About the role
The Baggage Services Manager is responsible for end-to-end baggage performance, from strategic planning and stakeholder management to day-of operational leadership and team development. Responsibilities Develop operational strategies to improve baggage handling standards and team productivity. Lead the creation and updating of Standard Operating Procedures (SOPs) to reflect new technology, regulations, and performance expectations. Review statistics and reports on baggage handling failures to develop action plans that reduce occurrences. Act as a subject matter expert, ensuring compliance with health, safety, and security requirements while monitoring adherence to standards. Track Key Performance Indicators (KPIs) like Mishandled Baggage Rates and use operational data to drive decisions. Build and maintain relationships with airport agencies, airlines, ground handlers, and vendors to align performance targets. Manage airline accounts, address escalations, and serve as a primary point of contact for operational issues and audits. Drive business development by recommending new products and services that meet customer needs. Lead and motivate large, diverse teams, often on a shift basis (including 24/7 coverage). Develop staff technical capabilities through coaching and performance management, while addressing morale issues. Key Skills & Competencies 3-5 years of experience managing operations in an airline, ground handling company, or airport environment. A college degree or higher in a relevant field. Relevant certifications in airport operations, safety (e.g., IATA Safety Audit), or equipment management are often preferred. Strong interpersonal skills to build partnerships with multicultural audiences and manage diverse groups. Adaptability to manage stressful situations within tight time frames, especially during operational disruptions. Proficiency with Baggage Handling Systems (BHS), IT systems, and computer literacy for data-driven decision-making. Willingness to work rotating shifts, including nights, weekends, and holidays, and to hold a company phone for 24/7 escalations. At Swissport, we believe in diversity, equal opportunity, and the power of our value…
