MAIN OBJECTIVES

Oversee ground operations across the region to deliver safe, secure, and on time service that reflects Gulf Air’s commitment to customer excellence.
Set and enforce service standards in line with corporate goals, while driving revenue growth and managing expenses within approved budgets.

MAIN DUTIES

1. Monitor station passenger handling and service quality and implement corrective actions as needed.

2. Ensure Airport Managers are fully aware of Gulf Air objectives and updated with the industry developments, marketing, sales and service procedures.

3. Collaborate with fellow Regional Managers to share market insights, development opportunities, and ensure cross‑departmental alignment.

4. Plan and develop improvement programs for customer service enhancements in conjunction with Airport Managers, update respective Regional Managers and Area Managers so that service products can be used as sales tools throughout the region/network.

5. Provide practical assistance to airport managers regarding service standards, both customer services and flight handling.  Introduce and monitor practical methods of measurement and achievement so that the standard of services is maintained to the highest level.

6. Drive airport and ancillary sales and manage disruption scenarios to maximize revenue and minimize losses without compromising customer service.

7. Analyze stations service performance of passengers handling, mishandled baggage, inadmissible passengers, on time performance, highlights shortfalls and develop action plan for service improvement.

8. Analyze customers’ complaints with Airport Managers and report to Customer Care/ Legal Affairs.

9. Oversee the efficient handling of flight disruptions while maintaining the customer services standards in compliance with the Operations manuals.

10. Participate in negotiating ground handling agreement in conjunction with Senior Manager, Operation contracts and appropriated head office department and provide recommendations.

11. Regularly review and analyze stations’ performance ensuring that all stakeholders are involved in the operations enhancement process.

12. Ensure regions stations contracts/SLAs are current and all contracts to be processed according to company procurement policy an in line with Bahrain Tender Board Regulations.

13. Ensuring your region’s station invoices are verified and checked by the respective Airport Managers according to company policy.

14. Ensure that all stations comply with LPC regulations and set the corrective actions when required.

15. Manage the stations’ safety, security and on-time performance targets, ensuring that customer satisfaction is prioritized.

16. Maximize ancillary revenue and ensure the utilization of the allocated budget to minimize cost while not compromising customer service.

17. Oversee the availability of adequate training and development to stations staff, ensuring their awareness of high customer services standards and practices.

18. Support relevant and appropriate training and management performance reviews through the application of sound man-Management techniques, practice, and exemplary leadership to ensure continued high morale within and across the teams.

19. Maximize and optimize the utilization of local resources within the designated region to achieve agreed targets and productivity.

20. Support and assist Airport Managers with local staff recruitment to ensure quality and standard maintained.

21. Ensure Airport managers have all contracts/SLAs in place.

22. Ensure Airport managers close their Internal Audit, Quality Assurance Audit and safety findings in a timely matter.

23. Ensure Airport Managers following and compliance with Gulf Air procurement policy.

24. Ensure the delivery of any relevant task assigned by SMGO, DGO & COO.

EDUCATION & TRAINING

• Bachelor’s degree in aviation management or equivalent.

• Postgraduate degree is preferred.

• Minimum of 6 years of relevant experience.

Position Grade

GA.18.M