Balraj Singh Email and Phone Number

- Has the overall responsibility and is accountable for ensuring operations are conducted in accordance with conditions and restrictions of the Air Operator Certificate (AOC), also in compliance with applicable regulations and standards of Ground Team Red Sdn Bhd and customer airline.- Oversee Guest Services, Baggage Services, Special Services, Ramp, Aircraft Handling, Baggage Handling, Load Control and Ground Equipment & Support operation.- Ensure all regulatory requirements established by Civil Aviation Authority of Malaysia are complied with and ensure recommendations by CAAM are efficiently and effectively carried out.- Ensure that all key internal stakeholders are kept fully informed and are suitably represented as required on all issues concerning ground operations. - Lead and manage the company Ground Operations at the nominated base(s) and to deliver targeted performance outcomes in all areas of safety, cost control and operational performance.- Ensure that Ground Operations comply with Acts & Regulations and safety standards at all times.- Manage cost in line with budget and deliver lower cost operational solutions and arrangements with the growth of the company, archiving volume based discounts. - Identify all new opportunities for operational improvement and/or cost savings in the nominated area of responsibility.- Ensure scalable growth for the nominated base(s) in all areas including, but not limited to, the start-up of new operational locations, the increasing of base sizes, alternate and diversion arrangements and close management of any disruption.- Support the Ground Operations team in activities, as required.- Ensure Ground Operations staff complies in accordance with Cash Handling for Ground Operations SOP and Cashiering – Ancillary Income SOP from Finance Department.- Liaise closely with Training Centre in monitoring performance and incorporating new training needs into future programs.

- Ensures operational and financial KPI for line stations are met and to support them in achieving business targets.- Maintain highest level of safety, security and service standards for ground operations across the domestic stations.- Provide managerial and administrative support to station managers.- Ensure and support line stations in achieving station KPI, performance targets, service delivery standards and meeting compliance levels on service, quality and regulatory requirements.- Ensure all personnel at line stations are trained and qualified.- Ensure standardization in process and execution of duties at all line stations.- Ensure all line stations are adequately staffed with manpower.- Drive and continuously monitor innovative solutions for line stations and engage with local airport authorities.- Provide support and coordination to operating departments complimenting operational requirements at line stations.- Maintain and uphold staff discipline and grooming at line stations as per set standards specified in the company requirements.

 Implement reports and dashboards, as required, including designing and creating tools such as templates and diagnosing performance issues Administer station performance and productivity and quality of service to achieve service level agreements with customer airlines. Provide feedback on performance of ground teams and all reports related. Provide analysis to enable fact based decision making. Administer data and propose various solutions to increase efficiency of project teams. Devise and propose policies and strategies for the development of departmental performance matters. Coordinate and facilitate the communication to all staff of performance issues, including the preparation of reports for managers. Coordinate with other relevant department to ensure performance. Advise various Heads of Department of issues arising from performance and service improvement.

 Complete e-Daily Station Report Ensure to submit all relevant investigation report and complaint on time Ensure monitoring staff performance Monitor staff MC / AL / No Show / EL and productivity Check Baywatch and ensure its accuracy Monitor OTP to ensure flights depart on time Brief wheelchair vendor on special handling Disseminate new information to staffs during briefing Update staff on latest ancillary product and push to sell Conduct walkabouts checks to ensure smooth operations at all areas Attend and support staff on guest complaint Practice service recovery - Solve and provide correct information to passenger Issue feedback form as merit and demerit points to staff. Provide corrective measure to improve services Conduct training and show good example to the staff Ensure safety & security at all time Ensure staff have teamwork and communicate well Check email and reply in appropriate time frame. Passenger handling and crisis management ( Flight delays, cancellations) Submit staff overtime claims and attendance report to Administrator by 3rd of everymonth Review contract staff performance for renewal/termination and confirmation Submit staff quarterly appraisals and monitor staff performance ensuring KPI isfollowed.

 Roster & assign staff to their respective flights (counter/gate) Monitor staff grooming Ensure staff report to work on time ( punctuality ) Compile staff annual leave and medical certificates Monitor operations to ensure it is smooth with no mishandling Motivate staff Update staff on new product ( ancillary income ) Compile post departure/arrival documentation Monitor staff carrying out their daily job Support and monitor check-in counter and gate management Check serviceability of equipments at the end of evening shift Monitor GSA assigned to CBTO duties on follow up Monitor staff for fraud cases Check email and reply within appropriate time frame Investigate and compile complaint report Compile weekly CBTO report to be verified by CBTO Duty Executive Attend and monitor cases reported at immigration office

 Follow up on PIR i.e. Tracing, Calling & Updating passengers Ensure correct flight is displayed on FIDS Check BTS report for mishandled cases and follow up on BAH cases Ensure cleanliness and tidiness of work area and store room Check and report to TL/DE for unserviceable PC Ensure check-in counter and gate is tidy Replenish and monitor stationeries, ED cards & etc. Ensure hand over of ED card to SFA Ensure to achieve department KPIs Ensure security questions are asked and be vigilant at all time Ensure to practice safety & security at work place Practice cost conscious Check passengers travel document and to positively identify passengers prior