Netherlands, Amsterdam
Airport Customer Service
26-Jun-2023
Ref #: 21572
How you'll help us Keep Climbing (overview & key responsibilities)
The Operations Service Manager (OSM) is responsible for providing leadership to the operation and contracted front-line work teams and reports directly to the station manager. This role oversees and coordinates operational performance including, but not limited to, safety, on-time departures (D-Zero), security, customer service delivery and other key performance indicators while also monitoring for at-risk behaviors through daily safety observations. This leader will serve as an operational liaison between Delta and all contracted business partners within the Amsterdam operation.
- Oversees and coordinates operational performance must ensure a safe, secure, and high performing operation that meets station and divisional goals.
- Leads by example and champions change to deliver on agreed performance standards.
- Uses strategy in thought processes and decision making.
- Acts as a key communicator of timely and accurate information.
- Maintains strong relationships and regular communication with partner airlines, OCC and airport vendors.
- Continually measures and analyzes performance through the use of performance management tools, available customer service and operational metrics, job shadowing and direct observation.
- Chairs daily briefings, regular safety and performance meeting and takes part in any Emergency response.
- Ensures distinctive customer service is delivered by demonstrating a high level of customer focus and sensitivity.
- Inspires and empowers employees and vendors to proactively resolve issues through strategic decision making.
- Has full knowledge of all compliance regulations and AMS plans.
- Continued training and development in building leadership capabilities is expected.
- Active and integral part of the management team in AMS.
- Responsible and accountable for the timely completion and delivery of performance appraisals, quality assurance observations, performance discussions, coaching and counseling and administrative action, while being a strong advocate of employee recognition.
Benefits and Perks to Help You Keep Climbing
Our culture is rooted in a shared dedication to living our values Honesty, Integrity, Respect, Perseverance, and Servant Leadership every day, in everything we do. Exploring a career at Delta gives you a chance to see the world while providing great Benefits to help you keep climbing along the way:
- Base salary (minimum 4150) plus shift premiums
- 13th month pay
- Profit-sharing (if applicable)
- Employee bonus scheme
- Comprehensive health Benefits including healthcare insurance compensation.
- Company pension plan
- Transportation allowance
- Personal career development programs to achieve your long-term career goals
- Flight privileges (standby) for employees and eligible family members
- Access to discounts and specialty savings through Delta Perks such as car and hotel rentals
What you need to succeed (minimum qualifications)
- Must have strong written and verbal communication skills in English and Dutch
- Must possess documents to work and reside in the Netherlands at time ofapplication.
- Experienced in airport operations at management level, prior experience in a leading role in an airport environment ispreferred.
- Knowledge of Delta and KLM systems is preferred, must be proficient in MS officeapplications.
- Consistently prioritizes safety and security of self andothers.
- Embraces diverse people, thinking, andstyles.
- Candidate must possessstrong customer service skills;a good working knowledge of Delta policies and procedures is anadvantage.
- Must have schedule flexibility with varying shifts, extended hours, and on callrequirements.
- Must be approachable, have interpersonal skills that foster trust andrespect.
- Ability to manage conflict, deescalate, and problem solve effectively to support a reliableoperation.
- Must exhibit strong organizational skills and the ability to delegateresponsibility.
- Has experience in leading a team of direct reports and the ability to mentor and deliver feedback for developmentalpurposes.
- Must have experience making decisions in a fast-paced environment while balancing multiple priorities and timeconstraints.
- Must be performing satisfactorily in currentposition.
- Must be culturally aware and exhibit DLvalues.
- Demonstrates that privacy is a priority when handling personal data.
- Embraces a diverse set of people, thinking and styles.
- Consistently makes safety and security, of self and others, the priority.
What will give you a competitive edge (preferred qualifications)
- Bachelors degree or equivalent is highlypreferred.