Operations Supervisor

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the 
essential functions.
• Provide leadership and oversight of daily APAC operations across all products (ACES, DPAX, 
Duty Travel, Crisis Management/Emergency Response), coordinating closely with other API 
operations teams globally.
• Lead, coach, and support all APAC operations agents (on-site and remote) to ensure high 
performance, availability, and effective client service.
• Monitor team productivity and service quality across all channels (queues, email, calls, chat), 
including conducting audits and reviewing call recordings to provide feedback and drive 
continuous improvement.
• Establish and maintain effective communication with client operational departments to 
ensure service expectations are met.
• Identify training needs and assist with the development and delivery of training programs to 
maintain high standards of service and compliance.
• Maintain and update operational processes, SOPs, and quality measures, ensuring adherence 
to API and client requirements.
• Review airline relocation requests and monitor weather reports, events calendars, and market 
conditions to proactively support operations.
• Investigate and resolve escalated client or operational issues, ensuring timely and professional 
resolution.
• Maintain a chronological shift log to capture key operational data, including actions requiring 
leadership involvement.
• Follow appropriate reporting and escalation procedures for any technical issues (ACES, DPAX, 
IT systems), tracking outcomes to resolution.
• Monitor Daily Issues Logs (DIL), MCC (MyCrewCare) feedback, and other reporting tools to 
identify trends and recommend improvements.
• Monitor and ensure completion of internal and client reports in line with API policies.
• Collaborate with APAC leadership team and other departments to resolve operational 
challenges.
• Engage and motivate agents by providing statistical feedback and coaching, addressing 
performance issues when necessary.
• Monitor and control departmental expenditures, including ad hoc costs caused by errors or 
discrepancies.
• Review, monitor, and resolve system discrepancies and operational gaps.
• Build and maintain effective relationships with airline clients and suppliers to mitigate 
challenges and strengthen partnerships.
• Responsible for creating and maintaining an effective team roster, ensuring all leave requests 
are managed appropriately to maintain optimal operational coverage.
• Perform other duties as assigned to support API’s operational goals and client commitments.
Competencies
• Proven ability to build strong relationships and foster collaboration within a fast-paced, 
dynamic team environment.
• Strong leadership and interpersonal skills, with the ability to influence and motivate others.
• Solutions-oriented mindset with a strong focus on client needs and service excellence.
• Maintains a positive, proactive attitude and takes ownership of outcomes.
• Highly detail-oriented with exceptional organisational and time management skills.
• Agile problem-solver, able to adapt quickly to changing priorities.
• Skilled in process management and continuous improvement.
• Excellent written and verbal communication skills, with the ability to engage diverse 
stakeholders.
Required Education and Experience
• Bachelor’s degree (or equivalent) preferred.
• Minimum three years’ experience in a call centre, airline operations control centre, API 
Operations Center, or crew scheduling environment preferred.
• Hands-on experience in ACES and DPAX systems highly desirable.
• Strong judgment and decision-making skills, with the ability to weigh risks, costs, and benefits 
and exercise discretion appropriately.
• Advanced critical thinking abilities, using logic, data, and analysis to assess challenges and 
develop effective solutions.
• Strong written communication skills, able to combine data and narrative to produce clear, 
persuasive arguments.
• Demonstrated experience in motivating, developing, and leading individuals and teams to 
achieve organisational goals.
• Exceptional communication skills across verbal, written, and non-verbal modes, with strong 
active listening abilities.
• Proven ability to identify problems, determine root causes, and implement solutions while 
maintaining day-to-day operational continuity.
• Solid technical knowledge and awareness of current trends and developments in airline 
operations or related disciplines.
• Collaborative team builder, with the ability to foster strong internal relationships.
• Proficient in Microsoft Word, Outlook, Excel, Teams, PowerPoint, and Slack.
Position Type and Expected Hours of Work
Unless stated otherwise, this is a permanent full-time position that requires working Monday to Friday, 
including public holidays that fall on your scheduled workdays. The work hours are from 1 PM to 9 PM, 
averaging 38 ordinary hours per week over a 12-month period.
These hours are not fixed and can vary from time to time. Flexibility and availability are required as 
flight operations and job duties demand.
Travel
This position may require some travel, approximately 2-15 days per year