Duty Manager at United Nigeria Airlines (2 Openings)

United Nigeria Airlines is a wholly owned Nigerian company incorporated under the Companies and Allied Matters Act of 1990 at the Corporate Affairs Commission to offer commercial air transportation services under the trade name United Nigeria.

We are recruiting to fill the position below:

Job Title: Duty Manager

Locations: Abuja and Lagos

Job Summary

• As a Duty Manager, you will play a critical role in overseeing daily airport and flight operations, ensuring everything runs safely, efficiently, and in compliance with aviation regulations.
• The role is both operational and supervisory, often acting as the highest authority on duty during a shift.

Duties / Responsiblities

• Operational Oversight: Supervise all ground and flight-related activities during the shift, including check-in, boarding, baggage handling, and aircraft turnaround.
• Staff Supervision: Manage and coordinate the staff, such as customer service agents, ramp officers, baggage handler and boarding teams.
• Customer Service: Address passenger complaints, resolve escalated issues, and ensure a high standard of service delivery.
• Safety & Compliance: Ensure all operations comply with aviation regulations set by the Nigerian Civil Aviation Authority and international standards (e.g., ICAO, IATA).
• Coordination: Liaise with airport authorities, security agencies, ground handling companies, and other airlines when necessary.
• Reporting: Prepare daily operational reports, incident logs, and aircraft performance summaries.
• Crisis Management: Act as the point of contact during emergencies, coordinating response efforts.

Key Performance Indicators
Operational Efficiency KPIs:

• On-Time Departure (OTP): Percentage of flights departing on schedule
• Turnaround Time (TAT): Time taken from aircraft arrival to departure
• Delay Management: Number of delays attributable to ground operations
• Flight Completion Rate: Percentage of scheduled flights successfully operated

Customer Service KPIs:

• Complaint Resolution Time: Average time taken to resolve escalated issues
• Number of Escalations: Volume of complaints handled at the Duty Manager level
• Service Recovery Effectiveness: Compensation or resolution success rate

Staff & Team Performance KPIs:

• Staff Productivity: Output per shift (e.g., passengers processed per staff)
• Attendance & Punctuality: Staff adherence to schedules
• Team Engagement Level: Internal feedback or surveys from the team

Crisis & Irregular Operations KPIs

• Passenger Handling During Disruptions: Quality of service during delays/cancellations
• Disruption Recovery Time: How quickly normal operations resume after an issue

Required Skills and Competencies
Experience & Qualification:

• Minimum of 3-5+ plus post-qualification experience
• Candidate must possess a first degree in any field

Functional; Knowledgeable in these areas;

• Airline
• Operation management

Organizational:

• Oral / Written Communication
• Presentation Skills
• Organisational / Planning Skills
• Ability to multitask

Knowledge:

• Bachelor’s degree in Marketing, Business Administration, or related field
• Experience in airline or airport operations (typically 3-5+ experience)

Attributes:

• Strong leadership and decision-making ability
• Excellent communication and interpersonal skills
• Problem-solving under pressure
• Knowledge of airline and airport operations
• Conflict resolution and customer handling
• Time management and multitasking.

Application Closing Date
Not Specified. 

How to Apply
Interested and qualified candidates should send their Resume and Cover letter detailing their relevant experience, Location and qualifications to: careers@flyunitednigeria.com using the Job Title as the subject of the mail.