Supervisor Airport Operations, Hong Kong

Job description

Description

At United, we fly into airports around the entire world.

And we need a whole team of people to keep things running in tip-top shape! From the exceptional service at the check-in counter to the departure gate, and even behind the scenes making sure your checked bags arrive with you, our Airport Operations team keeps operations at our airports running smoothly every single day.

Job overview and responsibilities

• Focus on leading and developing the skills of front-line co-workers with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines
• Ensure consistency on operational, service and product delivery
• Lead performance dialogues with front-line co-workers and vendors to review metrics, performance boards and issues boards
• Develop and support standard work and continuous improvement processes
• Oversee and support the performance of vendors
• Focus on performance issues with the goal of changing co-worker and vendors’ behavior
• Set expectations with front-line co-workers and gain their commitment to act in accordance with Company guidelines and union agreements
• Serve as subject matter expert on safety, service and procedures
• Coordinate with local authorities with good representation for UA

• Team Leadership Activities:
  
  • Engage front-line co-workers and vendors to deliver excellent customer service and an on-time quality product – for example, participate in briefings, and develop team communications
  • Engage and recognize external customers
  • Monitor front-line co-worker and vendors’ behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures and standards
  • Monitor the performance, taking actions as necessary, to ensure daily goals are met
  • Assess and delegate the appropriate work tasks to vendors
  • Identify issues and engage in structured problem solving to assist front-line co-workers and vendors in accomplishing work
  • Conduct trend analyses, review key metrics and take actions to address items not on track – lead performance dialogues with front-line co-workers and vendors to review metrics, performance boards and issues boards
  • Develop and implement standard work and continuous improvement processes
  • Set expectations with co-workers with regard to performance standards including consistent and outstanding delivery of service and product
  • Provide front-line co-workers with regular coaching, feedback and recognition, as appropriate
  • Develop skills of front-line co-workers by coaching on performance, as it relates to customer service and products
  • Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts
  • Serve as a subject matter expert on service and procedures

• Performance Management Activities:
  
  • Develop actions plans to affect behavior change ( dependability, overall job performance)
  • Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently
  • Identify, address and issue appropriate and timely corrective action in accordance with guidelines
  • Conduct “routine” investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues
  • Recognize and document excellent performance
  • Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United’s customers
  • Participate in peer, safety and accident review boards
  • Confront and address inappropriate behavior and performance issues with specific feedback

• Administrative Activities:
  
  • Complete all mandatory regulatory and Company required documentation of activities
  • Document performance issues into case management system
  • Attend division/unit/group meetings
  • Participate on collateral projects
  • Email/Voicemail follow up

This position is offered on local terms and conditions.

Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

Qualifications

What’s needed to succeed (Minimum Qualifications):

• College degree or equivalent experience
• Experience leading and influencing a team and airport operations customer service experience
• Strong written and oral communication skills
• Conflict resolution and decision making, with the ability to lead
• Proficient in IT systems and common software appropriate to work group
• Business Acumen/Continuous Improvement
• Customer Focus
• Conflict Resolution
• Accountability
• Teamwork
• Engagement/Motivation
• Safety orientation
• Planning/multi-tasking
• Must be legally authorized to work in Hong Kong for any employer without sponsorship
• Must be fluent in English and Cantonese (written and spoken)
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position