingus are now recruiting for the role of Passenger Services Manager in our Ground Operations team. Reporting to the Director of Ground Operations Dublin, the Passenger Services Manager is responsible and accountable for the management of the Aer Lingus team that manages all service and operational aspects of Check-in, Ticketing, Boarding, Transfer, Arrivals and baggage services at Dublin Airport.

This role plays a crucial part in maintaining best practice standards of productivity and efficiency in highly regulated departments that are customer facing and will lead the team to ensure: compliance with safety & security regulations, adherence to customer service standards, the achievement of (OTP) and will drive continuous improvement in operational processes.

The Passenger Services Manager will actively engage in strategic projects and initiatives focused on developing and enhancing the customer experience.

Your responsibilities as Passenger Services Manager will include:

• Engage in customer experience development projects, actively contributing at a strategic level to ensure seamless integration into the Customer Services operation.
• Prepare and present weekly reports to the Director of Ground Operations on key operational activities, challenges and opportunities and provide concise updates and detailed analyses where required.
• Demonstrate a keen understanding of financial transactions pertaining to the Gate/Transfer/Baggage/Arrivals departments. Maintain vigilant oversight to verify the accuracy of payments and confirm that the services provided align with contractual agreements to maximise cost-effectiveness and operational efficiency.
• Analyse operational data regularly to identify trends, areas for improvement and opportunities for optimisation.
• Implement Real-Time Data & Analytic Tools to drive Check- In and Boarding Performance
• Explore opportunities for innovation and the integration of technology with the Change & Transformation Team to enhance operational efficiency and customer experience and to improve overall NPS score e.g. Biometrics – Kiosk / Mobile / e-gates, reducing Touchpoints for security TSA / EU screening (3D Scanners), Mobile App Integrations to Airport Operational systems, TSA Precheck / BP Barcode
• Ensure that the team is fully compliant with all relevant regulations and standards and oversee audits ensuring that recommendations and any corrective actions are put in place.
• Liaise with the Head of Ground Safety, Training & Compliance to ensure the management team is addressing any compliance issues proactively.
• Develop and maintain robust contingency plans for unforeseen operational disruptions working closely with the Director of Ops Control and her team.
• Lead the team to effectively manage crisis situations to ensure minimal impact on operations.

• Bachelor’s degree in aviation management or related field.
• Minimum 8 years of operational management experience in ground operations
• Proven leadership and team management skills.
• In-depth knowledge of aviation regulations and safety standards.
• Strong commercial acumen
• Excellent communication, interpersonal, and problem-solving skills.
• Experience in budget management and identifying cost-saving opportunities.
• Customer focussed and committed to providing a high level of customer satisfaction.
• Proven interpersonal skills and influencing skills with ability to build and maintain positive relationships across internal departments and a number of external stakeholders.
• Ability to effectively prioritise and execute tasks in a high pressure environment.
• Proven planning, co-ordination, monitoring, and evaluation skills in an operational environment
• Strong analytical skills to identify the root cause of issues and develop practical, business driven solutions.
• Strong attention to detail and a focus on ensuring compliance with regulatory requirements and quality standards.
• Strong problem-solving and decision-making skills to address operational challenges and make clear cut, well informed decisions.
• Exceptional organizational and multitasking abilities to manage multiple projects and priorities simultaneously.
• Flexibility and adaptability to work in a fast-paced, dynamic environment with changing priorities and demands.
• Fluent in English, both written and spoken.
• Eligible to live and work in the EU.
• Hold a current unrestricted worldwide passport.

Closing Date: 22nd of March 2024