Head of Baggage Services, dnata Singapore

Job Purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

dnata Singapore is one of the longest standing and most comprehensive operations in the dnata portfolio. Providing a full suite of services from cargo handling and ground handling to travel services, dnata Singapore ships, connects, feeds and entertains travellers connecting to and through Changi Airport.

As a Head of Baggage Services, you will lead the safe, secure and efficient delivery of dnata Singapore’s baggage operations and other assigned non-ramp below-wing services. You will drive operational performance, safety, quality and customer service standards while overseeing baggage reconciliation, baggage services, load control and associated activities, ensuring full operational compliance.

In this role, you will

• Lead baggage operations across dnata-operated terminals and facilities, including sorting, reconciliation, make-up, transfers and delivery.
• Oversee load control and other assigned non-ramp below-wing services, ensuring operational readiness and service delivery.
• Own baggage performance, customer service KPIs and service recovery during operational disruptions.
• Drive improvements in baggage delivery, mishandled baggage performance and overall operational efficiency.
• Ensure compliance with CAAS (Civil Aviation Authority of Singapore), CAG (Changi Airport Group), dnata way (governance manual), airline, security, audit and regulatory requirements.
• Lead investigations into baggage discrepancies, claims and operational incidents.
• Lead and develop Managers, Duty Managers, Supervisors and frontline teams, ensuring workforce capability, training and certification.
• Develop workforce strategies and optimise resource allocation and productivity to support operational requirements and business growth.
• Manage baggage systems, equipment and operational resources, partnering with airport and engineering stakeholders to ensure reliability.
• Support automation, technology and process improvement initiatives to enhance baggage operations.
• Manage departmental budgets and expenditure, identifying opportunities for cost and efficiency improvements.
• Act as the senior operational representative for baggage matters, engaging with airlines, CAG, CAAS and airport partners.
• Lead customer reviews and improvement initiatives, using operational data to enhance service and performance.
• Leads by example, consistently modelling dnata's Vision, Mission & Values in leadership style, strategic decisions and team interactions

Qualification

To be considered for the role, you must meet the below requirements

• Degree or Diploma in Aviation, Logistics, Operations Management or related discipline
• 8+ years experience in Airport Baggage Operations, including at least 3 years in a management position
• Strong knowledge of baggage operations, reconciliation and airport baggage systems, load control, CAAS/CAG requirements, IGOM/IATA baggage handling standards.
• Strong operational leadership, stakeholder management, process improvement, change management and customer service capabilities.

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop in their careers. So if you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Recruitment Process and Timeline

Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.

Salary & benefits

Join our growing team and enjoy a competitive remuneration package.