上海招聘

职位描述：
Nature and aim of the position
？Ensure inside the area of responsibility (country or area of the country) RO’s and Agents work in accordance with the company guidelines / policies and budget (KPIs), including keeping relations with the operational officers of airport/customs and cash management

Main duties
？Develop relationship to airport and customs authorities (operational level)
？Staff planning (shift), salary and bonus system together with responsible Area Refund Manager.
？Lead, inform, control and motivate Agents/ staff in compliance with appropriate labour law.
？Reporting of key figures to responsible Area Refund Manager.
？Monitoring of RO / Agent performance together with responsible Area Refund Manager.
？Implement and follow the yearly operational targets, refund mistake controls, Fex and other targets including refund quality and customer satisfaction
？Develop and implement the yearly marketing activity targets with the responsible Refund Manager (signage, leaflets, customer comment cards).
？Fraud Prevention and security implementation together with local Security Manager or the International Security Manager.
？Responsible for the application of the RO guidelines (internal audited)

Main areas of responsibility
？Responsibility for own RO & Agents in the area of responsibility
？Responsibility for observing policies and procedures.
？Regular contacts and visit to Agents
？Ongoing training of own, Agents, customs and airline staff
？Required to wear uniform within the airport premises

The areas of responsibility can be extended or changed after arrangement.

Relates to/cooperates with
？Country Manager
？Other refund operators and managers of the area
？Agent Management
？Customs
？Airport Authorities
？VP Refund Operations (specific platforms and projects, extended initiatives)
？Quality Manager

Background and education
？Leadership experiences.
？Specific airport environment experience

Specific skills and knowledge
？Good English knowledge and preferably another prime language (Chinese, Russian)
？Strong capacity to manage and motivate people
？Strong communication / organisational skills
？Flexible and team player
？Good ability to work under stress

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