Service Branding and Coaching
Develop strategies to enhance the organisation’s service brand and value proposition
Type
Functional
Competency Area
Customer Experience
Levels
Implement the organisation’s service brand instructions
Organisation’s service brand
Organisation’s service brand guidelines
Methods to implement the organisation’s service brand guidelines
Process to analyse impact of service brand guidelines
Monitor Unit Load Devices (ULDs) operations
Monitor loading and shipments of ULDs based on Service Level Agreements (SLAs)
Verify marking and labelling on ULDs
Calculate ULDs gross weight and actual cargo weight
Prepare and complete ULDs document tags
Transmit completed ULDs data for load planning
Ensure appropriate methods are applied to ULDs which require special handling
Ensure alignment with the organisation’s service strategies
Implement service brand guidelines
Analyse impact of service brand guidelines to ensure alignment with the organisation’s service standards
Gather data related to service brand guidelines
Ascertain gaps by comparing data collected against organisation’s service standards and service brand guidelines
Implement corrective actions to enhance the performance of service brand guidelines
Oversee Unit Load Devices (ULDs) operations
Supervise day-to-day operations to ensure safe and efficient handling of ULDs in line with SOPs
Oversee the on-time release of ULDs in accordance with Service Level Agreements (SLAs)
Administer corrective actions for ULDs which are denied boarding or offloaded from aircraft
Drive service branding initiative
Develop an appreciation for the service brand as a competitive advantage for the organisation
Establish strategies to champion the adoption of the service brand
Evaluate the impact of service branding initiatives on the organisation
Implement strategies to mitigate risks
Leverage on industry best practices and standards to develop SOPs for ULDs management
Review discrepancies in ULDs data and document tags
Develop plans to address safety breaches in ULDs operations
Implement strategies to mitigate risks of ULDs being offloaded and returned to ground handling organisations
Develop strategies to optimise the utilisation of Unit Loading Devices (ULDs)
Determine the impact of changes in regulations on ULDs operations
Investigate aircraft damages arising from improper ULDs build-up and loading
Develop strategies to mitigate misuse, theft and damage of ULDs
Define processes and procedures for ULDs operations activities
Propose enhancements to ramp operations to load ULDs