Senior Manager – Support Services
2026-08-03T18:49:58+00:00
RwandAir
https://cdn.greatrwandajobs.com/jsjobsdata/data/employer/comp_1725/logo/RwandAir.jpg
https://www.rwandair.com/
FULL_TIME
Kigali International Airport, Rwanda
Kigali
00000
Rwanda
Transportation, Distribution, and Logistics
Management, Business Operations, Transportation & Logistics, Aerospace
2026-08-10T17:00:00+00:00
8
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 Senior Manager – Support Services is responsible for leading the Ground Services Support functions, including Safety, Quality, Compliance, Resource Planning, Training, and Internal Communications. The role ensures operational excellence by maintaining robust governance frameworks, regulatory compliance, workforce capability, risk management, and continuous improvement initiatives that support a safe, efficient, and world-class ground handling operation.
The position serves as the central authority for operational governance, audit readiness, organizational learning, and business continuity across Ground Services.
Key Responsibilities
Strategic Leadership
- Develop and implement the Ground Services governance framework, including Operations Manuals, Standard Operating Procedures (SOPs), document control, risk assessments, and Management of Change processes.
- Lead the implementation of Safety Management Systems (SMS) and Quality Management Systems (QMS) in compliance with ICAO, IOSA, ISAGO, and IATA standards.
- Develop workforce planning strategies covering manpower forecasting, productivity planning, scheduling, and rostering.
- Design and oversee training and competency development programmes aligned with operational and regulatory requirements.
- Lead regulatory audit and certification programmes, including IOSA, ISAGO, ICAO, and Rwanda Civil Aviation Authority (RCAA) compliance.
- Develop Ground Services Emergency Response and Business Continuity strategies.
- Promote a strong safety culture, continuous improvement, and effective internal communication across the department.
Operational Management
- Manage internal audits, operational inspections, and compliance reviews.
- Monitor safety reporting, incident investigations, corrective actions, and risk mitigation activities.
- Maintain Ground Services risk registers, task registers, and Management of Change documentation.
- Coordinate emergency response exercises and update contingency plans based on lessons learned.
- Oversee workforce planning, scheduling, leave management, and manpower utilization.
- Ensure effective administration of charge-note controls and financial compliance procedures.
- Coordinate annual training plans, recurrent training, and On-the-Job Training (OJT) programmes.
- Monitor departmental Key Performance Indicators (KPIs) and implement continuous improvement initiatives.
- Perform any other duties assigned by management.
Leadership & People Management
- Develop departmental objectives aligned with corporate strategy.
- Lead, mentor, supervise, and evaluate managers and staff within the Support Services function.
- Build a high-performing, customer-focused, and safety-conscious team.
- Promote succession planning and continuous professional development.
- Foster collaboration across operational departments and stakeholders.
Safety, Quality & Compliance
- Ensure compliance with aviation safety, quality, security, environmental, and regulatory requirements.
- Promote a proactive safety culture and Just Culture principles throughout Ground Services.
- Ensure employees receive appropriate safety induction, training, and supervision.
- Investigate incidents, hazards, and near misses to identify root causes and implement corrective actions.
- Maintain compliance with environmental sustainability policies and best practices.
Continuous Improvement
- Drive operational excellence through Lean, Six Sigma, and business process improvement methodologies.
- Monitor industry trends, regulatory developments, and emerging technologies.
- Support organizational resilience through effective risk management and business continuity planning.
- Participate in emergency response activities and major operational disruptions.
Minimum Qualifications
Education
- Bachelor's Degree in Aviation Management, Safety Engineering, Human Resource Management, or a related field.
- Recognized certifications in Safety Management Systems (SMS), Quality Management Systems (QMS), and IOSA/ISAGO auditing or equivalent.
Preferred
- Master's Degree in Business Administration (MBA), Aviation Safety, or a related discipline.
- Lean Six Sigma Black Belt certification.
- IATA Diploma in Safety Management Systems or Quality Management.
Experience
Essential
- Minimum of eight (8) years' experience in aviation or ground handling operations.
- At least five (5) years' experience leading Safety, Quality, Compliance, or Training functions within an airline or major Ground Handling Agency (GHA).
- Experience managing multicultural and multidisciplinary teams in a regulated aviation environment.
- Demonstrated expertise in risk management, incident investigation, and regulatory compliance.
Core Competencies
Technical Competencies
- Safety Management Systems (SMS).
