Senior Manager Ground Operations job at Uganda Airlines

Background information about the job or company (e.g., role context, company overview)

The Senior Manager Ground Operations is accountable for the safe, secure, compliant, punctual and customer-focused delivery of Uganda Airlines' ground operations at Entebbe Hub and for the consistent application of approved ground-handling standards across the network. The role leads passenger processing, travel-document verification, ramp and turnaround activities, baggage services and tracing, cabin grooming, transport support, ground support equipment and contracted ground-handling oversight. The job holder converts the operating schedule into station readiness, coordinates all parties involved in an aircraft turnaround, protects customers and aircraft, and ensures that operational irregularities are controlled, communicated, recorded and resolved.

Responsibilities or duties

Develop and execute the ground operations plan, station readiness programme, manpower requirements and budget in line with the approved schedule and Customer Services objectives. Ensure each operating day is supported by adequate qualified staff, service providers, equipment, facilities, permits, systems and escalation arrangements. Lead daily operational briefings and performance reviews, identifying risks, constraints, special flights, VIP movements, disruptions and corrective actions. Provide the Chief Customer Services Officer with timely reports on safety, compliance, punctuality, baggage, passenger processing, supplier performance and material operational risks. Oversee the Station Manager - Entebbe Hub and ensure coordinated delivery of passenger, ramp, baggage, cabin-grooming and flight-monitoring activities. Maintain clear station responsibilities, shift handovers, communication channels, operational logs, escalation thresholds and management coverage. Ensure station facilities, counters, gates, baggage areas, ramp positions, offices and support areas are ready and appropriately controlled. Establish consistent station oversight standards for outstations and contracted handlers, including readiness checks, service reviews and corrective-action follow-up. Ensure check-in, baggage acceptance, document checks, seat assignment, special-service handling, boarding and flight closure follow approved procedures and departure-control controls. Maintain effective controls for passengers requiring special assistance, unaccompanied minors, groups, premium customers, inadmissible passengers and other special categories. Ensure accurate passenger and baggage reconciliation, timely boarding announcements, orderly gate processes and complete operational records. Monitor queues, processing time, denied boarding, offloads, misconnections and service failures, and implement timely recovery action. Oversee travel-document verification and ensure staff use current, authorised sources to assess passport, visa, transit, health and destination-entry requirements. Ensure uncertain or high-risk cases are escalated before acceptance and that decisions, advice and supporting evidence are recorded. Coordinate with Immigration, Security, airport authorities and destination stations on inadmissibility, deportee, transit and documentation matters. Review document-related fines, denied entries and acceptance failures, identify root causes and enforce corrective training or process controls. Ensure safe and punctual turnarounds through clear milestones, accountable owners, ramp briefings, turnaround coordination and prompt escalation of deviations. Oversee aircraft arrival and departure handling, loading and unloading, equipment positioning, cabin grooming, transport interfaces and load-control coordination within approved procedures. Ensure aircraft safety zones, foreign-object-debris controls, personal protective equipment, equipment approach and removal, and aircraft-damage prevention requirements are observed. Coordinate closely with Flight Operations, Maintenance, Catering, Security, Cargo and airport partners to protect operational control and departure readiness. Ensure aircraft damage, loading irregularities, spills, injuries and unsafe acts are immediately controlled, reported, preserved for investigation and followed by corrective action. Ensure baggage acceptance, tagging, reconciliation, transfer, loading, delivery and tracing processes are properly controlled. Oversee World Tracer standards, system access, file quality, tracing activity, customer updates, baggage delivery and closure of mishandled-baggage files. Monitor mishandled baggage rates, recovery time, unclaimed baggage, pilferage indicators, claims exposure and repeat station failures. Coordinate with stations, handlers, Security and Customer Relations to recover baggage, preserve evidence and provide accurate customer communication. Oversee the Manager Ground Support Equipment and ensure equipment is suitable, available, inspected, maintained, safely operated and supported by complete records. Ensure only trained and authorized personnel operate ground support equipment and that defects are reported, isolated and rectified before use. Plan equipment deployment and contingency coverage for the operating schedule, special aircraft, peak periods and equipment failures. Ensure driver and transport support is safe, punctual, controlled and compliant with airport and Company requirements. Direct the Coordinator Standards, Systems & World Tracer in maintaining current procedures, work instructions, training material, forms and system controls. Ensure ground operations manuals and station procedures are aligned with applicable regulations, the IATA Ground Operations Manual where adopted, IOSA requirements, Company manuals and contractual standards. Maintain reliable operational data, access controls and records for departure control, baggage tracing, turnaround monitoring, incidents and supplier performance. Support Safety and Quality audits, inspections and investigations, and ensure findings and corrective actions are closed effectively and on time. Lead the ground response to delays, cancellations, diversions, aircraft substitutions, airport constraints, baggage disruption and other irregular operations. Coordinate passenger care, crowd management, reprocessing, baggage recovery, information flow and operational recovery with the Integrated Operations Control Centre and relevant departments. Ensure vulnerable customers receive appropriate assistance and that staff maintain safe, calm and fair processes during disruption. Support emergency response, accident and incident plans, exercises and real events in accordance with assigned ground-operation responsibilities.

