Supervisor, Cargo Operations - London or Frankfurt

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.

Job overview and responsibilities

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 Uniteds 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.

Unless subject to a collective bargaining agreement in the country to which an employee is being transferred; the employee retains their original date of employment and company seniority in the new country. Upon transfer, the employee is removed from payroll and benefits in former country and appropriately placed in the salary range and payroll / benefits systems of the new country.

Human Resources will assist with the terms and conditions of employment in light of labor agreements, collective agreements, country work rules and labor laws. In the new country, the employee is reinstated using the same employee id, date of employment and company seniority dates.

Required

• Bachelors 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