- Drive service excellence initiatives to enhance customer satisfaction and loyalty.
- Implement quality control measures to ensure adherence to service standards.
- Monitor and analyze customer feedback and complaints, developing action plans to address issues and improve service levels.
- Collaborate with cross-functional teams to develop and implement process improvements and innovation in cargo operations.
- Lead, motivate, and develop a team of cargo operations staff, ensuring high performance and engagement.
- Conduct regular training and development programs to enhance team skills and knowledge.
- Set performance goals, conduct performance reviews, and provide constructive feedback to team members.
- Monitor key performance indicators (KPIs) to track operational performance and identify areas for cost reduction and revenue optimization.
- Build and maintain strong relationships with key stakeholders, including airlines, freight forwarders and GSSA’s/CSSAs
- Represent the organization in industry forums and associations to stay abreast of industry trends and developments.
- Define and monitor key operational and customer service performance indicators to align with business goals.
- Ensure all operations comply with relevant regulations and standards, managing risks effectively.
- Foster a culture of continuous operational improvement and service excellence.
Head of Operations
Job Category: Operation
Job Type: Full Time
Job Location: Colombo 3
