Operations Service Quality Analyst/CTIA

Operations Service Quality Analyst

An exciting opportunity exists at Cape Town International Airport for a dedicated Operations Services Quality Analyst in the Operations Management division.

Key Performance Outputs

The successful candidate, reporting to the Senior Specialist Technical Solutions will be responsible for the following:

• Provide relevant and specialised support to relevant stakeholders to ensure achievement of objectives.  
• Build, support and maintain healthy, diverse internal and external relationships to ensure achievement of organisational goals. 
• Implement remedial actions where required. 
• Resolve escalated queries and provide suggestions/solutions for improvement of Customer Service Levels.
• Manage, monitor and ensure adequate systems resource levels. 
• Manage the utilisation of the systems to ensure efficiency. 
• Perform analysis of system data, compile report findings and submit to relevant parties. 
• Adhere to and ensure adherence to statutory regulations, organisational standards, policies and procedures.
• Report non-compliance and implement corrective actions to ensure compliance. 
• Ensure that all customers comply with policies and standard operating procedures (SOP).  
• Manage Quality Management Systems and infrastructure audits. 
• Ensure compliance to behavioural standards.  
• Review and make necessary amendments to SOP's.  
• Manage execution of SOP’s. 
• Manage SLA with service providers in airport (airlines, government).  
• Manage that work is executed in accordance with contract (time frame, SLA, Scope, quality, budget). 
• Manage and track OPEX and CAPEX budget. 
• Manage adherence to all procurement processes. 
• Complete monthly forecast and variance reporting (CAPEX and OPEX). 
• Manage workforce planning and implement approved labour plans to ensure team is suitably staffed to meet sub-functional objectives. 
• Implement and manage people development initiatives such as performance management, succession planning and talent management to ensure team performance meet required standards. 
• Plan, schedule, coordinate and supervise subordinate activities to ensure efficiency and achievement of goals. 
• Assure stable employee relations by managing conflict and creating a positive working environment. 
• Coach employees on lower levels to ensure knowledge transfer and skills development. 
• Manage the implementation of ad hoc Operational projects within set requirements.  
• Evaluate project feasibility and benefits.

Technical Skills and Experience 

The following skills and experience or the equivalent of such, will be required: 

• The successful candidate must have a valid Matric (Grade 12) qualification. 
• Bachelor's degree in business commerce is essential. 
• 2 – 3 year's Business Operations experience is essential. 
• 2 - 3 years supervisory experience in  Operations is essential. 
• Basic Knowledge of Microsoft Office packages. 

Competencies 

• Leading others  
• Results driven  
• Interpersonal relations  
• Planning and Organising  
• Conflict management  
• Problem solving  
• Communication  
• Analytical  
• Action Orientated 
• Report writing  
• Presentation skills  
• Knowledge of Airport Operations 
• Knowledge on Service Level Agreements

Positions will be filled in line with Airports Company South Africa’s values and Employment Equity Policy and Plan.

Should you not hear from us within 30 days of your application, consider your application unsuccessful. 

Shortlisted candidates will be required to provide proof of their qualifications, NQF level and credits, and must be eligible for Top Security Clearance within 3 months of appointment