About RwandAir

RwandAir Ltd is the national carrier of Rwanda, providing domestic and international passenger and cargo services across East, Central, West and Southern Africa, Europe, and the Middle East from its hub at Kigali International Airport.

Our mission is to provide safe, reliable, and world-class air transportation services while strategically connecting Rwanda to the world and delivering sustainable value to stakeholders.

Job Summary

The Head of Outstation Operations is responsible for providing strategic and operational leadership for RwandAir's global outstation network. The role ensures safe, compliant, efficient, and customer-focused ground operations across all current and future international destinations, regardless of whether services are delivered by RwandAir employees or third-party Ground Handling Agents (GHAs).

The position oversees network governance, operational performance, commercial agreements, regulatory compliance, new station launches, and continuous service improvement while upholding RwandAir's 4-Star service standards.

Key Responsibilities

Strategic Leadership

• Develop and implement the global Outstation Operations strategy aligned with the airline's network expansion and operational objectives.
• Establish governance frameworks, operational standards, and performance measures for all international stations.
• Lead negotiation, implementation, and management of Standard Ground Handling Agreements (SGHAs) and Service Level Agreements (SLAs).
• Ensure compliance with international aviation safety, security, and quality standards, including ICAO, IOSA, ISAGO, and IATA requirements.
• Develop succession planning and leadership programmes for Regional Operations Managers and Station Managers.
• Promote the adoption of digital technologies, automation, and remote operational monitoring across the network.
• Support strategic planning for new station development and network growth.

Operational Management

• Oversee operational performance across all international outstations against established Key Performance Indicators (KPIs).
• Direct Regional Operations Managers and Station Managers to deliver safe, efficient, and customer-focused ground handling services.
• Ensure effective management of passenger handling, ramp operations, baggage services, aircraft turnaround, load control, and flight documentation.
• Monitor and evaluate the performance of third-party Ground Handling Agents through audits, compliance reviews, and SLA evaluations.
• Lead negotiations and renewals of SGHAs and SLAs to ensure service quality and cost efficiency.
• Coordinate regular operational performance reviews and implement corrective actions where necessary.
• Oversee emergency response preparedness and business continuity planning across all outstations.
• Manage departmental operating budgets, control costs, and approve expenditures within delegated authority.
• Lead the planning, coordination, and launch of new international stations, including infrastructure readiness, staff training, operational documentation, and regulatory compliance.
• Ensure effective administration, financial controls, and human resource management at all outstations.
• Represent the airline with airport authorities, regulators, partner airlines, and other stakeholders as delegated.
• Perform other duties assigned by the Director, Ground Operations.

Customer Experience & Service Excellence

• Ensure delivery of exceptional ground services and customer care across all international stations.
• Develop and implement initiatives that enhance passenger experience in line with RwandAir's 4-Star service standards.
• Monitor customer service performance through operational metrics, passenger feedback, and service quality reviews.
• Foster a customer-centric culture through coaching, mentoring, and continuous staff development.
• Build and maintain productive relationships with internal and external service providers to ensure consistent service delivery.

Leadership & People Management

• Establish departmental objectives aligned with corporate strategy.
• Lead, mentor, supervise, and develop Regional Operations Managers, Station Managers, and other operational staff.
• Promote a high-performance culture focused on operational excellence, accountability, and continuous improvement.
• Support succession planning and employee development initiatives.
• Foster teamwork, collaboration, and knowledge sharing across the global network.

Safety, Security & Compliance

• Ensure compliance with aviation safety, security, quality, and environmental regulations across all outstations.
• Promote a strong safety culture through effective training, supervision, and compliance monitoring.
• Investigate incidents, hazards, and operational disruptions to identify root causes and implement corrective actions.
• Ensure emergency response procedures and operational contingency plans remain current and effective.
• Monitor compliance with environmental sustainability policies and industry best practices.

Continuous Improvement

• Evaluate operational performance and identify opportunities for service improvement.
• Lead initiatives that enhance operational efficiency, customer satisfaction, and regulatory compliance.
• Monitor industry developments and emerging technologies to support continuous innovation.
• Support major operational disruptions and emergency response activities when required.

Minimum Qualifications

Education

• Bachelor's Degree in Aviation Management, Business Administration, or a related discipline.

Preferred

• Master's Degree in Business Administration (MBA), Aviation Management, or a related field.
• IATA Station Management or Ground Operations Management certification.

Experience

Essential

• Minimum of ten (10) years' experience in aviation or ground handling operations.
• At least five (5) years' experience managing multi-station or network ground operations within an airline or major Ground Handling Agency.
• Proven experience negotiating and managing SGHAs and SLAs.
• Experience leading multicultural operational teams across multiple jurisdictions.

Core Competencies

Technical Competencies

• Network ground operations management.
• Airport and airline operations.
• SGHA and SLA negotiation and contract management.
• Aviation safety, security, and regulatory compliance.
• Budget planning and financial management.
• Emergency response and crisis management.
• Operational performance monitoring and reporting.
• Digital operations, remote monitoring, and business intelligence systems.

Leadership Competencies

• Strategic planning and execution.
• Organizational leadership.
• Commercial negotiation and stakeholder management.
• Performance management.
• Talent development and succession planning.
• Change management.
• Decision-making and problem-solving.

