Head of Ground Operations

A. ACCOUNTABILITIES

• Reports to Accountable Manager / Chief Operating Officer (as applicable).
• Accountable for the overall leadership, governance, safety, compliance, and performance of Above-the-Wing (ATW) and Below-the-Wing (BTW) Ground Operations across all stations.
• Holds ultimate responsibility for Ground Operations regulatory compliance, operational standards, performance management, and strategic direction.
• Provides leadership and oversight to the Manager, Ground Operations and the Ground Operations Department.

B. RESPONSIBILITIES

• Define and implement the strategic direction for Ground Operations across all stations.
• Establish policies, operational standards, and governance frameworks for ATW and BTW operations.
• Ensure alignment of Ground Operations strategy with Company corporate objectives.
• Oversee organisational structure, manpower planning, and departmental resource allocation.
• Ensure full compliance of Ground Operations with CAAM regulations, ICAO standards, and Company-approved manuals.
• Serve as primary management representative for Ground Operations during CAAM audits, inspections, and regulatory engagements.
• Ensure timely resolution of audit findings, regulatory observations, and safety concerns.
• Ensure Ground Operations Manual (GOM) and associated procedures remain current and regulatory compliant.
• Maintain overall accountability for safe, efficient, and compliant Passenger Services, Ramp Operations, Load Control, and Weight & Balance activities.
• Provide executive direction during major operational disruptions, safety events, or crisis situations.
• Oversee Ground Handling Agent performance, contract governance, and service level compliance.
• Promote and lead a strong safety culture within Ground Operations.
• Ensure effective investigation of ground incidents, load discrepancies, and operational irregularities.
• Review significant safety risks and approve mitigation strategies.
• Escalate critical operational risks to the Accountable Manager as required.
• Oversee departmental budgeting, cost control, and financial performance related to Ground Operations.
• Monitor key operational KPIs including safety indicators, On-Time Performance (OTP), and service quality metrics.
• Implement continuous improvement initiatives to enhance operational efficiency and service standards.
• Provide leadership, guidance, and performance oversight to the Manager, Ground Operations.
• Ensure competency development, succession planning, and talent management within the department.
• Foster a culture of accountability, professionalism, and operational excellence.
• Any other duties as may be reasonably assigned by the Accountable Manager.

C. AUTHORITY

• Approve Ground Operations policies, procedures, manuals, and operational standards.
• Make executive-level operational decisions affecting Ground Operations safety and performance.
• Approve Ground Handling Agent selection, performance actions, and contract recommendations.
• Represent the Company in all regulatory and operational matters relating to Ground Operations.
• Allocate departmental resources and approve operational budgets within delegated authority.

D. DELEGATION OF DUTIES

• In the absence of Head, Ground Operations, the responsibilities and duties will be assumed by:
  • Senior Manager, Ground Operations or other designated senior management representative.

E. MINIMUM QUALIFICATIONS

• Degree in any related field.
• Minimum 10 years of working experience in the aviation industry.
• Minimum 8 years’ experience related to airline airport operations/services.
• Minimum 5 years of senior/middle management role in the airline.
• Strong leadership qualities, analytical, problem solving and decision-making skills.
• Strong communication, influencing and negotiation skills.