Malindo Air- Kathmandu Station Manager/Duty Controller/Customer Service Officer –

JOB VACANCY- KATHMANDU MALINDO AIR STATION

1.  Position: Malindo Air- Kathmandu Station Manager

Malindo Air is looking for an experienced individual to manage the various aspects of Malindo Air’s daily operations at the station while monitoring, directing and controlling the staff and the GHA to ensure that all airport operations are operating efficiently in

accordance to the policies and procedures of Malindo Air and the respective Airport Authority while achieving optimal on-time performance and customer satisfaction levels in a cost-effective manner. This position will be based in Kathmandu, Nepal.

Key Accountabilities:

• Observe and review all day to day operational issues at the station including checkin, safety and security, disruption handling and service recovery in accordance with the laid down procedure.
• Represent Malindo Air ground operation in liaising with various authorities at the station level and manage efficiently the airport operation.
• Issue instructive plan to all handling agent staff and provide efficient Passenger Service including briefing and debriefing to the handling agent staff.
• Protect the Financial Interest of the company.
• Coordinate with Area Manager and OCC Flight Operations during the disruption handling, Maintain constant liaison with Area Manager and OCC Flight Operations in the event of technical delay, obtain briefed details and implement the recovery plan given.
• Monitor service level agreement and suggest action plans to improve service levels.
• Investigate passenger complaint and prepare detailed report to Area Manager.
• Ensure current edition /revision of manuals are readily available with all relevant offices and staff personnel and provide appropriate information to the local authority as and when required.
• Ensure all advisories or circulars received from ground operations are transmitted to all relevant personnel.
• Ensure all incident/accident are reported to the headquarters using the approved format and assist headquarters for further investigation.
• Ensure Dangerous Goods related incidents are reported to all local authorities / headquarters.
• Ensure daily Flight Handling Reports, disruption reports and other reports are submitted to the headquarters without delay.
• Liaise with local authorities and internal departments and initiate actions as and when required. Deal with passengers and important other issues on an exception basis.
• Continuously promote the image of the company.
• Analyze performance and delay reports; obtain reasons and find solutions to resolve recurring problems.
• Provide proposals related to improvement and rectification of passenger service issues and refer to the relevant departments.
• Responsible for airside safety and monitor ramp handling.
• Oversee the baggage handling and register baggage handling complaint in to the baggage handling system
• Monitor and trace lost baggage using baggage service system.
• Ensure adherence of policies and procedure laid down in the station operation manual.
• Conduct ground operation performance audit as and when required.
• Monitor excess baggage collection and meet the target.
• Any other administrative or operational functions that may be assigned by Area Manager

Qualifications & Experience:

• Must be educated to Higher Diploma or Degree level in Business Administration
• Minimum 5 years’ experience in similar position at a supervisory level with an airline
• Basic aviation security training and Screeners certification
• Strong organizational, decision making and customer service skills
• Effective written and verbal communication skills

2. Position: Duty Controller- Kathmandu Station

Malindo Air is looking for an experienced individual to assist the Station Manager various aspects of Malindo Air’s daily operations at the station to ensure that all airport operations are operating efficiently in accordance to the policies and procedures of Malindo Air. This position will be based in Kathmandu, Nepal.

As a Duty Controller you are able to anticipate our customers' needs and collaborate with team members to provide quick solutions in the face of a disruption. If you're the kind of person who can confidently navigate unexpected situations while remaining patient, courteous and pleasant, a career as a Duty Controller may be your calling. You'll thrive alongside like-minded people who share your great team spirit and enjoy flexible, shift-based working conditions that won't tie you down.

Key Accountabilities:

1. Preparation of daily preflight check list.

2. Supervise check in (need to vigilant and alert to make sure check in counter staff are following the check in procedures)

3. Liaison with tower, ground equipment, GSE, relevant all concern area for arrival and Departure.

4. Gate service (if required)

5. Supervise and coordinate on board service which includes cabin and ramp

6. Ramp activities.

7. Attend arrival hall to supervise arrival baggage delivery.

8. Supervise flight air borne message.

9. Supervise and monitor post flight work.

10. Fill post flight checklist.

11. To perform station manager responsibilities during the absent of station manager

Qualifications & Experience:

• Must be educated to Higher Diploma or Degree level
• Minimum 2 years’ experience in similar position at a supervisory level with an airline
• Basic aviation security training and Screeners certification
• Strong organizational, decision making and customer service skills
• Effective written and verbal communication skills

3. Position: Customer Service Officer – Kathmandu Station

Our highest performing Customer Service Officers are those who share in our mission to provide service straight from the heart. They possess advanced people skills and the helpfulness, kindness and empathy required to assist a high volume of passengers during their travels. Overall purpose of job is to process and assist passengers and baggage at Kathmandu station airport and to ensure the comfort of travelling passenger to the maximum at all time

Key Accountabilities:

CHECK IN COUNTER

1. To ensure Baggage tag is correct and sufficient

2. Check in done correctly, fast and accurate

3. to ensure pax travel document is up to date

4. Open Counter early - 10 minutes before normal check in time

5. Close Counter 60 minutes before STD

6. To ensure cleanliness of counter

7. Must be customer services oriented

8. Baggage and lost N found issues – alert at all time

GATE & ARRIVAL

1. To ensure 60 minutes ground time

2. Able to make delay announcement and gate change announcement

3. To ensure boarding announcement and final announcement been made

4. To collect boarding pass and to assist passengers at the gate

5. To ensure NO oversize and heavy baggage taken in to aircraft

6. To hand over or to collect any documents for office usage

7. Coordinate boarding management smoothly

OTHER TASK

1. To ensure all flight documents i.e: manifest, fuel chit, load sheet, etc are compiled accordingly and on time

2. To ensure office cleanliness at all time

3. Able to work in a team spirit at all time

4. To cover any other team member in the event of annual leave or medical leave

5. To perform any other functions as required by the company

Qualifications & Experience:

To be considered for a career in Customer Services, you will need:

• Must be educated to Higher Diploma level
• An excellent command of spoken English and Nepalese.
• The availability to work shifts.
• Previous experience in customer service roles (preferable).