Job description
Join Changi Airport Group as a Terminal Duty Manager, overseeing the day-to-day operations of our high-traffic passenger terminal. You will lead a diverse team to deliver safe, secure, and seamless travel experiences across check-in, security, boarding, and baggage handling within Singapore's world-renowned airport hub.
As a key operational leader, you will monitor service levels, manage staffing, and coordinate with security, concessions, IT, and vendor partners to ensure exceptional passenger flow and service delivery. You will champion safety and regulatory compliance, drive continuous improvement, and use data to optimize performance across shifts and all service touchpoints.
At Changi Airport Group, you will shape a culture of service excellence, empower frontline teams, and partner with stakeholders to implement innovative solutions that enhance efficiency and accessibility. This role offers a clear path for career growth within one of Asia's most iconic airports while contributing to Singapore's role as a global travel hub.
Responsibility
- Lead daily terminal operations to ensure safe, secure, and seamless passenger flow across all touchpoints.
- Manage a team of supervisors and frontline staff, driving performance, coaching, scheduling, and succession planning.
- Monitor service levels and KPI indicators such as on-time performance, baggage handling, queue wait times, and passenger satisfaction, and implement continuous improvement initiatives.
- Ensure compliance with aviation safety, security, and regulatory standards; oversee incident reporting and corrective actions.
- Collaborate with airport operations, security, concessions, IT, and vendor partners to optimize terminal services and facilities.
- Oversee customer service excellence at information desks, wayfinding, accessibility services, and multilingual support.
- Lead crisis management and emergency response drills, coordinating with internal teams and local authorities as required.
Qualification
- Bachelor’s degree in Hospitality, Operations Management, Aviation Management, or a related field (or equivalent professional experience).
- Minimum 5-7 years of operations leadership experience in airport, hospitality, or large-scale facility environments; prior terminal management is preferred.
- Strong leadership, communication, and decision-making skills; proven ability to lead diverse teams in a fast-paced setting.
- Solid knowledge of safety, security, and regulatory requirements affecting airport operations (ICAO, IATA, local authorities).
- Experience with vendor management, contract compliance, budgeting, and resource optimization.
- Proficiency with operational software, data analytics, and MS Office; data-driven approach to improving KPIs and passenger experience.
- Customer service orientation with the ability to handle escalations and maintain composure under pressure; fluency in English; additional languages are a plus.