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AVIATION SUPPORT BUSINESS OF THE YEAR 2025
AUSTRALASIA's AIRLINE CATERER OF THE YEAR 2025

We are seeking a highly motivated and hands on Manager, Customer Operations with experience in a similar role to join our high-performance International Flight Catering team based at Brisbane Airport on a full-time basis.

More about this role:

This role is responsible to ensure the overall safety and efficient operation of the Unit and ensure National Standards, Compliance, and Policies are maintained to achieve highest service delivery levels. 

You are effectively supporting the Business Manager across our two Brisbane sites and managing all ancillary departments and their teams, critical to the daily operations window. These include Customer Service Managers, Billing Officers, the Check Sheet team and Warehouse teams.

In a nutshell, your main responsibilities are:

• Manage the day to day operational activities of the Unit across four departments.
• Coordinate, supervise and ensure efficient utilisation of your teams to provide Service Delivery to all our International and Domestic customer aircraft, including delayed flights and equipment changes.
• Oversee all operational and service delivery activities to ensure all flights are serviced according to the Master Planning Schedule (MPS), meet our customer's Service Level Agreements (SLA), to achieve delivery in-full, on-time and safely (DIFOT/OTP).
• Lead the planning of people, systems and processes to create impactful actions through every customer contact point.
• Manage Warehouse ensuring stock is ordered per each Airlines requirement via IDS
• Control stocktakes and audits of all inventory in the Warehouse
• Utilise data and available intelligence reports to proactively forecast and plan for the week's activities and future cycles
• Technically be across all of our operational systems and portals, including Fleet Maintenance MEXX, Engineering Requisitions, JDE ERP system, Customer Service and Logistics (GP4, MICAS, DHL portal, Agility portal) and other systems such as Converga (Billing), and WFP (Dnata Global Hub, Human Force, Groundstar).
• Responsible for managing ongoing operational costs in your designated departments
• Support the business to develop and implement systems and procedures ensuring efficient and effective operation of the Unit.
• Make recommendations on service processes, quality improvements and workflow  
• Troubleshoot operational problems as they arise including investigating, documenting and escalating any customer concerns or complaints.
• Responsible for the advocating and delivery of a strong safety culture
• Support the Food Safety team by playing an active part in HACCP and HALAL SOPs

What do you need to be successful in securing this role?

• Demonstrated success in a similar managerial Operations role.
• Exposure to Manufacturing, Warehousing, Logistics or Food Distribution industries 
• Proven leadership experience to manage a team of 500+ personnel.
• Substantial exposure to Airline Catering Operation processes desirable.
• A strong level of leadership agility, diplomacy and ability to resolve complex problems.
• Flexibility to work both on the floor and in the office as required.
• High energy and results driven with the ability to work across and within teams.
• Good understanding of Food Safety / WHS and Quality Assurance.
• Some exposure to budgeting, rostering and HR/People management.
• Excellent verbal and written communication skills
• A current HR Licence and Forklift Licence, desirable.
• As you will be working in the Aviation Services industry, you will be required to obtain a clear National Police Check.

What's in it for you?

• Highly Competitive salary.
• 5 weeks Annual Leave.
• Carparking, daily staff meals, and uniforms provided.
• National career development and progression.
• Be part of a close knit and dedicated team that are committed to excellence.
• Discounts at hundreds of retailers, discounted health insurance, and wellbeing resources including online exercise classes.

About Us:

We are Australia’s largest and most admired inflight catering and retail partner. Specialising in inflight catering, retail partnership and food manufacturing, our group of diverse brands enables us to deliver extensive service capabilities.

Chosen by many of the world’s top airlines, we operate 16 facilities across 10 cities and employ over 4,000 people who help us to produce over 64 million meals, and service more than 250,000 flights, each year.

Parent company dnata – part of the Emirates Group – is one of the world’s largest air services providers. Offering ground handling, cargo, travel, and inflight catering and retail services, dnata ensures the aviation industry operates smoothly and efficiently.

Want to know more about dnata catering and our global businesses? Visit our Australian careers website https://dnatacateringcareers.com.au/  and watch a short video here:

https://www.youtube.com/watch?v=Xqf4mvwm3E0

Does this role sound perfect for you? If so, we want to hear from you!

Click the link below and upload your resume along with a cover letter to start your journey of joining the dnata catering family as Manager, Customer Operations

http://dnatacatering.expr3ss.com/home