As FBO (Fixed Base Operation) Senior Manager you will be responsible for managing a small team who carry out a high level of customer service for our customers while managing the arrival, departure and turnaround of Corporate aircraft at Cairns Airport. The role also involves continuous training and development of operations and staff.

People Management

• Motivate and appraise high performance of staff
• Planning and managing rosters for all staff including casual employees
• Maintain calm and professional manner in high pressure situations
• Provide and receive stakeholder and customer feedback
• Prioritise tasks and effectively manage time to ensure the highest levels of productivity
• Carry out risk assessment and analysis of any new work to be undertaken of existing and new projects
• Provide training and supervision to staff as required

Business Development

• Develop new business opportunities in conjunction with the Director National FBO to deliver on agreed Business Development Plan and targets
• Drive spaneting campaigns locally and update CRM system & Aircraft Database with details of aircraft, customers, pilots, owners, suppliers, etc.
• Work with the Airport Authority and other key stakeholders to ensure maximum exposure of the FBO and promote business opportunities
• Identify business opportunities and drive traffic to global locations for Jet Aviation
• Develop and publish instructions and procedures to supplement the FBO suite of manuals.

Customer Service

• Deliver the highest level of customer service at all times to all customers, suppliers and partners
• Ensure the FBO facility is clean and maintained to an exceptional standard at all times
• Work with external suppliers to ensure efficient delivery of services to meet customer expectations within agreed budget
• Communicate effectively with customers, suppliers, partners and stakeholders.

Administration & Operations

• Ensure compliance with Jet Aviation WHS&E policies and procedures and any other regulatory requirements to meet audit and ISBAH standards
• Comply with FBO Operations suite of Manuals in all respects of the operation
• Provide input into company procedures for continuous improvement
• Ensure that all systems and paperwork are meticulous and the operation complies with operating standards
• Ensure 3rd party services are booked and arranged in advance of the movement (minimum 48 hours)
• Carry out movements promptly and efficiently to a high level of satisfaction for the crew and passengers
• Provide full operational support for all types of aircraft including ramp duties: marshalling, baggage handling, waste removal, water and toilet services using supplied equipment where applicable, towing, stair, conveyor belts, etc. 
• Ensure all movements are recorded in FBO One promptly and accurately
• Continuous upsell and promoting of Jet Aviation services 
• Develop cost efficient roster models and manage the approval of staff rostered hours
• Achieve agreed financial targets and service standards as defined for the local FBO operation
• Timely production of management reports
• Work with Director National FBO to establish cost effective supplier arrangements in the location. Ensure supplier costs are known promptly at the time of the movement or received shortly after the movement for processing
• Travel to other FBO locations to provide back-up and support as required or to be involved in conference, events and training
• Be on-call as required outside operational hours including receiving phone calls, emails and call ins for last minute flights.

Training Coordinator

• Lead development and enhancement of the FBO Training Manual in conjunction with National Training Manager and Director National FBO
• Maintain training records for all staff
• Deliver training as and when required locally and across JAUS FBO’s when required
• Supervise GSE inductions and maintenance, ramp safety, systems, protocol training and location specific data
• Tooling checks, visual inspections and scheduling the service dates for any service requirements
• Completion of company induction for new staff.

• Aviation industry background is preferred
• An understanding of general aviation and corporate aviation would be beneficial.
• Experience in a customer service environment
• Previous manager experience
• Previous people management experience
• Ability to work flexible schedules and in various weather conditions as well as meeting minimum physical requirements of the job
• Excellent time management skills
• Ability to meet critical deadlines
• Excellent communications, customer service and people skills 
• Customer service and safety focused 
• Able to work on multiple tasks simultaneously.

• Have legal working rights in Australia
• Be able to hold or obtain an Aviation Security Identity Card (ASIC)
• Drivers licence (Manual) essential. 

In return, Jet Aviation can provide:

• A rewarding career with in-depth on the job training
• Close knit friendly team environment
• Annual Flu Vaccination program
• Employee Assistance Program
• Global opportunities