当前位置:首页 > 招聘专区 > 
汉莎航空公司上海办事处招聘南京Station Manager
2018-02-11

Interested candidates please kindly click HERE to register with Beijing FASCO, and then send your resume both English and Chinese version by email to lufthansagb@googlemail.com before 28th Feb 2018. 

 

Job Title

 

 

Station Manager

 

Department unit:

Job Code/TC:

Max Salary Grade*:

Working hours:

Cost Centre:

Reports to:

 

NKGSM

 

D

      40 hours per week

639651

HKG HG/IC          

 

Goals

 

The Station Manager is responsible for all aspects of the Lufthansa (LH) or integrated Lufthansa Group (LHG) carrier’s airport operations and customer services at all times.

 

This includes the development and tactical planning of ground handling operations and passenger services in accordance with the appropriate rules, regulations and corporate strategy. The station manager ensures a feeling of warm hospitality and a welcoming atmosphere for the LHG guests by best example.

 

He/she represents LHG carriers at authorities, the airport operator, providers, the AOC, SAAT or similar institutions. He/she is the management interface to other internal parties, e.g. crews, maintenance and is responsible for maintaining a regular and timely communication process with the LHG management.

 

He/she acts on behalf of the nominated person (postholder) Ground Operations of the respective LHG carrier and ensures implementation of safety, security and quality requirements as published in the LHG manuals. He/she has disciplinary and functional responsibility for the staff members allocated to his/her station.

 

Tasks

Dependent on the assignment focus the tasks include the following:

 

Customer and Operational Processes

  • Create a welcoming atmosphere at all points of customer contact with special attention to premium customers
  • Ensure that the LHG product philosophy and core values are known and lived by all – internal and external - members of staff
  • Lead the continuous development and modification of processes and procedures with the aim of improving quality, service, efficiency and effectiveness.
  • Develop and ensure implementation of product features and enhancements
  • Monitor and ensure that irregularities are always handled in accordance with customer, economic and legal considerations
  • Monitor and ensure compliance of activities concerning customer handling

 

Quality and Provider Management

  • Ensure achievement of all quality targets / KPIs and strive for consistent quality and service improvements
  • Participate in all matters pertaining to provider selection and management according to each LHG airline’s specification
  • Is physically present during operations and monitors performance of all parties involved
  • Ensure that service level agreements are adhered to by a consistent provider management
  • Foster quality awareness and ensure proper training standards, high service attitude and competence availability
  • Ensure compliance with Star Alliance regulations
  • Ensure that all manuals and local instructions are maintained and updates are communicated to all relevant parties
  • Coordinate audits by the LHG carriers and responsible for setting respective corrective actions in case of non-conformities

 

Administrative Duties

  • Maintain regular and timely communication, reporting and feedback with LHG management, observing specific carrier requirements 
  • Administer the general organization of the station, including but not limited to IT, system accesses, accounting, filing, training, reporting tools
  • Check and sign carrier’s invoices and initiate as well request any possible corrections and credit.
  • Ensure that all manuals and local instructions are maintained and up to date and
    own as well as handling agent staff is sustainable and timely briefed
  • Carry out technical instructions
  • Complaint management to feedback received by customers and staff according to carriers requirements

 

Safety / Security / Legal

  • Responsible to ensure that all aspects of the ground handling operation are in accordance at all times with:
  1. Safety regulations
  2. Security regulations
  3. Legal regulations
     
  • Responsible to ensure adherence to and proper documentation of checks performed under the station operations surveillance concept
  • Ensure a proper station emergency response planning (SERP) and take the role of the Emergency Coordinator
  • Ensure reporting requirements as published in the LHG manuals and setting corrective measures in case of non-conformity-reports by the carrier
  • Ensure implementation of the Safety Management System (SMS)-requirements according to the LHG carriers requirements
  • Analyze the key performance indicator reports of the LHG- carriers and set corrective measures as required
  • Liaison with Federal, State and Local authorities and airport operators