- Quality Management Systems (QMS).
- IOSA, ISAGO, ICAO, and IATA standards.
- Risk management and incident investigation.
- Regulatory audits and compliance.
- Workforce planning and operational analytics.
- Lean, Six Sigma, and continuous improvement.
- Business continuity and emergency response planning.
- Digital reporting tools, learning management systems, and business intelligence platforms.
Leadership Competencies
- Strategic planning and execution.
- Organizational leadership.
- Team development and coaching.
- Stakeholder engagement and collaboration.
- Change management.
- Decision-making and problem-solving.
- Performance management.
Personal Competencies
- Excellent communication and presentation skills.
- High level of integrity and professionalism.
- Strong analytical and critical thinking abilities.
- Results-oriented with excellent organizational skills.
- Ability to manage multiple priorities under pressure.
- Fluency in spoken and written English.
- Knowledge of French and/or Kinyarwanda is an added advantage.
Job Dimensions
Leadership
- Leads the Ground Services Support Services Department.
- Supervises managers, supervisors, and specialist teams.
Strategic Accountability
- Develops departmental strategy, governance frameworks, and operational policies.
- Drives safety, compliance, quality, and continuous improvement initiatives.
Financial Accountability
- Full responsibility for departmental operating budget.
- Approves departmental expenditures in line with approved budgets.
Customer Accountability
- Works closely with executive management, regulatory authorities, and operational stakeholders to ensure service excellence and compliance.
* Develop and implement the Ground Services governance framework, including Operations Manuals, Standard Operating Procedures (SOPs), document control, risk assessments, and Management of Change processes. * Lead the implementation of Safety Management Systems (SMS) and Quality Management Systems (QMS) in compliance with ICAO, IOSA, ISAGO, and IATA standards. * Develop workforce planning strategies covering manpower forecasting, productivity planning, scheduling, and rostering. * Design and oversee training and competency development programmes aligned with operational and regulatory requirements. * Lead regulatory audit and certification programmes, including IOSA, ISAGO, ICAO, and Rwanda Civil Aviation Authority (RCAA) compliance. * Develop Ground Services Emergency Response and Business Continuity strategies. * Promote a strong safety culture, continuous improvement, and effective internal communication across the department. * Manage internal audits, operational inspections, and compliance reviews. * Monitor safety reporting, incident investigations, corrective actions, and risk mitigation activities. * Maintain Ground Services risk registers, task registers, and Management of Change documentation. * Coordinate emergency response exercises and update contingency plans based on lessons learned. * Oversee workforce planning, scheduling, leave management, and manpower utilization. * Ensure effective administration of charge-note controls and financial compliance procedures. * Coordinate annual training plans, recurrent training, and On-the-Job Training (OJT) programmes. * Monitor departmental Key Performance Indicators (KPIs) and implement continuous improvement initiatives. * Perform any other duties assigned by management. * Develop departmental objectives aligned with corporate strategy. * Lead, mentor, supervise, and evaluate managers and staff within the Support Services function. * Build a high-performing, customer-focused, and safety-conscious team. * Promote succession planning and continuous professional development. * Foster collaboration across operational departments and stakeholders. * Ensure compliance with aviation safety, quality, security, environmental, and regulatory requirements. * Promote a proactive safety culture and Just Culture principles throughout Ground Services. * Ensure employees receive appropriate safety induction, training, and supervision. * Investigate incidents, hazards, and near misses to identify root causes and implement corrective actions. * Maintain compliance with environmental sustainability policies and best practices. * Drive operational excellence through Lean, Six Sigma, and business process improvement methodologies. * Monitor industry trends, regulatory developments, and emerging technologies. * Support organizational resilience through effective risk management and business continuity planning. * Participate in emergency response activities and major operational disruptions.
* Safety Management Systems (SMS) * Quality Management Systems (QMS) * IOSA, ISAGO, ICAO, and IATA standards * Risk management and incident investigation * Regulatory audits and compliance * Workforce planning and operational analytics * Lean, Six Sigma, and continuous improvement * Business continuity and emergency response planning * Digital reporting tools, learning management systems, and business intelligence platforms * Strategic planning and execution * Organizational leadership * Team development and coaching * Stakeholder engagement and collaboration * Change management * Decision-making and problem-solving * Performance management * Excellent communication and presentation skills * High level of integrity and professionalism * Strong analytical and critical thinking abilities * Results-oriented with excellent organizational skills * Ability to manage multiple priorities under pressure * Fluency in spoken and written English * Knowledge of French and/or Kinyarwanda is an added advantage
* Bachelor's Degree in Aviation Management, Safety Engineering, Human Resource Management, or a related field. * Recognized certifications in Safety Management Systems (SMS), Quality Management Systems (QMS), and IOSA/ISAGO auditing or equivalent. * Master's Degree in Business Administration (MBA), Aviation Safety, or a related discipline. * Lean Six Sigma Black Belt certification. * IATA Diploma in Safety Management Systems or Quality Management.
