Passenger Services Manager - Auckland Airport

About the role

Swissport is seeking a Passenger Services Manager to lead airport passenger services operations at Auckland Airport. In this role, you will guide a team that includes supervisors and trainers, support airline customers, and work with senior leaders to strengthen performance, safety, reliability, and service quality.

The position sits within a global aviation services business that supports ground handling, cargo handling, and passenger services for more than 300 million travellers each year. The company’s approach is shaped by values centered on care, doing the right thing, and succeeding together.

Key responsibilities

• Oversee occupational health and safety practices and promote a strong reporting culture built on fairness and accountability.
• Make sure company procedures, client requirements, and all relevant regulations are followed.
• Improve operational efficiency through careful workforce planning, including rosters, training schedules, leave coverage, cost control, and revenue tracking.
• Ensure airport operations meet required performance standards and remain operationally sound.
• Track, review, and report on operational results, using scorecards to identify gaps and implement corrective actions.
• Maintain safe and secure use of equipment while managing repair and maintenance costs.
• Coach and develop the team, handle escalated people matters, and support fair resolution of grievances, complaints, and disciplinary issues.
• Build a workplace culture that supports equality, transparency, fairness, and zero tolerance for bullying, discrimination, and harassment.
• Maintain strong working relationships with airline clients, airport stakeholders, and other key contacts.

Candidate profile

• Hands-on experience in multi-client airport operations, ground handling, and aircraft loading.
• Proven ability to manage large teams and develop leaders, ideally in ground handling or airline settings.
• Background in high-pressure, safety-critical service environments with responsibility for diverse client requirements.
• Understanding of training processes and compliance with regulatory and competency-based training needs.
• Strong relationship management skills with the ability to create productive partnerships.
• Excellent written and verbal communication skills, along with strong interpersonal and reasoning ability.
• Well-developed administration, planning, time management, and organisation skills, with the ability to work independently under pressure and to tight deadlines.
• Knowledge of enterprise bargaining agreements and how they apply in the workplace.
• Experience in workforce planning, including attrition forecasting, training, leave management, and operational coverage.

Additional information

Swissport is committed to diversity, equal opportunity, and an inclusive workplace. All suitably qualified applicants will be considered without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Only permanent residents of Australia or New Zealand, or candidates who have the legal right to work in New Zealand, can be considered for this position.

This is a full-time, on-site role based at Auckland Airport in Auckland, New Zealand.

More information about working at Swissport is available through the company’s careers website.