Station Account Manager (m/w/d)

The Ground Operations function operates as a multi-disciplinary team of experts driving efficiency and innovation across all aspects of Ground Operations.
As Station Account Manager you will manage and implement the delivery of safe, compliant, efficient, consistent and customer-focused Ground Operations processes and activities for all airports in your dedicated area. As part of your role, you will be responsible for managing relationships with third-party suppliers, Airport Authorities and government agencies at airports on a day-to-day basis. You will be responsible for the performance of Ground Ops Service Providers and will be expected to give suggestions to improve operations and customer experience, increase efficiencies and to drive down costs for all airports in the appointed area.

Based in our offices at Hannover the role will require regular travel to support your German Airport bases of HAJ, DUS, MUC, STR and FRA. We are happy to consider the position on a hybrid working model with an average of 3 days per week spent onsite at your local office/base or travelling. 

This role will include On-Call and Emergency Response (ERP) duties.

In this role, you’ll report to the Region Manager.

ABOUT OUR OFFER

• Flexible working: Work is something you do, not somewhere you go. We encourage a healthy work-life balance with a dynamic working environment.

• A career to shape: Access the TUI Learning Hub to level-up and reach your ambitions.

• Broaden your network: We champion intercultural collaboration and provide opportunities to work on global projects and teams.

• Community: Get involved with incredible local charity and sustainability initiatives like the TUI Care Foundation.

ABOUT THE JOB

• Manage and implement the delivery of safe, compliant, efficient, consistent and customer focused Ground Operations processes and activities for all airports in your dedicated area

• Managing relationships with third-party suppliers, Airport Authorities and government agencies at airports on a day-to-day basis, ensuring suppliers deliver consistent services and procedures to all relevant internal departments (pilots, cabin crew, local ops, 24/7 customer care, tour operators)

• Ongoing performance management of Ground Service Providers to achieve contacted service levels, driving efficiencies in processes and reducing costs for all airports in the appointed area 

• Analysing current performance data, turning trends into suggestions to drive improvements

• Managing and reviewing all Ground Operations activities to ensure that they are compliant with authority requirements

• Deliver new product initiatives and concepts on the ground and feed in ideas for new airport products and initiatives

• Ensure TUI standards are achieved and consistent customer experience and service is delivered to passengers, implementing ‘digitalised’ Ground Operations services in airports

• Complete regular quality assurance checks and reviews on third party suppliers and identify opportunities for change and improvement

• Implement improvement programmes and educate third party suppliers based on performance monitoring

• Manage the investigation of Safety Reports and Non-Conformances to ensure procedures are improved and safety events prevented from recurring

• You will be expected to follow and be an advocate for the local standards of the assigned airports and will demonstrate these practices in your daily responsibilities

• You will execute these tasks under the management of the Region Manager and in close cooperation with the rest of the team in your region, such as the Station Ops Coordinators if relevant

ABOUT YOU

• Significant experience in aviation ground handling

• A self-motivated individual who takes the initiative and works collaboratively with a diverse team 

• Ability to work as part of an international team and collaborate with pan-European stakeholders

• Understanding of Human Factors within the ground handling environment

• Ability to stimulate and generate continuous improvement amongst third party ground handlers

• Experience in the management of third-party suppliers focused on achieving required performance

• A strong communicator with a proven ability to influence, develop a network of contacts throughout the industry and gain support and commitment from internal and external stakeholders

• Ability to think commercially and operationally whilst ensuring full regulatory compliance is achieved and maintained

• A logical thinker with the ability to generate ideas and alternatives

• Demonstrable ability to clearly articulate concepts and arguments verbally and in written documentation

• Ability to audit and check for compliance of in scope processes and in the event of any compliance breaches to be able to successfully investigate and resolve

• Certification in a selection of ground handling procedures and regulations is highly desirable

• Cultural sensitivity, with experience of working as part of a pan-European team

• This role requires strong business English and German (written & spoken) - essential

DEI Statement

From a workplace to a place to belong. At TUI we embrace diversity, equity, and inclusion, encouraging everyone to come as you are, because together, our potential is limitless. We are committed to supporting candidates with disabilities and impairments so if you require any support, please do let us know.

SECURITY CLEARANCE STATEMENT  
At TUI, safety is our top priority. We conduct thorough background checks on all employees who join our Airline. Rest assured; we’ll guide you on the necessary information you need to provide at each stage. Please note that if you are applying for a role in the UK, you must ensure you can provide a full 5 years referencing, plus a criminal record check for all countries you’ve resided in for more than 6 months in the past 5 years.