• Maintain a strong safety, security, and service culture at NBO Station.
• Identify, report, and follow up on hazards, incidents, and operational risks.
• Supervise daily passenger services operations in line with Service Level Agreements (SLAs).
• Ensure smooth passenger handling for departures, arrivals, and transfers.
• Coordinate with airport authorities, service providers, and stakeholders for efficient operations.
• Ensure full compliance with safety, security, and operational procedures.
• Monitor on-time performance (OTP) and baggage delivery standards.
• Oversee accurate flight reconciliation and post-flight documentation.
• Drive ancillary revenue collection (excess baggage and other applicable charges).
• Conduct regular quality checks to ensure compliance with standards.
• Lead, supervise, and develop Passenger Service Agents and GHA teams.
• Ensure discipline, grooming, and service standards are maintained.
• Allocate duties and resources effectively in coordination with the Station Manager.
• Ensure availability and functionality of operational systems and equipment.
• Oversee document verification processes to mitigate operational risk.
• Complete post-flight processes including TLS and flight file reconciliation.
• Manage mishandled baggage cases (AHL/OHD) and ensure timely resolution.
• Promote cost control and operational efficiency.
• Perform any other duties as assigned.

• Bachelor’s degree in aviation management, Business Administration, or related field.
• 3–5 years’ experience in airline passenger services or airport operations.
• Supervisory experience in ground handling or airline operations preferred.
• Strong knowledge of airport operations, safety, and security standards.
• Experience working with GHAs and multi-stakeholder airport environments.

Eligibility Requirement

• Must be a Kenyan resident or legally eligible to work in Kenya.

Key Competencies

• Strong leadership and people management skills
• Excellent customer service orientation
• High integrity and professionalism
• Ability to work under pressure in a fast-paced environment
• Strong communication and coordination skills
• Attention to detail and operational discipline

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