Station Manager – London, UK

About the Role

Royal Air Maroc is seeking an experienced Station Manager to oversee Ground Handling operations at Heathrow Airport. The position requires managing all services in compliance with contracted agreements, safety standards, and operational guidelines. This role involves ensuring adherence to occupational health and safety norms on Royal Air Maroc sites under supervision, fully aligned with the Health and Safety at Work program.

Key Responsibilities

• Supervise services provided throughout the passenger journey to guarantee RAM quality standards are met.
• Maintain continuous oversight of handling operations performed by the assistance organization, ensuring compliance with RAM's quality, safety, and security requirements.
• Manage and control performance of third-party assistance service providers.
• Coordinate passenger support during irregular events, including transportation and accommodation arrangements.
• Act as Royal Air Maroc's representative to local authorities and various stakeholders at the station.
• Collaborate with the Operations Control Center and other operational units such as Hotline and HUB.
• Monitor station activity, escalate and resolve passenger complaints by involving relevant parties.
• Oversee collection of ancillary revenues like excess baggage charges and upgrades at the station.
• Contribute toward enhancing the brand image of Royal Air Maroc.
• Lead and motivate team members to improve performance, operational efficiency, and customer satisfaction.
• Ensure strict adherence to baggage service-level agreements to improve dispute resolution and customer experience.
• Provide prompt incident reports and operational updates.

Qualifications & Experience

• Minimum 5 years of experience within an airline or ground handling company in roles like Duty Officer, Supervisor, or Station Coordinator.
• Legally authorized to work and residing in the United Kingdom.
• Demonstrated agility, dynamism, and rapid learning capability.

Required Skills

• Strong leadership and team management capabilities.
• Comprehensive operational knowledge of airport procedures, regulatory compliance, and safety/security standards.
• Exceptional customer service skills with the ability to handle complex situations.
• Proactive mindset and analytical aptitude for critical decision-making under pressure.
• Organizational discipline to enhance operational processes.
• Technical expertise in load control, aviation regulations, ground handling operations, and dangerous goods handling.
• Fluent in both spoken and written English.