Store Operations
- Lead a team of 30-50 staff in daily store operations across all terminals. Drive sales, ensure optimal performance, maintain a high level of customer service, security, and adherence to SOPs.
- Conduct daily store visits to audit store operational efficiency and identify opportunities for improvement.
- Establish, maintain and update all SOPs and conduct internal audits to ensure compliance and adoption of best practices.
- Handle customers inquires, feedback/complaints, and follow up with service recovery.
- Ensure operational excellence and optimization of resources.
People
- Develop & implement training programs. Responsible for leading onboarding & refresher training to equip staff with high competency & skills to perform all tasks i.e., wrapping, handling international delivery, laundry drop-off and other assigned tasks.
- Coach and conduct assessment on TL/ CSO competency levels through training, quizzes etc.
- Plan monthly rosters and manage leave administration for all subordinates.
Other Administrative
- Accountable for daily sales reconciliation and preparation of weekly sales reports. Conduct spot checks on cash float in the store.
- Responsible for accurate reporting i.e., sales reconciliation, bag wrap, CDV, EOD, weekly sales, laundry sales, Goodlugg, Luggme, DHL etc, and ensure records are disseminated to CSO timely.
- Build and maintain cordial working relationships with clients and other airport business partners.
Perform other responsibilities as delegated or stipulated by the management team.
Job Specifications (Qualifications/Experiences)
- Degree in Business Management or equivalent from a recognized university preferred.
- Minimum 5 years of supervisory experience in airport terminal operations.
- Possess excellent interpersonal, communication and organizational skills.
Able to work on Shift Duty.
Desirable Attribute
- Leadership - Ability to steer, coach, direct, and delegate.
- Collaborative, agreeable, process driven.
- Dependable and trustworthy - Takes ownership and is willing to take on additional responsibilities.
- Influencing skills and able to handle conflicts & disagreements effectively.
- Project management, prioritize tasks and manage time effectively.
