187 Head of operations jobs in Kloten found

dnata is an international provider of ground handling services present in 131 airports across 84 countries with its head office in Dubai. dnata Switzerland AG has been providing ground handling services at the international airports in Zurich and Geneva for over 50 years.

We are looking for our Quality Teamin Zurich for a qualified

Entry date: 1st December 2024 or to be agreed

 As a Key Account Manager (KAM) / Duty Station Manager (DSM) you will be the key contact for our customers. You will coordinate the implementation and the after sales of handling contracts in Zurich. You will have to ensure a very high customer-service standard on a dynamic customer portfolio. Your mission will be based on an in the field approach and operationally driven, supporting the operational department managers and their teams to deliver the best sustainable service quality possible.

Your responsibilities

• Handle internal and external communication regarding SGHA/SLA and support implementation of awarded contracts
• Evaluate the SLA performance and prepare KPI reports
• Prepare and organize customer review meetings
• Organize and coordinate customer audits
• Update other departments of any key changes (e.g. documents related to customer standards)
• Check and analyse processes and performance through field activities (checks and inspections)
• Integrate customers’ complaints/compliments and follow-up in the QMS
• Develop new or additional products for your customers
• Analyse performance with department managers and take an active role in the implementation of corrective measures
• Coordinate and support the daily operations in case of an emergency (when acting as Duty Station Manager)

Your profile

• Must: deep knowledge of airport ground operations and the aviation industry
• You have excellent verbal and written communication skills (English and German command are necessary, French is a plus)
• You are flexible, diplomatic and open to work with different cultures
• You are organized and have a good time management
• You bring a strong customer service accountancy and an affinity for figures
• You are good at presentation, structured and strong in negotiations
• You have an affinity for investigation
• You master IT tools especially MS-Office, Salesforce CRM is an asset
• You are resilient, patient and convince with your positive assertiveness

The job holder reports to the Quality Assurance Manager and is located at Zurich Airport.

Your application

Should you be interested by this opportunity, please send your resume and a motivation letter,
by e-mail onlyWrite an email.