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    Area Customer Service Manager Spanish Hub - Madrid, España - British Airways

    British Airways
    British Airways Madrid, España

    hace 4 días

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    Descripción

    Looking for a challenge in one of the world's largest airfreight logistics organisations?

    At IAG Cargo, we're in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche.

    As the logistics and cargo brand of International Airlines Group, you'll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.

    As well as helping to keep the world's economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.

    The role:

    Area Customer Service Manager Spanish Hub (Spain, Portugal & Gibraltar)

    What you'll do:


    • Manage the effective use of equipment, staff and solve escalated incidences to meet operational performance in all the stations of Spain, Portugal and Gibraltar. (Spanish HUB region).

    • Lead various business initiatives and projects and champion their implementation across the region.

    • Meet conformance targets and provide performance reviews working with the stations on weekly and monthly basis.

    • Identify shortfalls and implement short and long-term corrective actions and have a thorough understanding of local processes and procedures especially concerning safety & security with a zero-tolerance policy.

    • Commercial acumen – identify opportunities to enhance the customer experience and seek ways to gain incremental revenue where possible. Visit and interact with key customers on a regular basis to manage and improve relationships across the freight journey.

    • Work with Procurement to drive strategy and financial analysis that delivers extra value from supplier contracts. Operating within forecasted budget and regular costs control.

    • Monitor and compare operational performance against the prescribed KPIs. Identify gaps in performance and implement solutions to maintain and deliver full conformance and premium levels of customer service along the entire freight journey in the Spanish HUB.

    • Professionally manage any 'new station start up plans' if required & possibly supporting initiatives and/or projects in other regions within the regional manager's area of responsibility.

    • Identify opportunities for change and continuous improvement with implementation of new working practises.

    • Awareness of and ability to deliver Customs/e-AWB/ e-freight/cargo iQ and other industry initiatives.

    • Manage internal & external audits with the different Opco's audit programme, National and International Regulators/Authorities.

    • Manage all Suppliers Business Continuity Plans to ensure operation can be maintained in case of possible incidents.

    • Manage relationship with all Opco ́s operating in the Spanish HUB.

    • Lead, manage and motivate the IAGC, GHA and GSSA teams to ensure performance criteria are met.

    What you'll bring to IAG Cargo:


    • Ability to specifically coordinate a team to deliver across regional departments and functions daily.

    • Advanced knowledge of the air cargo industry with the relevant commercial acumen & understanding of the IAGC cargo business model and strategy.

    • Work at a leadership level with the ability to handle multiple tasks and remain passionate and calm during difficult times.

    • Innovative and resourceful in response to rapidly changing regulatory environment.

    • Proven leadership, excellent communication and motivational skills across large areas.

    • Ability to influence all customers, suppliers and regulatory authorities to drive IAG Cargo deliverables.

    • Ability to develop and drive strategy for the region.

    • Proven track record of delivery and flexibility – especially complex projects that span multiple regions and at short notice.

    • People management and leadership skills.

    • Strong interpersonal and team skills, ability to form meaningful relationships with colleagues, customers, and suppliers.

    • Frequent travelling within Spain, Portugal, and Gibraltar.

    • Fluent English, Spanish and desirable Portuguese.

    Your experience:

    +7 years' experience in logistics or cargo operations

    What we offer:

    Wherever you work within IAG Cargo, you'll play a part in connecting people and countries and join a diverse and inclusive business that's making a difference to the future of aviation.

    Colleagues working for IAG Cargo:

  • Benefit from attractive and competitive rewards aligned to the local market and role.
  • 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 and group airlines. You'll also receive up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family.
  • Work with diverse colleagues in a business that truly values inclusion and diversity.
  • Are valued for their ideas and opinions.
  • Benefit from opportunities for development and progression.
  • Are able to support communities across the world, and close to home.
  • Work in an environment in which safety and wellbeing are paramount.

    • Equity, Diversity and Inclusion

    Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

    All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.

    Please advise us if you require any reasonable adjustments to take part in the recruitment process so we're able to remove any barriers that may present themselves.

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