Baggage Performance Manager

Job description

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 65 countries, 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 r...