Overview:
Are you ready to take flight in a dynamic and fast-paced aviation industry? As a global leader in aviation services, Swissport provides Ground Handling, Cargo Handling, and Passenger Services to over 300 million passengers annually. Our mission is simple – “To provide the aviation industry with consistent and tailor-made solutions around the globe, for a better customer experience.”
We believe that our people are what differentiates us from our competition. At Swissport, we are driven by our core values of Show You Care, Do the Right Things and Win as a Team, and we are currently seeking dedicated individuals, who align with these values, to join our team at various locations across the globe.
Job Summary
As a Passenger Service Manager at Swissport Melbourne, you will hold end to end accountability for the safe, compliant and commercially effective delivery of passenger services across a portfolio of airline clients. You will lead duty managers, supervisors and a large, rostered workforce operating in a complex 24/7 airport environment.
This is a visible hands-on leadership role. You will set the standard for the day of operations performance, build trusted relationships with airline and airport stakeholders, and ensure the operation is ready to respond decisively during peak periods, service disruptions and irregular operations
Your Impact
Own the passenger journey. Lead end-to-end delivery across check-in, document verification, gates, boarding, arrivals, connections, baggage service recovery and disrupted operations.
Lead day-of-operations performance. Maintain operational readiness, make timely decisions and coordinate closely with ramp, baggage, load control, operations control and airline teams to protect safe, compliant and on-time departures.
Deliver airline commitments. Own performance against Ground Handling Agreements, Service Level Agreements, airline procedures and scorecards, including on-time performance, departure readiness, compliance and passenger-experience measures.
Strengthen client partnerships. Act as the senior operational contact for airline clients, lead regular performance reviews and translate feedback, trends and root-cause analysis into sustainable corrective actions.
Build workforce capability. Plan roster coverage, training, leave and competency requirements; coach leaders; strengthen succession pipelines; and create clear accountability across all levels of the operation.
Champion safety, security and quality. Apply Swissport's safety management system, support a strong reporting and Just Culture, ensure compliance with aviation security and WHS requirements, and maintain audit and training readiness.
Drive commercial discipline. Manage labour productivity, overtime, controllable costs and revenue capture while balancing safety, service quality and operational resilience.
Lead a fair and accountable culture. Manage performance, grievances and conduct matters promptly and consistently, working within applicable enterprise agreements, policies and employment obligations.
Improve how we operate. Use operational data, passenger feedback and performance trends to identify risk, remove recurring service failures and embed continuous improvement.
Your Profile
You are an established aviation leader who understands the operational reality of passenger services and can move confidently between the terminal floor, airline client meetings and workforce-performance conversations.
Essential aviation experience. Recent, demonstrated management experience leading airport passenger services for an airline or ground handling provider in a complex commercial airport.-
Passenger operations expertise. Strong knowledge of check-in, departure control systems, travel-document and boarding requirements, arrivals, transfers, baggage service recovery and irregular operations.
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Large-team leadership. A proven record of leading Supervisors and sizeable multi-shift workforces, with experience in coaching, performance management, engagement and talent development.
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Operational judgement. The ability to remain composed, visible and decisive during delays, cancellations, system issues, resource constraints and other time-critical operational events.
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Airline client management. Experience managing airline relationships, performance scorecards, SLAs or Ground Handling Agreements, with confidence presenting performance outcomes and recovery plans.
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Safety and compliance leadership. A practical understanding of aviation safety, security, quality assurance, regulatory training and audit requirements.
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Workforce and commercial capability. Strong workforce-planning, rostering and cost-management skills, together with experience applying enterprise agreements in an operational environment.
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Influence and communication. Credible written and verbal communication skills, strong stakeholder judgement and the ability to build alignment across airline, airport and internal teams.
What we offer
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Permanent Full-Time position.
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Flare HR Benefits (e.g Novated Leasing, Medical Insurance Discounts and much more)
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On-site employee parking available.
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Opportunities for career advancement.
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Accrual of annual and personal leave.
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Comprehensive training and ongoing support provided.
At Swissport, we believe in diversity, equal opportunity, and the power of our values to drive our success. We are committed to providing a workplace that fosters inclusion and where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Visit our website at https://careers.swissport.com to learn more about Life at Swissport.
Join Swissport today and be part of a team that connects the world of aviation!
