About this role
Main accountabilities include:
Strategic Leadership & Operations
Develop and execute multi-station/regional strategies for ground handling services to align with corporate objectives, drive growth, profitability, and service excellence.
• Oversee day-to-day and long-term operational performance, including resource allocation (staffing, equipment/GSE), process optimization, and service delivery for passenger services, ramp, baggage, cleaning, and cargo.
• Monitor and analyze key performance indicators (KPIs) such as on-time performance, mishandled baggage rates, turnaround times, productivity, and customer satisfaction scores.
• Identify and implement continuous improvement initiatives, standardization of best practices, and innovation in operations.
• Lead the regional commercial agenda, proactively identifying opportunities to expand service scope, increase service density, and deliver additional solutions across the airports within the region.
Financial & Business Management
• Hold full P&L accountability for the region, including budgeting, forecasting, cost control (especially labor and equipment), revenue optimization, and margin improvement.
• Support contract negotiations, renewals, expansions, and new business development with airlines and airport authorities.
• Drive efficiency in labor management, staffing models, overtime control, and equipment utilization.
Safety, Compliance & Quality
• Champion a strong safety-first culture and ensure full compliance with FAA, TSA, DOT, OSHA, IATA, local airport authority, and other regulatory requirements (including security, hazardous materials, and environmental standards).
• Oversee audits, inspections, incident investigations, and corrective action plans.
• Maintain certifications, training programs, and risk management protocols across all stations.
Team Leadership & Development
• Provide executive direction to Regional Managers, Station Managers, and operational teams; mentor and develop talent.
• Foster a high-performance, inclusive culture with focus on employee engagement, diversity, and succession planning.
• Handle complex employee relations, labour relations (where applicable), and union matters.
Stakeholder & Customer Relations
• Serve as the senior executive liaison with airline customers, airport authorities, regulators, and vendors.
• Manage customer escalations, performance reviews, and relationship-building to ensure high satisfaction and contract retention.
• Represent the organization in industry forums, audits, and critical incidents.
Safety, Security and Compliance
All employees have a responsibility and duty while at work to:
• Take reasonable care for the health and safety of themselves and of others who may be affected by their actions or omissions whilst at work.
• Fully versed in International Aviation Safety and Security standards and passionate about promoting them within the organization.
• Co-operate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, safety, or welfare reasons.
• Inform their manager / supervisor of any work situation, equipment or activity that represents a serious or immediate danger to health and safety.
• Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in this manual.
• Carry out work in accordance with information and training provided and any specific workplace health and safety rules or procedures.
• Fully understand the company health and safety policy.
• Attend training courses as may be arranged by the Company.
Qualifications and Experience
Education:
• Bachelor's degree in Aviation Management, Business Administration, Logistics, or a related field (Master's or MBA preferred).
Experience:
• 10+ years of progressive leadership in aviation ground handling, ramp services, or airport operations, with at least 5-7 years at a regional or multi-station executive level. Proven P&L responsibility for large-scale operations.
• Strong background with ground service equipment (GSE), IATA standards, AHM/IGOM, and airline/airport contracts.
• Experience managing large unionized or diverse workforces in a 24/7 operational environment.