Head of Passenger Services


If you are looking for a challenge in a rapid environment in the aviation services industry and are motivated to work in a multicultural company and a position that allows you to put your ideas into practice, this will be an excellent opportunity for you.

Swissport Kenya Limited is recruiting for the position of Head of Passenger Services, reporting to the Chief Executive Officer, based at Jomo Kenyatta International Airport.

We are seeking a professional with a proven track record in leading, planning and managing all operational activities associated with passenger service handling. An individual with extensive experience in managing teams in customer service and handling customer airlines contracts.


Full responsibility for delivering effective passenger services solutions to our customer airlines according to the agreed contract and Service Level Agreements (SLA)
Meet with customers on a regular basis to get feedback and monitor satisfaction levels
Review new airline and vendor contracts as needed and follow up with appropriate action
Build and maintain relationships with key stakeholders (internal & external)
Ensure strict compliance with all international and local government/statutory requirements regarding aviation and passenger handling
Develop and implement new /amended local procedures where appropriate for any new processes/changes which conform to Swissport Standard operating procedure
Review key performance indicators (KPI’s) and take necessary actions to meet needs
Prepare operating budgets, resources plan (manpower, equipment and facilities), training plan and reports to deliver the organization strategy and plans
Monitor and analyze the Profit and Loss (P&L) statements for any variances and take appropriate action
Lead, motivate and manage staff to deliver the agreed performance objectives and standards.
Develop, maintain and own business line’s talent mapping and succession plans.
Implement, maintain and closely supervise all safety and security measures related to people, equipment, facilities and aircraft involved in the operation.
Manage contracted services providers (security, cleaning, porters, staff transport, drivers) towards ensuring that Swissport standards are upheld and that performance is in line with Standard Level Agreements.

Bachelor’s Degree or higher
Minimum of 5 years’ Senior leadership experience in the aviation industry
Customer focus and quality awareness
Strategic Orientation and Business acumen
Result orientation
Excellent Communication skills
Leadership and People management experience
Ability to work under pressure


Click “APPLY FOR JOB” button above to apply for this job.
Application letter and CV ONLY clearly indicating position applied for should be forwarded via addressed to: The Manager, Human Resource

Swissport as an equal opportunity employer bases its hiring decisions on the business need and the best qualified candidates available, and does not discriminate in its employment decisions on the basis of any protected category.

Closing Date: September 17, 2021

About Swissport

THE SWISSPORT PROFILE Swissport is the world's largest provider of ground and cargo handling services in the aviation industry. The company provides services on behalf of some 835 client-companies and handles around 230 million passengers and 3.9 million flights (movements) per year. The company operates around 120 warehouses and moves approx. 4.1 million tonnes of cargo. With a workforce of around 61,000 personnel, Swissport is active at more than 280 stations in 48 countries across five continents, and generates annual consolidated operating revenue of CHF 3.0 billion. MISSION STATEMENT: To provide the aviation industry with consistent and tailor- made solutions around the globe, for a better customer experience. In order to achieve the goal of our mission, Swissport is focused on consolidating and strengthening our market position to ensure we are constantly driving industry innovation in key areas such as service, quality and reliability. Swissport is a people-focused organisation - without our people we simply cannot meet our goals and achieve our vision. As such, we focus on the principles of sustainability and compliance, living by the "Three Ps”: People Professionalism Partnership The ongoing professional development of the people within the Swissport family ensures that: We show respect towards our people and their values; we do not compromise on safety and work with enthusiasm and enjoyment. We are pioneers; working constantly on achieving sustainable results, we creatively explore new options and improved solutions. Continually striving to exceed the expectations of our clients and our commitments, we deliver excellent service; in any place at any time. GEOGRAPHICAL SCOPE OF OPERATIONS Swissport currently operates in 48 countries. BUSINESS POLICY Swissport is recognized as the benchmark in terms of value for money, customer dedication, and cost management. The company has established a global reputation for being a valued business partner, not only because of its financial resources and modern ground support equipment, but also due to its intangible assets, particularly management expertise and a brand name that stands for superior quality.