Personal Competencies

• Excellent communication and interpersonal skills.
• Strong analytical and commercial acumen.
• High level of integrity, professionalism, and accountability.
• Ability to work effectively in a multicultural environment.
• Results-oriented with strong organizational and leadership skills.
• Fluency in spoken and written English.
• Knowledge of French is a strong advantage.

Job Dimensions

Leadership

• Leads the Outstation Operations Department.
• Supervises Regional Operations Managers, Station Managers, and other operational personnel.

Strategic Accountability

• Develops global outstation operational strategy, governance frameworks, and performance standards.
• Supports network expansion and continuous operational improvement.

Financial Accountability

• Full responsibility for departmental operating budget.
• Approves departmental expenditures within delegated authority.
• Oversees cost management and financial performance across the outstation network.

Customer Accountability

• Interfaces with executive management, airport authorities, regulatory bodies, Ground Handling Agents, and strategic partners to ensure operational excellence and customer satisfaction.

• Develop and implement the global Outstation Operations strategy aligned with the airline's network expansion and operational objectives.
• Establish governance frameworks, operational standards, and performance measures for all international stations.
• Lead negotiation, implementation, and management of Standard Ground Handling Agreements (SGHAs) and Service Level Agreements (SLAs).
• Ensure compliance with international aviation safety, security, and quality standards, including ICAO, IOSA, ISAGO, and IATA requirements.
• Develop succession planning and leadership programmes for Regional Operations Managers and Station Managers.
• Promote the adoption of digital technologies, automation, and remote operational monitoring across the network.
• Support strategic planning for new station development and network growth.
• Oversee operational performance across all international outstations against established Key Performance Indicators (KPIs).
• Direct Regional Operations Managers and Station Managers to deliver safe, efficient, and customer-focused ground handling services.
• Ensure effective management of passenger handling, ramp operations, baggage services, aircraft turnaround, load control, and flight documentation.
• Monitor and evaluate the performance of third-party Ground Handling Agents through audits, compliance reviews, and SLA evaluations.
• Lead negotiations and renewals of SGHAs and SLAs to ensure service quality and cost efficiency.
• Coordinate regular operational performance reviews and implement corrective actions where necessary.
• Oversee emergency response preparedness and business continuity planning across all outstations.
• Manage departmental operating budgets, control costs, and approve expenditures within delegated authority.
• Lead the planning, coordination, and launch of new international stations, including infrastructure readiness, staff training, operational documentation, and regulatory compliance.
• Ensure effective administration, financial controls, and human resource management at all outstations.
• Represent the airline with airport authorities, regulators, partner airlines, and other stakeholders as delegated.
• Perform other duties assigned by the Director, Ground Operations.
• Ensure delivery of exceptional ground services and customer care across all international stations.
• Develop and implement initiatives that enhance passenger experience in line with RwandAir's 4-Star service standards.
• Monitor customer service performance through operational metrics, passenger feedback, and service quality reviews.
• Foster a customer-centric culture through coaching, mentoring, and continuous staff development.
• Build and maintain productive relationships with internal and external service providers to ensure consistent service delivery.
• Establish departmental objectives aligned with corporate strategy.
• Lead, mentor, supervise, and develop Regional Operations Managers, Station Managers, and other operational staff.
• Promote a high-performance culture focused on operational excellence, accountability, and continuous improvement.
• Support succession planning and employee development initiatives.
• Foster teamwork, collaboration, and knowledge sharing across the global network.
• Ensure compliance with aviation safety, security, quality, and environmental regulations across all outstations.
• Promote a strong safety culture through effective training, supervision, and compliance monitoring.
• Investigate incidents, hazards, and operational disruptions to identify root causes and implement corrective actions.
• Ensure emergency response procedures and operational contingency plans remain current and effective.
• Monitor compliance with environmental sustainability policies and industry best practices.
• Evaluate operational performance and identify opportunities for service improvement.
• Lead initiatives that enhance operational efficiency, customer satisfaction, and regulatory compliance.
• Monitor industry developments and emerging technologies to support continuous innovation.
• Support major operational disruptions and emergency response activities when required.

• Network ground operations management.
• Airport and airline operations.
• SGHA and SLA negotiation and contract management.
• Aviation safety, security, and regulatory compliance.
• Budget planning and financial management.
• Emergency response and crisis management.
• Operational performance monitoring and reporting.
• Digital operations, remote monitoring, and business intelligence systems.
• Strategic planning and execution.
• Organizational leadership.
• Commercial negotiation and stakeholder management.
• Performance management.
• Talent development and succession planning.
• Change management.
• Decision-making and problem-solving.
• Excellent communication and interpersonal skills.
• Strong analytical and commercial acumen.
• High level of integrity, professionalism, and accountability.
• Ability to work effectively in a multicultural environment.
• Results-oriented with strong organizational and leadership skills.
• Fluency in spoken and written English.
• Knowledge of French is a strong advantage.

• Bachelor's Degree in Aviation Management, Business Administration, or a related discipline.
• Master's Degree in Business Administration (MBA), Aviation Management, or a related field. (Preferred)
• IATA Station Management or Ground Operations Management certification. (Preferred)