UGANDA AIRLINES

Location: In Uganda

Job Details:

Position: Airport Services Supervisor (2 Positions)

Location: Jomo Kenyatta International Airport (NBO Station)

Department: Ground Operations

Reports to: Station Manager

Job Summary

Reporting to the Station Manager, the Airport Services Supervisor will be responsible for delivering exceptional customer service and ensuring safe, secure, efficient, and seamless airport operations at the Nairobi (NBO) Station.

The role holder will supervise passenger handling activities and Ground Handling Agents (GHA), ensuring strict compliance with Uganda Airlines operational standards, safety and security procedures, and regulatory requirements while delivering excellent customer service and operational efficiency.

Key Duties and Responsibilities

• Maintain a strong safety, security, and service culture at NBO Station.
• Identify, report, and follow up on hazards, incidents, and operational risks.
• Supervise daily passenger services operations in line with Service Level Agreements (SLAs).
• Ensure smooth passenger handling for departures, arrivals, and transfers.
• Coordinate with airport authorities, service providers, and stakeholders for efficient operations.
• Ensure full compliance with safety, security, and operational procedures.
• Monitor on-time performance (OTP) and baggage delivery standards.
• Oversee accurate flight reconciliation and post-flight documentation.
• Drive ancillary revenue collection (excess baggage and other applicable charges).
• Conduct regular quality checks to ensure compliance with standards.
• Lead, supervise, and develop Passenger Service Agents and GHA teams.
• Ensure discipline, grooming, and service standards are maintained.
• Allocate duties and resources effectively in coordination with the Station Manager.
• Ensure availability and functionality of operational systems and equipment.
• Oversee document verification processes to mitigate operational risk.
• Complete post-flight processes including TLS and flight file reconciliation.
• Manage mishandled baggage cases (AHL/OHD) and ensure timely resolution.
• Promote cost control and operational efficiency.
• Perform any other duties as assigned.

Minimum Qualifications and Experience

• Bachelor’s degree in aviation management, Business Administration, or related field.
• 3–5 years’ experience in airline passenger services or airport operations.
• Supervisory experience in ground handling or airline operations preferred.
• Strong knowledge of airport operations, safety, and security standards.
• Experience working with GHAs and multi-stakeholder airport environments.

Eligibility Requirement

• Must be a Kenyan resident or legally eligible to work in Kenya.

Key Competencies

• Strong leadership and people management skills
• Excellent customer service orientation
• High integrity and professionalism
• Ability to work under pressure in a fast-paced environment
• Strong communication and coordination skills
• Attention to detail and operational discipline

• Maintain a strong safety, security, and service culture at NBO Station.
• Identify, report, and follow up on hazards, incidents, and operational risks.
• Supervise daily passenger services operations in line with Service Level Agreements (SLAs).
• Ensure smooth passenger handling for departures, arrivals, and transfers.
• Coordinate with airport authorities, service providers, and stakeholders for efficient operations.
• Ensure full compliance with safety, security, and operational procedures.
• Monitor on-time performance (OTP) and baggage delivery standards.
• Oversee accurate flight reconciliation and post-flight documentation.
• Drive ancillary revenue collection (excess baggage and other applicable charges).
• Conduct regular quality checks to ensure compliance with standards.
• Lead, supervise, and develop Passenger Service Agents and GHA teams.
• Ensure discipline, grooming, and service standards are maintained.
• Allocate duties and resources effectively in coordination with the Station Manager.
• Ensure availability and functionality of operational systems and equipment.
• Oversee document verification processes to mitigate operational risk.
• Complete post-flight processes including TLS and flight file reconciliation.
• Manage mishandled baggage cases (AHL/OHD) and ensure timely resolution.
• Promote cost control and operational efficiency.
• Perform any other duties as assigned.

• Strong leadership and people management skills
• Excellent customer service orientation
• High integrity and professionalism
• Ability to work under pressure in a fast-paced environment
• Strong communication and coordination skills
• Attention to detail and operational discipline

• Bachelor’s degree in aviation management, Business Administration, or related field.
• 3–5 years’ experience in airline passenger services or airport operations.
• Supervisory experience in ground handling or airline operations preferred.
• Strong knowledge of airport operations, safety, and security standards.
• Experience working with GHAs and multi-stakeholder airport environments.