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Job description / Role
- Oversight and Leadership of the post-flight Central Baggage Team and Dedicated Baggage Team at HUB.
- Lead group that handles customer inquiries, baggage tracing, and compensation for the company (Central Baggage Team leadership).
- Develop the process necessary to assist customers with all comments.
- Develop an in-depth understanding of World Tracer Management System in order to develop and convey proper procedures to the Central Baggage Team.
- Develop statistical data that will provide feedback to management and audit.
- Develop timely reports for management, highlighting trends and opportunities.
- Act as the point person for information on compensation, refunds and customer feedback.
- Handle high profile incidents reported to Oman Air.
- Handle sensitive executive letters sent by customers, and other airlines.
- Work with the appropriate group-s to resolve any sensitive customer situation.
- Set process flows and guidelines for:
- Primary Tracing, Secondary Tracing, Baggage Claims Compensation, Claims Proration, Insurance, Central Baggage Stores and Unclaimed Baggage (including disposal of).
- Work with the appropriate group-s to resolve any sensitive customer situation.
- Liaison between Oman Air and SITA (World Tracer Management system provider).
- Conduct performance meetings with Leads.
* Main Oman Air contact for SITA World Tracer (Liaison with SITA).
* Create and maintain all Oman Air's User, Reason for Loss and Free-Form Text Screens.
- Provide updated Oman Air webpage information on baggage claims guidelines as per policy and contact information.
- Perform Baggage Service Audits to conform to customer specifications and or procedures.
- Seeks Opportunities and Avoids Risks (is also aware of), and Understands Strengths and Weaknesses, at every stage of Central Baggage functions and changes due operational increases, reduction, uplift of passengers vs baggage etc. and appropriate Tools-Resources, and Trainings.
Policies:
- All matters as specified in the JD.
- Maintain updated copies of the World Tracer Tracing Manual & System Functional Specifications.
- Review and update Baggage Claims Settlement Procedures.
- Ensures IATA Baggage Identification Charts are current.
- Assists Training Department on preparation of agreed syllabus as per Oman Air standards and needs.
Authorities:
- Passes on relevant-correct instructions to: Central Baggage Officer EUROPE- Central Baggage Officer GULF, MID-EAST AFRICA & PAKISTAN
- Central Baggage Officer ASIA - All Baggage Dedicated Staff Network Stations (through their ASMs).
Represents Oman Air at the Annual World Tracer User meeting (and votes on behalf of Oman Air all items presented).
Requirements
- Bachelor Degree in related discipline with 06 years of relevant experience.
- Or 2 years college Diploma in related discipline with 08 years of relevant experience.
- Or Secondary School with 12 years of relevant experience.
About the Company
Oman Air, the flagship company of the Sultanate of Oman's Civil Aviation sector, commenced operations in 1993. Starting off as a regional player, Oman Air, as Oman's national carrier has witnessed rapid growth in the last 14 years. Oman Air has played a major role in making Muscat a major traffic hub in the Middle East providing a fillip to commercial, industrial and tourism activities.
As a full-fledged commercial airline of Oman, Oman Air has striven to maintain high performance standards in all aspects of its operation. The Oman International Services was established in the year 1970 & later Oman Aviation Services was founded on 1981 to extend services to the other airlines in terms of cargo handling, ground handling etc.
The Oman Air fleet consists of most modern and fuel- efficient aircraft with aesthetically designed interiors. Ultra- modern in-flight service equipment is deployed onboard to improve safety and overall performance. Investment in new technology, planning and product innovation has propelled Oman Air to the forefront of the aviation industry.