Supervisor, Cargo Operations - London or Frankfurt

The Supervisor - Cargo Operations will manage all aspects of Cargo operations including freight and mail handling, data entry, scanning, and running.

• Focus on leading and developing the skills of front-line co-workers and vendors with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines
• Ensure consistency on operational, service and product delivery
• Lead performance dialogues with front-line co-workers and vendors to review metrics, performance boards and issues boards
• Develop and support standard work and continuous improvement processes
• Oversee and support the performance of a vendor, team, zone or cell
• Focus on performance issues with the goal of changing co-worker and vendor behavior
• Set expectations with front-line co-workers and vendors and gain their commitment to act in accordance with Company guidelines and union agreements
• Serve as subject matter expert on safety, service and procedures
• Team Leadership Activities
• Engage front-line co-workers and vendors to deliver excellent customer service and an on-time quality product - for example, participate in briefings, and develop team communications
• Engage and recognize external customers
• Monitor front-line co-worker and vendor behavior with customers (both internal and external) to ensure consistency and compliance with Company guidelines, procedures and standards
• Monitor the performance of the vendor, a team, zone or cell, taking actions as necessary, to ensure daily goals are met
• Assess and delegate the appropriate work tasks to Vendor Management and Service Directors/Leads
• Identify issues and engage in structured problem solving to assist front-line co-workers and vendors in accomplishing work
• Conduct trend analyses, review key metrics and take actions to address items not on track - lead performance dialogues with front-line co-workers and vendors to review metrics, performance boards and issues boards
• Develop and implement standard work and continuous improvement processes
• Set expectations with co-workers and vendors with regard to performance standards including consistent and outstanding delivery of service and product
• Provide front-line co-workers and vendors with regular coaching, feedback and recognition, as appropriate
• Develop skills of front-line co-workers and vendors by coaching on performance, as it relates to customer service and products
• Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts
• Serve as expert on service and procedures
• Performance Management Activities
• Develop actions plans to affect behavior change (e.g. dependability, overall job performance)
• Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure that safety, security and service are delivered consistently
• Identify, address and issue appropriate and timely corrective action in accordance with guidelines
• Conduct ""routine"" investigations, as appropriate, into performance, safety (damages and injuries), complaints and other work issues
• Recognize and document excellent performance
• Partner with vendor supervisor staff to define and address performance impacting shared goals and service delivery to United's customers
• Participate in peer, safety and accident review boards
• Confront and address inappropriate behavior and performance issues with specific feedback
• Administrative Activities
• Meet Cargo budget targets
• Manage Cargo Supply inventory and ordering, ULD inventory and supplies, and RFS
• Subrogation Cargo Claims and Fines to the accountable party
• Mitigate Cargo fines
• Maintain the station DRS Page to ensure it is up to date
• Partner with Corporate Real Estate, local airport authorities and building maintenance to manage the Cargo facilities
• Partner with Ground Equipment Maintenance to manage Cargo ground equipment
• Partner with the vendor and IT to ensure vendor has hardware, software and access to UA proprietary systems
• Audit vendor compliance of regulatory policies such as:
• Training
• Safety (OSHA)
• Security (TSA)
• Customs (CBP)
• Government Affairs
• Dangerous Goods (FAA)
• Accounting and Financial Controls (SEC)
• UA defined policy and procedure (FAA)
• Audit vendor contract compliance to ensure the vendor is meeting the work scope of the contract
• Audit vendor performance to ensure defined SLA are being met
• Audit vendor invoices
This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.

Required
• Bachelor's degree or equivalent experience
• Relevant work experience in Cargo
• Experience leading and influencing a team and customer service experience
• Strong written and oral communication skills
• Conflict resolution and decision-making, with the ability to lead
• Proficient in IT systems and common software appropriate to workgroup
• Business Acumen/Continuous Improvement
• Customer Focus
• Conflict Resolution
• Accountability
• Teamwork
• Engagement/Motivation
• Safety orientation
• Planning/multi-tasking
• Ability to travel up to 40%
• Must be legally authorized to work in the United Kingdom or Germany for any employer without sponsorship
• Must be fluent in English (written and spoken)
• Must be fluent in German (written and spoken) if hired in Germany
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position
Preferred
• Experience supervising Union personnel
  
  This position could be based in either London-Heathrow Airport, UK or Frankfurt Airport, Germany
We're not just in the business of transporting people. We're also in the business of moving cargo. As a major provider of air freight services, our Cargo team transports everyday electronics and automotive parts, to perishable goods, life-saving organs, vaccines and even baby formula. And in turn, we help keep businesses, communities, and global economies running. With so many career options - from Marketing to Finance, Logistics to Data Analytics, and more - you can build a career within a career and gain exposure to so many areas of our airline's important role in the global supply chain. Join our team and watch your uniquely United career journey unfold.