Hub Control Center Manager (HCC)
About Brussels Airlines
Brussels Airlines, part of the Lufthansa Group, is the national airline of Belgium with its home base at Brussels Airport.
Our mission is to be the most reliable airline, making everyone feel at home.
We are passionate about what we do, whether it’s on board, in an office, in the hangar or at an airport. Our people are recognized for always going above and beyond and for constantly challenging themselves.
Purpose of the position
Organize and follow up operational activities, processes and people management within a field of Ground Operations (Airport Ticketing, APOC Hub Control Center (HCC), Passenger Recovery Center (PRC), Medical Services & Staff Travel) in order to guarantee operational objectives. As a Hub Operations Manager (Ticketing & IRROPS), you ensure a smooth coordination of daily operations, irregularity management, regulatory compliance and high customer experience for Brussels Airlines.
Next to this, you are responsible for the coordination of the Medical Services and Staff Travel department.
Key Tasks
- Comprehensive Hub Operations Management
- Manage and optimise day-to-day hub activities to achieve timely departures and arrivals, focusing on On-Time Performance (OTP) and Net Promoter Score (NPS).
- Foster strong working relationships with stakeholders to ensure alignment with Brussels Airlines objectives and standards.
- Drive technology adaptation to enhance operational efficiency and customer experience.
- Facilitate Interdepartmental collaboration
- Foster effective communication and collaboration among various departments including OCC, Flight Operations, Passenger Services and Customer Relations to streamline operations and enhance the overall hub experience.
- Customer Experience and Ancillary Revenue
- Hold responsibility for delivering high standard customer experience.
- Accountable for all streams of ancillary collection activities to maximise revenue opportunities and enhance customer satisfaction.
- Stakeholder Engagement and Relationship Management
- Cultivate strong relationships with airline partners, stakeholders, and regulatory authorities, representing the airline's interests and addressing operational challenges collaboratively.
- Enhance operational collaboration for seamless transfer and interline services with Star Alliance and other interline partners to ensure a smooth and efficient travel experience for passengers.
- Emergency Response and Crisis Management
- Implement effective emergency response plans and protocols to promptly address emergencies and unforeseen situations, minimizing disruptions and ensuring passengers and bags safety.
- Data Analysis and Performance Evaluation
- Utilise data analysis tools to assess operational performance, identify trends, and generate actionable insights for senior management to support decision-making and continuous improvement initiatives
- Project and continuous improvement management
- Initiate and support continuous improvement and introduction of projects in a dynamic operational and changing environment. Represent Brussels Airlines in the broad airport community.
- People Management: Act as a strong people leader by coordinating the overall human resources management linked to the HCC/PRC, MEDA and Staff Travel departement
Your Profile
Diploma
- Master degree in economics or equivalent by experience
- 5 years of relevant experience within an operational environment and leadership position
Technical Skills
- Tertiary education preferable with strong people management experience and ability to work with people
- Excellent communication skills and interpersonal skills, with proficiency in Dutch, English and French preferred
- Proficiency in data analysis tools and technology adaptation.
- Experience in airport operations and management, preferably in a hub environment.
- Strong understanding of aviation regulations, safety standards, and industry best practices.
- Demonstrate effective problem solving skills in handling difficult situations
- Analytical and solution focused
- Ability to communicate clearly & effectively under pressure
- Operational Driven
Behavioral Skills
- Self-motivating and strong leadership skills
- Self-disciplined and ability to work independently and as a team player
- Good communication skills with the ability to influence others, building positive working relationships with all levels
What we offer
- A flexible reward plan that allows you to optimize part of your salary
- A flexible work environment focused on activity-based working and home office possibility
- Travel benefits
- Company car (or car allowance and/or public transport subscription)
- Profit sharing
- Group insurance
- Company medical plan (optional)
- Representation & homeworking allowance
- Meal & eco vouchers
- A spot in a very enthusiastic team & a great company to work for
