Baggage Performance Manager

Overview People. Passion. Pride. This is what has driven our teams since 1833. Since that time, we have developed to become a critical partner in the global aviation industry, delivering time‑critical logistics services at over 300 locations in 65countries, across 6 continents. But at the heart of our business is our people. Role Purpose The Baggage Performance Manager is responsible for overseeing the end‑to‑end performance of mishandled baggage reporting processes within airline or airport operations. This role ensures timely, accurate, and customer‑focused handling of baggage irregularities, while driving continuous improvement in reporting accuracy, resolution time, and customer satisfaction. What You Will Be Doing Monitor and analyze mishandled baggage reports (MBRs) to ensure accuracy, completeness, and compliance with company and regulatory standards Track key performance indicators (KPIs) such as reporting timeliness, tracing success rates, and resolution turnaround times Identify trends, root causes, and operational gaps contributing to baggage mishandling Collaborate with airport operations, baggage services, and customer service teams to improve processes and reduce incidents Lead performance reviews and provide actionable insights to senior management Develop and implement strategies to enhance reporting efficiency and customer experience Ensure proper use of baggage tracking systems (e.g., WorldTracer or equivalent platforms) Train and support frontline staff on best practices for accurate and efficient report handling Manage escalations and ensure prompt resolution of high‑priority or sensitive cases Maintain compliance with airline policies, aviation regulations, and data privacy requirements Safety, Security, Well‑being and Compliance You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and well‑being of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. Risks such as misuse of alcohol and drugs are prohibited; the company conducts regular testing to enforce its Substance Misuse Policy. What We Are Looking For Bachelor’s degree in aviation management, Business Administration, Operations Management, or related field (or equivalent experience) 5+ years of experience in airline operations, baggage services, or performance management Strong analytical skills with experience interpreting operational data and KPIs Familiarity with baggage tracking systems (e.g., WorldTracer) Excellent problem‑solving and decision‑making abilities Strong communication and stakeholder management skills Ability to work in a fast‑paced, operational environment Key Performance Indicators Reduction in mishandled baggage rate Accuracy and completeness of MBR entries Average resolution time for baggage claims Customer satisfaction scores related to baggage services Compliance with reporting and operational standards Diversity and Inclusion Menzies Aviation is a committed equal‑opportunity employer and encourages applications from qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment where all perspectives are represented and valued. #J-18808-Ljbffr