Baggage Performance Manager Featured

Baggage Performance Manager job at Menzies Aviation in College Park GA

Description, duties, responsibilities

Salary: $83000 USD per year
Description
Overview
People. Passion. Pride. This is what has driven our teams since 1833.
Since that time we have developed to become a critical partner in the global aviation industry delivering time-critical logistics services at over 300 locations in 65 countries across 6 continents.
But at the heart of our business is our people.
Role Purpose
The Baggage Performance Manager is responsible for overseeing the end-to-end performance of mishandled baggage reporting processes within airline or airport operations. This role ensures timely accurate and customer-focused handling of baggage irregularities while driving continuous improvement in reporting accuracy resolution time and customer satisfaction
What you will be doing
+ Monitor and analyze mishandled baggage reports (MBRs) to ensure accuracy completeness and compliance with company and regulatory standards
+ Track key performance indicators (KPIs) such as reporting timeliness tracing success rates and resolution turnaround times
+ Identify trends root causes and operational gaps contributing to baggage mishandling
+ Collaborate with airport operations baggage services and customer service teams to improve processes and reduce incidents
+ Lead performance reviews and provide actionable insights to senior management
+ Develop and implement strategies to enhance reporting efficiency and customer experience
+ Ensure proper use of baggage tracking systems (e.g. WorldTracer or equivalent platforms)
+ Train and support frontline staff on best practices for accurate and efficient report handling
+ Manage escalations and ensure prompt resolution of high-priority or sensitive cases
+ Maintain compliance with airline policies aviation regulations and data privacy requirements
Safety Security Wellbeing and Compliance:
You will have a responsibility and duty whilst at work to take reasonable care of the health safety and wellbeing of yourself and others in accordance with provided information training and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.
What we are looking for:
+ Bachelor’s degree in aviation management Business Administration Operations Management or related field (or equivalent experience)
+ 5+ years of experience in airline operations baggage services or performance management
+ Strong analytical skills with experience interpreting operational data and KPIs
+ Familiarity with baggage tracking systems (e.g. WorldTracer)
+ Excellent problem-solving and decision-making abilities
+ Strong communication and stakeholder management skills
+ Ability to work in a fast-paced operational environment

Key Performance Indicators
+ Reduction in mishandled baggage rate
+ Accuracy and completeness of MBR entries
+ Average resolution time for baggage claims
+ Customer satisfaction scores related to baggage services
+ Compliance with reporting and operational standards
Diversity
Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex race disability age sexual orientation gender reassignment religion or belief marital status pregnancy and maternity. We strive to create an inclusive working environment where the different knowledge perspectives experiences and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.
Please be aware that as part of our recruitment process we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below if there are any reasonable adjustments to our process that you would like us to consider.
As part of our recruitment process we will always consider how candidates fit with our values which you can learn more about here.
Application Instructions
Is this role ticking all the boxes for you? If so please click apply now!
Qualifications
Education
Required
+ Bachelors or better
Licenses and Certifications
Preferred
+ DRIVERS LICENSE
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

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Menzies Aviation Company Overview

With more than 200 airport operations across 6 continents, Menzies Aviation relies on more than 30,000 employees to ensure that our services hit the heights which are expected of us. We believe that true excellence is only delivered by people with the knowledge, tools and passion to set standards rather than chase them. We offer landside and airside services tailored to our customers needs, timed to their schedules, and delivered by teams with the knowledge, tools and passion to set standards rather than chase them. Our core services include Ground Handling, Cargo, Fueling, Executive Services and Offline Services.