Purpose of the Job To provide leadership to Cargo Services and Ground Support Equipment (GSE) departments; manage efficiently and effectively cargo service delivery processes and acquisition, repair and maintenance of GSE in conformance/compliance with IOSA/ISAGO standards, Customer Airlines' Ground Handling & Service Level Agreements (GHAs & SLAs) and Civil Aviation Authorities’ regulatory frameworks; to achieve operational excellence, customer satisfaction and business growth.

Principal Responsibilities and Accountabilities (Key Performance Areas) •Plans and administers staff deployment, the efficient and effective, processing, storage dispatch and reception of cargo and mail on flights handled ensuring ‘On Time Performance’ whilst optimizing operational excellence and customer satisfaction. •Administers Customer Airline’s Ground Handling and Service Level Agreements (GHAs & SLAs) including inter-departmental Service Level Agreements (SLAs). •Optimizes airfreight, mail and ancillary revenue generation, collection and correct accounting whilst ensuring reduction of cargo mishandling, pilferage and theft claims including elimination of resources wastage in the cargo service delivery value chain. •Evaluates the Airlines' Cargo handling manuals and documentation, service delivery processes (Standard Operating Procedures (SOPs) and recommends changes to ensure continuous alignment with IOSA/ISAGO and industry leading practices. •Implements and ensures compliance with Customer Airlines/Operators’ safety and security programmes in conformance/compliance with IOSA standards, CAAB and other destination stations' civil aviation regulatory frameworks. •Organises and supervises, cargo documentation, weighing, handling, storage, transfer to/from flights and collection by customers in accordance with SOPs. •Resolves customer complaints in the mutual interest of customers and the airline; liaises with domestic and regional/international customs authorities and security agents on acceptance and clearance of export and import cargo on out-going and in-coming flights •Monitors and ensures smooth coordination of the processing of airfreight by CAAB, Customs and security agents to achieve On Time Performance (OTP). •Determines priority cargo in the event of over bookings & arranges suitable alternative transportation for offloads. •Supervises and coordinates the smooth and efficient handling of flight disruptions/irregular operations ensuring that customers are kept informed of developments in accordance with laid down SOPs. •Supervises and monitors tracing of mishandled cargo, authorises and/or and recommends the settlement of missing and damaged cargo within delegated limits. •Prepares Management Information Reports & ensures compilation of the Daily Flight Movement & Load Summary, and Handover Log & Incidents reports ensuring their accuracy and timely submission. •Administers the cost effective and efficient acquisition, repair and maintenance of GSE fleet and motor vehicles including calibration of weighing scales in accordance with Air Botswana and Manufacturers work specifications, and compliance to regulatory authorities. •Supervises shift staff, interacts with peers, managers, other stations’ personnel; fosters positive relationships with authorities, customer airlines representatives and all stakeholders ensuring high level of professionalism •Trains Cargo Services Agents/Supervisors, GSE Operators, Drivers, Loaders and Cleaners in cargo and ramp handling services and procedures; ensuring they remain current. •Implements the Balanced Scorecard “Performance Management System’ in evaluating the performance of Customer Services Agents/Supervisors GSE Operators/Loaders/Drivers, Loaders and Cleaners.

Minimum Education required A recognized Degree in Business Administration, Commerce, Social Sciences or equivalent Minimum Experience required At least 8 years post qualification experience. A minimum of 4 years at management level. Knowledge of cargo handling rules and regulations. Knowledge of aviation Ground Support Equipment is a distinct advantage.