JOB PURPOSE
Senior Manager, AOCC Operations oversees the AOCC as the airport’s central hub for operational coordination, decision support, disruption management, stakeholder collaboration, and operational readiness, ensuring safe, efficient, and resilient airport operations.
KEY ACCOUNTABILITIES
- AOCC Leadership, Operational Coordination & Airport Performance
- Lead the Airport Operations Control Centre (AOCC) as the airport's central function for operational coordination, situational awareness and integrated operational control.
- Develop and implement the AOCC operating model, governance framework, SOPs and coordination processes appropriate to the APEC Phase operating model.
- Establish collaborative operational decision-making mechanisms to enable effective coordination among airport stakeholders during routine and disrupted operations.
- Lead AOCC Operations and Passenger Services, establishing operational performance objectives, service standards and KPIs to enhance airport efficiency and passenger experience.
- Establish and maintain LoAs, SOPs and operational coordination protocols with VATM, Airport Authority, A08, airlines, ground handling providers and other stakeholders, ensuring clearly defined responsibilities and effective inter-agency coordination.
- Operational Resilience, Disruption Management & Airport Readiness
- Maintain airport-wide operational situational awareness and lead coordination of IRROPs, operational disruptions, recovery activities and passenger impacts.
- Lead airport operational coordination during major events, significant disruptions and emergencies in accordance with the Airport Emergency Plan (AEP).
- Develop and maintain contingency plans, business continuity arrangements, operational recovery procedures and disruption management frameworks, including LVP and NOTAM coordination arrangements.
- Lead operational readiness, ORAT and airport mobilisation activities to support safe airport opening and transition into live operations.
- Lead post-event reviews, lessons learned and corrective action implementation to strengthen operational resilience and airport readiness.
- Stakeholder Management, Passenger Services & AOCC Development
- Develop effective working relationships with airlines, government authorities, service providers and airport stakeholders to support integrated airport operations.
- Lead Passenger Services activities, ensuring passenger welfare, service recovery, customer service delivery and terminal passenger experience during routine and disrupted operations.
- Establish and monitor service quality standards, customer satisfaction targets and passenger welfare benchmarks aligned with GBIA's premium hospitality positioning.
- Champion effective use of AOCC systems, AODB, RMS and operational reporting tools to strengthen operational control, situational awareness and decision-making.
- Lead, coach and develop AOCC and Passenger Services teams through workforce planning, competency frameworks, training and succession planning, while supporting future AOCC capability development.
JOB REQUIREMENTS
- Qualifications
- Bachelor's Degree in Aviation Management, Airport Operations, Air Transport Management, Business Management or a related discipline.
- Work Experience
- Minimum 10 years of experience in airport operations within a complex airport environment.
- Minimum 5 years of leadership experience managing airport operational teams, airport control centres or similar operational functions.
- Demonstrated experience leading operational coordination, disruption management, contingency planning and airport operational control activities.
- Experience developing operational coordination frameworks, collaborative operational decision-making processes or A-CDM principles appropriate to the scale and maturity of airport operations; experience in ORAT, mobilisation or airport start-up operations is highly desirable.
- Strong understanding of airport, airline, airfield and terminal operations, with demonstrated experience engaging regulators, airlines, government agencies and other operational stakeholders.
- Certifications & Licenses
- Airport Operations, Aviation Management or Operational Control qualification preferred.
- Incident Command System (ICS) and Airport Emergency Plan (AEP) Incident Management training.
- Project Management qualification desirable.