Service Delivery and Excellence

§  Ensure all station activities around the operation consistently run smoothly and effectively

§  Lead and manage all aspects of the operations in the region to give Atlas Air a competitive edge in terms of service quality

§  Establish ground services standards across the region in accordance with corporate Key Performance Indicators and develop workable strategies to achieve and maintain these standards in each station

§   Manage all auxiliary services within the region to deliver a consistent and high quality level of service at all stations, on and offline

• Lead and drive operational excellence by using available service performance tools and established Key Performance Indicators and Service Level Agreements
• Partner with regional support teams and managers to set SMART goals targeting specific performance areas
• Service as a liaison and as an extension of the Customer Service group to support the key customer base and company brand
• Responsible for the operational performance within the Latin American Region
• Leads and coordinates the activities of the region.
• Conducts operational meetings with regional based customers and other customers as required.
• Establishes effective controls and procedures to drive individual accountability.
• Monitors and communicates with all stations in the region to ensure that all customers’ vendors, and ground handlers meet Atlas Air standards, including areas of safety and security.
• Provides regional feedback and direction relating to service initiatives, and other areas that may have an effect on the service quality
• Oversees the costs related to the region and mitigates financial risks
• Develops and recommends policy, procedures and actions to achieve and maintain high levels of customer service to all external and internal customers.
• Schedules station visits to ensure vendor and personnel are providing a consistent high level of service and are in compliance with company procedures and service level agreements.
• Reviews all personnel requests, facility or equipment additions to ensure they are justified and are within corporate financial guidelines and standards and provides recommendations to the Senior Director of Station Operations.
• Responsible for coordination of expansion and oversight within North America for cargo related ACMI, CMI and Charter operations.
• Anticipate and identify future service and manpower needs, standardize and implement procedures, recommend and conduct training of cargo team members and suppliers
• Maintain Standard Operating Procedures
• Perform additional duties assigned by Director of Station Operations

Partnerships and External Liaisons

• Partner with the Procurement Team to appoint preferred third party handling agents in each station and establish Service Level Agreements and take responsibility to closely monitor performance against the Service Level Agreement
• Develop close and effective working relationships with regional Ground Handling Agents, as appropriate, to extract maximum value from the relationship
• Develop and maintain positive relationships with local Civil Aviation Departments and various applicable regulatory bodies to enhance the overall interests of the Company
• Drive performance improvement and ground operations optimization and efficiency through collaboration with our partners

Bridging HDQ & Local Stations

• Collaborates with the Regional Director of APAC on process improvement and operational efficiency projects
• Partner with the Security team on all security matters including liaison with local authorities as required
• Lead on and facilitate the set-up of new stations in conjunction with Ground Operations directives
• Lead and actively support the execution of services strategies within the region
• Act as regional trainer as directed by Ground Operations, Standards and Training
• Lead on and actively support the Commercial team in driving and delivering customer solutions initiatives in line with sales strategy
• Ensure that our interests are promoted and liaise with HDQ with reviews on services and provide meaningful regional feedback
• In support of Ground Operations, Compliance team, serve as the principle liaison with regional regulatory entities

• Maintain good communication with the Director Station Operations related to port visits, service items and regional services
• Provide support to the various internal departments as needed
• Work on complex projects as needed and directed by the Director Station Operation

Financial Management

• Monitors regional and station contracts to ensure vendors are complying with contract provisions and service level agreements.
• Provide oversight and management of station budgets to ensure the station’s actual costs do not exceed the forecast
• Reviews monthly financial reports to ensure all company travel is conducted in compliance with company guidelines and ensures controls are in place to process expensed items according to company policy
• Create an environment of fiscal responsibility, encouraging managers to keep costs at a minimum, and foster an environment of continuous process improvement with the goal of providing the highest level of service for the lowest cost

People Development and Performance Management

• Lead, support and encourage own team to achieve success
• Build a strong and motivated team, ensuring the right organizational structure and the right people are in place to foster positive team spirit and facilitate teamwork
• Supervise and mentor direct reports, encouraging effective collaboration
• Demonstrate leadership and lead by example in accordance with our core values
• Develop employees with high potential and identify learning opportunities to ensure appropriate training and development
• Maintain active and ongoing dialogue in relation to employee goals and individual performance
• Actively engage with employees to enhance communication and their understanding of department goals
• Enhance the employee experience in line with the role level and the internal brand promise
• Provides leadership, mentoring and development of career paths for key management personnel and makes recommendations to the Senior Director of Station Operations.
• Establish effective controls and procedures to drive individual accountability at the station manager level.