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Job Description

Job title: Duty Manager
Department: Grounds Operations

Reports to: Station Manager

Effective Date: TBA

Location: Lagos & Abuja

Date: 07/05/2026

Job Summary:
As a Duty Manager, you will play a critical role in overseeing daily airport and flight operations, ensuring everything runs safely, efficiently, and in compliance with aviation regulations. The role is both operational and supervisory, often acting as the highest authority on duty during a shift.

Duties/Responsiblities:
Duties and Responsibilities:



· Operational Oversight: Supervise all ground and flight-related activities during the shift, including check-in, boarding, baggage handling, and aircraft turnaround.

Staff Supervision: Manage and coordinate the staff, such as customer service agents, ramp officers, baggage handler and boarding teams.
Customer Service: Address passenger complaints, resolve escalated issues, and ensure a high standard of service delivery.
Safety & Compliance: Ensure all operations comply with aviation regulations set by the Nigerian Civil Aviation Authority and international standards (e.g., ICAO, IATA).
Coordination: Liaise with airport authorities, security agencies, ground handling companies, and other airlines when necessary.
Reporting: Prepare daily operational reports, incident logs, and aircraft performance summaries.
Crisis Management: Act as the point of contact during emergencies, coordinating response efforts.

Key Performance Indicators:



1. Operational Efficiency KPIs

· On-Time Departure (OTP): Percentage of flights departing on schedule

· Turnaround Time (TAT): Time taken from aircraft arrival to departure

· Delay Management: Number of delays attributable to ground operations

· Flight Completion Rate: Percentage of scheduled flights successfully operated

2. Customer Service KPIs

· Complaint Resolution Time: Average time taken to resolve escalated issues

· Number of Escalations: Volume of complaints handled at the Duty Manager level

· Service Recovery Effectiveness: Compensation or resolution success rate

3. Staff & Team Performance KPIs

· Staff Productivity: Output per shift (e.g., passengers processed per staff)

· Attendance & Punctuality: Staff adherence to schedules

· Team Engagement Level: Internal feedback or surveys from the team

4. Crisis & Irregular Operations KPIs

· Passenger Handling During Disruptions: Quality of service during delays/cancellations

· Disruption Recovery Time: How quickly normal operations resume after an issue

Requirements

Required Skills and Competencies
Functional

Knowledgeable in these areas



Airline
Operation management
Organizational



Oral / Written Communication
Presentation Skills
Organisational / Planning Skills
Ability to multitask
Knowledge

Bachelor’s degree in Marketing, Business Administration, or related field
Experience in airline or airport operations (typically 3-5+ experience)
Attributes
Strong leadership and decision-making ability
Excellent communication and interpersonal skills
Problem-solving under pressure
Knowledge of airline and airport operations
Conflict resolution and customer handling
Time management and multitasking
Experience & Qualification
Minimum of 3-5+ plus post-qualification experience
Candidate must possess a first degree in any field

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