Qualifications or requirements (e.g., education, skills)

The job requires a Senior Manager level of experience in ground operations. Specific educational qualifications are not explicitly stated but implied to be at a level suitable for a senior management role. Strong leadership, operational planning, and problem-solving skills are essential. Knowledge of aviation regulations, IATA standards, and ground handling procedures is crucial. Experience with systems like World Tracer is also a requirement.

Experience needed

Significant experience in ground operations management is required, with a focus on leading teams, managing station operations, and overseeing various aspects of ground handling, including passenger processing, ramp operations, baggage services, and ground support equipment. Experience in developing and executing operational plans and budgets is also necessary.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

This role offers the opportunity to lead critical ground operations for a national airline. The duty station is Entebbe International Airport, with potential travel across the network. The role has direct reports including a Coordinator Standards, Systems & World Tracer; Station Manager - Entebbe Hub; Manager Ground Support Equipment; and an Administrative Assistant.

• Develop and execute the ground operations plan, station readiness programme, manpower requirements and budget.
• Ensure adequate qualified staff, service providers, equipment, facilities, permits, systems and escalation arrangements are in place.
• Lead daily operational briefings and performance reviews.
• Provide reports on safety, compliance, punctuality, baggage, passenger processing, supplier performance and operational risks.
• Oversee Entebbe Hub and station operations, including passenger, ramp, baggage, cabin-grooming and flight-monitoring activities.
• Ensure station facilities are ready and controlled.
• Establish consistent station oversight standards for outstations and contracted handlers.
• Ensure passenger check-in, acceptance and boarding follow approved procedures.
• Maintain effective controls for special passenger categories.
• Monitor queues, processing time, and implement recovery actions.
• Oversee travel-document verification and regulatory controls.
• Coordinate with authorities on documentation matters.
• Ensure safe and punctual turnarounds.
• Oversee aircraft arrival and departure handling, loading and unloading, and cabin grooming.
• Ensure aircraft safety zones and damage prevention requirements are observed.
• Coordinate with various departments and airport partners.
• Ensure baggage acceptance, tagging, reconciliation, and tracing processes are controlled.
• Oversee World Tracer standards and activity.
• Monitor mishandled baggage rates and recovery times.
• Oversee ground support equipment and transport operations.
• Ensure equipment is suitable, available, inspected, maintained, and safely operated.
• Plan equipment deployment and contingency coverage.
• Direct the maintenance of current procedures, work instructions, and training material.
• Ensure ground operations manuals and station procedures are aligned with regulations and standards.
• Maintain reliable operational data, access controls, and records.
• Support Safety and Quality audits, inspections, and investigations.
• Lead the ground response to operational disruptions.
• Coordinate passenger care, crowd management, and operational recovery during disruptions.
• Support emergency response plans and exercises.

• Leadership
• Operational Planning
• Problem-Solving
• Communication
• Team Management
• Risk Management
• Customer Service Excellence
• Knowledge of Aviation Regulations
• IATA Standards
• Ground Handling Procedures
• World Tracer System
• Budget Management
• Crisis Management

• Proven experience in a senior management role within ground operations.
• Demonstrated ability to lead and manage teams effectively.
• Strong understanding of aviation safety, security, and regulatory compliance.
• Experience in developing and implementing operational plans and budgets.
• Familiarity with IATA Ground Operations Manual (IGOM) and IOSA requirements.
• Proficiency in using ground operations management systems, including World Tracer.
• Excellent communication, interpersonal, and decision-making skills.