INTERNAL: Backup Duty Manager - Cape Town Airport -x2

This opportunity is only available for internal applicants.

We have 2x opportunities available as Backup Duty Managers in the Ground Operations Cape Town team.

Job Purpose

The Backup Duty Manager is responsible for guiding, mentoring and leading the Ground Support team in the absence of the Duty Manager to ensure the effective and smooth operation of the department and to assist the Airport Manager with day‐to‐day operations ensuring operational excellence, highest safety standards, and exceptional levels of customer service in line with Aviation Regulations, Company Policies and Procedures.

Key Responsibilities

• Lead a team of Ground Team Agents, AMCs and TRCs to deliver exceptional levels of operational excellence and customer service by guiding, directing, empowering, and coaching each team member in line with aviation regulations, Company processes, procedures, quality and safety standards and turnaround times ensuring a fun, positive and inclusive work environment where everyone is a strong brand ambassador.
• Plan, manage, and manage work schedules, attendance, and overtime,  in line with business needs and effectively manage any issues that may arise in line with Company policies and relevant legislation, escalating where necessary.  
• Drive operational excellence and maintain a high on-time performance standard, ensuring day-to-day tasks which include but are not limited to stock control, reporting, attending meetings and required training, are completed timeously and any issues are resolved promptly through effective problem-solving and communication with the relevant individuals.  
• Act as the first point of escalation from the Ground Team Agents, AMCs and TRCs, escalating where necessary to the Airport Manager if further assistance is needed.
• Take responsibility for continuous improvement of customer service delivery, driving real-time feedback, creating opportunities for learning and building a culture of creating exceptional customer experiences. 
• Identify opportunities for improvement and recommend solutions for optimisation and continual improvement ensuring operational excellence at all times.  
• Ad hoc responsibilities and projects to ensure the effective and smooth operation of the department.

Key Requirements

Must be currently employed in the Ground Operations Cape Town team (Essential)

Qualifications

• Grade 12 (Essential)
• Tertiary qualification in business management, travel and tourism or similar (Desirable)

Experience 

• Demonstration of the ability to lead, motivate and inspire others to achieve desired results (Essential)
• Track record of delivering operational excellence in an airport environment (Essential)
• Track record of delivering exceptional levels of customer service (Essential)
• Experience working on airline reservations, DCS and airport-integrated systems such as INK DCS, AeroCrS, SITA Cute and World Tracer (Desirable)
• Experience in the aviation industry (Essential)

Knowledge

• Knowledge of Company policies, procedures and aviation regulations.
• Understanding of South African labour legislation.

Skills 

• Strong computer skills with a working knowledge of Google Suite.
• Excellent English communication skills, both verbal and written.
• Attention to detail.
• Ability to initiate action, take ownership and influence others through direction, inspiration, and motivation toward attaining company objectives.  
• Ability to positively motivate and engage team members to optimise their performance, maximise their productivity, and develop professionally in a safe and inclusive work environment.  
• Ability to structure and coordinate work for yourself and others into meaningful milestones and utilise resources effectively accurately estimating the time and effort required to complete tasks.
• Ability to build mutually beneficial relationships based on trust with the ability to collaborate with others at all levels.
• Ability to ensure specific quality measures are in place through a process of testing, evaluation and upskilling where required.
• Ability to resolve conflict in a way that minimises the negative aspects and maximises the positive aspects of conflict.
• Ability to work through challenges and identify appropriate solutions through understanding the cause of the challenge and its implications, and by considering alternative solutions. 
• Ability to be agile and flexible, adapting to change positively.
• Strong sense of integrity, discipline, and work ethic by establishing effective habits and practices that enable productivity and delivery within agreed timeframes.
• Ability to follow and comply with instructions and procedures.

Competencies

• Communication
• Conflict Management
• Customer Obsession
• Decision Making
• Integrity and Confidentiality
• Leadership
• Motivate and Inspire
• Coach and Empower
• People Management
• Planning and Organising
• Problem-Solving
• Takes Initiative
• Relationship Management

Closing Date

The closing date for applications is midday Wednesday 18th November 2026.