iGovTT
Piarco
Job Description
To provide end-to-end managerial oversight of the Airport Traveller Assistance service across Trinidad and Tobago, ensuring that both airport operations deliver a consistent, high-quality customer experience, remain adequately staffed and trained, comply with approved procedures and governance requirements, and maintain effective working relationships with immigration, airport authorities and other stakeholders. The Manager owns service performance, workforce coordination, quality assurance, reporting and continuous improvement for the six-month engagement.
Key and Critical Responsibilities
<ul><li>Manages the overall delivery of the Airport Traveller Assistance service at Piarco and ANR Robinson International Airports against approved service objectives and staffing arrangements.</li><li>Translates the service model into clear operating procedures, customer-service standards, escalation protocols, reporting requirements and supervisory expectations.</li><li>Coordinates workforce planning and approve rosters to ensure required CSS and Supervisor coverage while providing scheduled days off and appropriate relief arrangements.</li><li>Assists in the recruitment, onboarding and deployment activities in collaboration with HR, using approved candidate databases and supplementary recruitment channels where necessary.</li><li>Coordinates the training programme, including support from the Immigration Support Centre under MPAAI, and ensure staff are assessed as operationally ready before deployment.</li><li>Establishes and monitors customer-service quality standards, undertake site observations, reviews complaints and incidents, and implements corrective or improvement actions.</li><li>Provides real-time reports on challenges to Designated ttconnect/iGovTT Executive or Senior Manager.</li><li>Reviews service data including traveller volumes, assistance demand, peak periods, issue categories, escalations, staff utilisation, attendance and service disruptions and provides recommendations for improvement where applicable.</li><li>Maintains regular communication with Shift Supervisors and provide guidance on complex operational, staffing or customer-service issues.</li><li>Serves as the primary ttconnect operational liaison with immigration, airport management and other relevant stakeholders for the service.</li><li>Ensures the team operates strictly within the agreed service boundaries and does not assume immigration, security, airline or other statutory functions.</li><li>Ensures privacy, confidentiality, security and appropriate information-handling controls are understood and followed across both locations, particularly where staff complete online arrival and departure forms on behalf of travellers.</li><li>Manages significant complaints and service-recovery matters, ensuring timely escalation to senior management where reputational, operational or stakeholder risk exists.</li><li>Prepares concise weekly and monthly management reports, identifying performance trends, risks, resource issues and recommendations.</li><li>Maintains business continuity arrangements for staff shortages, equipment/connectivity failures, unusual passenger surges and other operational disruptions.</li><li>Leads the end-of-engagement service review and provides evidence-based recommendations on continuation, resizing, redesign or cessation of the service.<div><br></div><div><b>Key Performance Indicators:</b></div><ul><li>Sustained required staffing coverage and operational readiness at both airports.</li><li>Achievement of agreed customer-service, quality and process-compliance standards.</li><li>Effective management and timely resolution of complaints, incidents and stakeholder escalations.</li><li>Completion and effectiveness of staff training, coaching and performance-management activities.</li><li>Accurate and timely management reporting supported by reliable operational data.</li><li>Effective control of attendance, rostering and resource utilisation.</li><li>Strong stakeholder relationships and timely resolution of cross-agency operational issues.</li><li>Demonstrable service improvements based on passenger demand, operational evidence and frontline feedback.</li></ul><div><br></div></li></ul>
Key Competencies
<ul><li>Customer experience leadership</li><li>Operational and workforce management</li><li>People leadership, coaching and accountability</li><li>Stakeholder and relationship management</li><li>Service quality and continuous improvement</li><li>Risk identification and escalation</li><li>Analytical thinking and performance reporting</li><li>Excellent written and verbal communication</li><li>Sound judgement and decision making under pressure</li><li>Integrity, discretion and governance awareness<div><br></div><div><b>Special Conditions:</b></div><ul><li>The role has oversight responsibility for operations on both Trinidad and Tobago and will require inter-island travel.</li><li>The Manager must be reachable for significant operational escalations outside normal working hours, subject to agreed arrangements.</li><li>Must satisfy applicable airport access, identification, security and vetting requirements.</li><li>Must maintain sufficient on-site visibility at both airports to assess service quality, coach supervisors and engage stakeholders.</li></ul></li></ul><p><ul></ul></p><p><b>Minimum Qualifications and Experience:</b></p><ul><li>Bachelor's degree in Business Administration, Management, Hospitality, Tourism, Customer Experience, Public Administration or a related discipline; an equivalent combination of qualifications and relevant experience may be considered.</li><li>At least five (5) years of progressively responsible customer-service or service-operations experience, including at least two (2) years in a supervisory or managerial capacity.</li><li>Demonstrated experience managing multi-shift frontline teams, service quality, customer complaints and operational reporting.</li><li>Experience in an airport, travel, hospitality, government service, contact-centre or other high-volume public-facing environment would be a significant asset.</li><li>Strong proficiency with digital productivity tools, reporting and data interpretation.</li></ul>