 

Cost Management

  • Ensure a cost efficient ground handling operation without any compromise to safety standards
  • Actively pursue saving/ revenue potentials
  • Responsible for budget planning and cost monitoring in accordance with respective carrier’s requirements
  • Realization of synergies between the LHG airlines


 

People Management

  • Select, lead, guide and motivate his/her team
  • Personnel planning in accordance with target agreement/appraisals and budget allowance
  • Develop the team and foster talent by applying the available performance management tools
  • Identify and support handling partner candidates with potential for further professional development

 

 

Participate in other duties and additional projects as assigned or requested.   

 

Job Profile:
Education

 

 

 

 

 

 

 

                                     Not Required              Desirable             Required

High school certificate              
A level/ Abitur or equivalent      ☒                        ☐                           ☒       Vocational Training                    ☐                        ☒                           ☐

 

Degree                                           

a) Master                                ☐                        ☐                            ☐             

b) Bachelor                             ☐                        ☒                           ☐              

Please specify:

 

 

 

 

 

Professional  Experience

 

 

                                   Not Required              Desirable             Required

Professional Experience      ☐                        ☐                            ☒                                        

 

Please specify (e.g. years of experience, industry/market knowledge etc):
3-5 years experience in passenger service and aircraft handling as well as leadership experience required

 

 

Technical Competencies
and other prerequisites

 

 

 

 

 

 

 

 

                                   Not Required            Desirable             Required

Language: English        ☐                               ☐                            ☒                                          German        ☐                                ☒                             ☐                                      Local/Other       ☐                            ☐                           ☒                                        

                    

Expert knowledge                                                        
Please specify (e.g. LH Group training/ tools etc.):

 

  • Successful completion of Training in Passenger Service and Aircraft Handling (including DCS systems)*
  • Valid Operations Qualification (if Station Surveillance tasks are performed) preferred*
  • Successful completion of Leadership Training*
  • Successful completion of Crisis Communication Training*
  • Knowledge of Emergency Response (SERP) planning*
  • Knowledge of LEAN methodology preferred*
  • Knowledge of the LHG carriers management system, SMS and security requirements*
  • Attendance of LHG Station Manager Training
     

*Participation in respective trainings to acquire respective qualifications required.

 

 

         

                                                      Basic knowledge           User                   Expert

Computer proficiency                       ☐                                  ☒                            ☐


Please specify (e.g. MS Office):                         

PC supported software including all MS Office programs

 

 

 

Other:

  • Must possess permit to work
    in the country assigned                                          
  • Must possess a valid driver’s license                    
  • Additional                                                        
    please specify: mobility within Greater China

 

 

 

 

Personal Competencies

 

 

                                                                               Level required
 

  • Entrepreneurial / commercial mindset                        +++
  • Ability to manage complexity                                       ++
  • Negotiation Skills                                                          ++
  • Independent and proactive approach                         +++              
  • Attention to quality and detail                                     +++
  • Decisiveness                                                                 +++                  
  • Problem solving / solution oriented                            +++     
  • Service / Customer Orientation                                    +++
  • Innovative and open to change                                    +++                  
  • Leadership skills                                                            +++
  • Communication skills (verbal and written) /                

Interpersonal skills                                                  +++ 

  • Intercultural competence                                               +++
  • Conflict management skills                                            +++
  • Cooperation skills/Team player                                      +++
  • Structured / systematic approach/                             

             Process orientation                                                  +++

  • Professional and confident manner                               +++
  • Well groomed appearance                                             +++
     

 

Key: + = good, ++ = strong, +++ = excellent

 

Environmental or other influences

 

 

e.g. shift work, working overtime/ outside office hours,  working under time pressure, traveling on behalf of the company, outdoor weather conditions, noise pollution, lift up to 70lbs

 

 

Formal selection procedure

 

      Assessment is required         

          

 

Date/issued

 

Author

 

Date/Manager

 

Date/Employee