Job Description

British Airways is one of the world's leading global premium airlines serving almost 40 million customers a year, travelling to over 180 destinations in more than 70 different countries worldwide.

Currently, British Airways has an exciting opportunity open for a JFK Airport Manager. This position will be based at JFK Airport, New York.

You will be leading a team of both Customer Service and Ramp Handling professionals in delivering excellent customer service within strict financial parameters, at one of our most airports on the British Airways network. You will also be responsible for ensuring delivery of all compliance standards to ensure we operate a safe, secure, and punctual operation, whilst being fully accountable for all of the station’s performance standards and targets.

You will be required to deliver safety and security compliance as per corporate requirements, Customer satisfaction (NPS), Operational Performance (OTP, RTG, and Departure within 15 minutes/D15) and Ancillary revenue as agreed in financial plan.

Influencing and collaborating with the Management team in Worldwide Airports directorate (Americas), Commercial, Safety, Security, wider IAG group and Operations in the UK will be paramount, in addition to partnering with several other key departments as required including HR, Finance and Procurement.

The Salary range for this role is USD $98,280 - USD $120,120.

What you'll do :

Coach, develop and support a team of British Airways Customer Experience Agents and Ground Handling Agents/suppliers to deliver excellent safety, security, customer service and performance targets.

Create an environment that fosters high staff engagement.

Responsible for delivery of all station operational KPIs and customer service targets to agreed level.

Ensure appropriate service recovery processes are implemented and actioned.

Represent British Airways in all customer related issues and work with all local airport authorities to ensure the safe, efficient operation of the station.

Ensure full compliance with all safety and security processes, procedures, and audit requirements.

Effectively manage budgets within agreed limits and ensure financial compliance with audit requirements.

Negotiate with suppliers within corporate parameters.

Maintain effective communication with colleagues, airport authorities, government agencies, and interdepartmental staff, as required to successfully manage the airport operation.

Hold all key suppliers accountable to deliver agreed Service Level Agreements (SLAs).

Act as Hearing Officer, as required.

Drive continuous improvement with all suppliers.

Ensure all administrative duties are completed on-time and to high standard.

What are we looking for ?

Takes ownership for delivery and demonstrates a leadership style that empowers people to raise concerns (e.g. about safety, ethics, or performance)

Self-aware and leads by example. Maintains focus and momentum to optimize performance.

Recognizes, celebrates, and rewards high performance – and manages underperformance.

Encourages continuous improvement and innovation.

Ability to work in a team environment, to engage a team through excellent written and verbal communication skills.

Prioritization of task/projects and deliver to an agreed schedule, with effective communication/negotiation skills to make strong decisions and problem solve when required.

Willingness to work weekends and irregular shifts/ travel on occasions within the USA and to the UK.

Strong customer focus, with effective planning skills, prioritizing urgent matters when required.

Active Leadership with attention to detail

You must have the right to live in the USA and employment authorisation to work in the USA to be eligible.

We are an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

Any queries please contact recruitment@jobs.ba.com

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