Supervisor, Cargo Operations - London or Frankfurt

The Supervisor - Cargo Operations will manage all aspects of Cargo operations including freight and mail handling, data entry, scanning, and running.

• Focus on leading and developing the skills of front-line co-workers and vendors with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines


• Ensure consistency on operational, service and product delivery


• Lead performance dialogues with front-line co-workers and vendors to review metrics, performance boards and issues boards


• Develop and support standard work and continuous improvement processes


• Oversee and support the performance of a vendor, team, zone or cell


• Focus on performance issues with the goal of changing co-worker and vendor behavior


• Set expectations with front-line co-workers and vendors and gain their commitment to act in accordance with Company guidelines and union agreements


• Serve as subject matter expert on safety, service and procedures


• Team Leadership Activities


• Engage front-line co-workers and vendors to deliver excellent customer service and an on-time quality product - for example, participate in briefings, and develop team communications


• Engage and recognize external customers


• Monitor front-line co-worker and vendor behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures and standards


• Monitor the performance of the vendor, a team, zone or cell, taking actions as necessary, to ensure daily goals are met


• Assess and delegate the appropriate work tasks to Vendor Management and Service Directors/Leads


• Identify issues and engage in structured problem solving to assist front-line co-workers and vendors in accomplishing work


• Conduct trend analyses, review key metrics and take actions to address items not on track - lead performance dialogues with front-line co-workers and vendors to review metrics, performance boards and issues boards


• Develop and implement standard work and continuous improvement processes


• Set expectations with co-workers and vendors with regard to performance standards including consistent and outstanding delivery of service and product


• Provide front-line co-workers and vendors with regular coaching, feedback and recognition, as appropriate


• Develop skills of front-line co-workers and vendors by coaching on performance, as it relates to customer service and products


• Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts


• Serve as expert on service and procedures


• Performance Management Activities


• Develop actions plans to affect behavior change (e.g. dependability, overall job performance)


• Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently


• Identify, address and issue appropriate and timely corrective action in accordance with guidelines


• Conduct ""routine"" investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues


• Recognize and document excellent performance


• Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United's customers


• Participate in peer, safety and accident review boards


• Confront and address inappropriate behavior and performance issues with specific feedback


• Administrative Activities


• Meet Cargo budget targets


• Manage Cargo Supply inventory and ordering, ULD inventory and supplies, and RFS


• Subrogation Cargo Claims and Fines to the accountable party


• Mitigate Cargo fines


• Maintain the station DRS Page to ensure it is up to date


• Partner with Corporate Real Estate, local airport authorities and building maintenance to manage the Cargo facilities


• Partner with Ground Equipment Maintenance to manage Cargo ground equipment


• Partner with the vendor and IT to ensure vendor has hardware, software and access to UA proprietary systems


• Audit vendor compliance of regulatory policies such as:


• Training


• Safety (OSHA)


• Security (TSA)


• Customs (CBP)


• Government Affairs


• Dangerous Goods (FAA)


• Accounting and Financial Controls (SEC)


• UA defined policy and procedure (FAA)


• Audit vendor contract compliance to ensure the vendor is meeting the work scope of the contract


• Audit vendor performance to ensure defined SLA are being met


• Audit vendor invoices


This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

Required

• Bachelor's degree or equivalent experience


• Relevant work experience in Cargo


• Experience leading and influencing a team and customer service experience


• Strong written and oral communication skills


• Conflict resolution and decision-making, with the ability to lead


• Proficient in IT systems and common software appropriate to workgroup


• Business Acumen/Continuous Improvement


• Customer Focus


• Conflict Resolution


• Accountability


• Teamwork


• Engagement/Motivation


• Safety orientation


• Planning/multi-tasking


• Ability to travel up to 40%


• Must be legally authorized to work in the United Kingdom or Germany for any employer without sponsorship


• Must be fluent in English (written and spoken)


• Must be fluent in German (written and spoken) if hired in Germany


• Successful completion of interview required to meet job qualification


• Reliable, punctual attendance is an essential function of the position


Preferred

• Experience supervising Union personnel
  
  This position could be based in either London-Heathrow Airport, UK or Frankfurt Airport, Germany


We're not just in the business of transporting people. We're also in the business of moving cargo. As a major provider of air freight services, our Cargo team transports everyday electronics and automotive parts, to perishable goods, life-saving organs, vaccines and even baby formula. And in turn, we help keep businesses, communities, and global economies running. With so many career options - from Marketing to Finance, Logistics to Data Analytics, and more - you can build a career within a career and gain exposure to so many areas of our airline's important role in the global supply chain. Join our team and watch your uniquely United career journey unfold.