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Administrative Assistant – Ground Operations Department

Job details

Employment type: full-time



Purpose of the job

  • To assist Ground Operations through the processing of reports, through the procurement process for Ground Operations, presentation material and correspondence. She/he is involved in the administration and updating of relevant manuals in order to be compliant with the regulations laid down by the BCAA.
  • The scope of the function includes operational customer support.

Main activities and responsibilities

Operation customer support
  • In charge of collecting and dealing all passenger’s special request (SSR) such as: oversized luggage, sport equipment, dangerous good transportation, fire arms transportation, animal transportation, UMNR, PRM, Medical Case (in close collaboration with the reference doctor of Air Belgium), ...
  • Confirm the above SSR in the PNR of the passenger.
  • Find out the root cause for any passenger claim involving ground operations (seat assignment, ancillary service paid but notgranted…).
  • Coordinate the baggage repairs with the subcontractor.
  • Coordinate the baggage tracing with the subcontractor.
  • Coordinate the baggage litigation with legal department.
Administrative support
  • Assist the Ground Operations post holder in preparation of manuals (i.e. Ground Operations Manual, Ground Operations procedures & Weight and Balance) and co-ordinate distribution to parties so that all handling staff and Service Delivery Manager receive information in a timely manner and thus ensure safe handling practices are performed on Air Belgium aircraft.
  • Assist in the follow-up of ground operations incidents, liaise with 3rd party to collect relevant and requested information enabling the management to take adequate corrective actions.
  • Arrange and follow-up HOTAC/travel organisation for Ground Operations Staff or others participating in Ground Ops sponsored activities and submitting these arrangements to relevant parties.
  • Provide administrative support to department in the form of maintaining filing system, preparation and submission of expense forms, compiling and submitting duty times.
  • To convey all incoming messages / information to the relevant recipient during their absence to ensure smooth and timely communication.
  • Compile information and data and incorporate into presentable format for the purpose of presenting reports for the department.
  • To co-ordinate activities of department staff by maintaining their work calendars in order to avoid scheduling conflicts so that all members can fulfil their operational obligations.
  • Update and maintain training records of ground operations staff so that all interested parties are aware of qualification.
  • Create and update KPIs for the Ground Operations Director.
  • Ensure all stations are properly equipped with Air Belgium supplies (UMs pouch, Manual Check-In Kit, Vouchers, Labels…).
  • Critically evaluate all procurement requests.
  • Validate that the procurement process is followed correctly.
  • Manage contracts through their life-cycle.
  • Support Ground Operations department and other stakeholders in ongoing supplier management of contracts.
  • Coordinate warranty claims and disputes between Ground Operations department and other stakeholders and suppliers and obtain compensation, if contractual terms & conditions are not fulfilled.
  • Review overall supplier performance and contract savings.
  • Manage supplier performance by reviewing supplier performance reports in conjunction with stakeholders and by organizing regular service/performance review meetings with suppliers and business owners.
  • Set and monitor budget and savings together with the Ground Operations Director.

Profile requirements

  • Any other duties that aim to the achievement of the department objectives within individual competences.
  • Display a positive, open and cooperative behavior in order to facilitate a good relationship inside and outside the department, avoid and help solve conflicts.
  • Comply with Company policies, values and ethics.
  • Comply with local, national legislations and health & safety standards.
  • Report to hierarchy any hazards, non-compliances and risks whether to employees or to the company.
  • Capacity to remain very discreet and as certain confidentiality while handling sensitive subject.
  • Ability to work under pressure and multi-tasking.
Requirements and qualifications
  • Minimum of 2 years’ experience in aviation and/or Travel Agency.
  • Understanding of airport and airline ground operations.
  • Good knowledge of IATA SGHA.
  • Computer literate.
  • Excellent command of the English language.
  • Excellent communication skills.
  • Good knowledge on Dangerous Good Regulation and/or aviation security (AVSEC) is an asset.
  • Knowledge of reservation system and/or Departure Control System is an asset.

Interested? Please send your application to  [email protected] mentioning “GopsOff001” in the subject of your email.