JOB-6a70e2d674313
Vacancy title:
Senior Manager – Support Services
[Type: FULL_TIME, Industry: Transportation, Distribution, and Logistics, Category: Management, Business Operations, Transportation & Logistics, Aerospace]
Jobs at:
RwandAir
Deadline of this Job:
Monday, August 10 2026
Duty Station:
Kigali International Airport, Rwanda | Kigali
Summary
Date Posted: Monday, August 3 2026, Base Salary: Not Disclosed
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JOB DETAILS:
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 Senior Manager – Support Services is responsible for leading the Ground Services Support functions, including Safety, Quality, Compliance, Resource Planning, Training, and Internal Communications. The role ensures operational excellence by maintaining robust governance frameworks, regulatory compliance, workforce capability, risk management, and continuous improvement initiatives that support a safe, efficient, and world-class ground handling operation.
The position serves as the central authority for operational governance, audit readiness, organizational learning, and business continuity across Ground Services.
Key Responsibilities
Strategic Leadership
- Develop and implement the Ground Services governance framework, including Operations Manuals, Standard Operating Procedures (SOPs), document control, risk assessments, and Management of Change processes.
- Lead the implementation of Safety Management Systems (SMS) and Quality Management Systems (QMS) in compliance with ICAO, IOSA, ISAGO, and IATA standards.
- Develop workforce planning strategies covering manpower forecasting, productivity planning, scheduling, and rostering.
- Design and oversee training and competency development programmes aligned with operational and regulatory requirements.
- Lead regulatory audit and certification programmes, including IOSA, ISAGO, ICAO, and Rwanda Civil Aviation Authority (RCAA) compliance.
- Develop Ground Services Emergency Response and Business Continuity strategies.
- Promote a strong safety culture, continuous improvement, and effective internal communication across the department.
Operational Management
- Manage internal audits, operational inspections, and compliance reviews.
- Monitor safety reporting, incident investigations, corrective actions, and risk mitigation activities.
- Maintain Ground Services risk registers, task registers, and Management of Change documentation.
- Coordinate emergency response exercises and update contingency plans based on lessons learned.
- Oversee workforce planning, scheduling, leave management, and manpower utilization.
- Ensure effective administration of charge-note controls and financial compliance procedures.
- Coordinate annual training plans, recurrent training, and On-the-Job Training (OJT) programmes.
- Monitor departmental Key Performance Indicators (KPIs) and implement continuous improvement initiatives.
- Perform any other duties assigned by management.
Leadership & People Management
- Develop departmental objectives aligned with corporate strategy.
- Lead, mentor, supervise, and evaluate managers and staff within the Support Services function.
- Build a high-performing, customer-focused, and safety-conscious team.
- Promote succession planning and continuous professional development.
- Foster collaboration across operational departments and stakeholders.
Safety, Quality & Compliance
- Ensure compliance with aviation safety, quality, security, environmental, and regulatory requirements.
- Promote a proactive safety culture and Just Culture principles throughout Ground Services.
- Ensure employees receive appropriate safety induction, training, and supervision.
- Investigate incidents, hazards, and near misses to identify root causes and implement corrective actions.
- Maintain compliance with environmental sustainability policies and best practices.
Continuous Improvement
- Drive operational excellence through Lean, Six Sigma, and business process improvement methodologies.
- Monitor industry trends, regulatory developments, and emerging technologies.
- Support organizational resilience through effective risk management and business continuity planning.
- Participate in emergency response activities and major operational disruptions.
Minimum Qualifications
Education
- Bachelor's Degree in Aviation Management, Safety Engineering, Human Resource Management, or a related field.
- Recognized certifications in Safety Management Systems (SMS), Quality Management Systems (QMS), and IOSA/ISAGO auditing or equivalent.
Preferred
- Master's Degree in Business Administration (MBA), Aviation Safety, or a related discipline.
- Lean Six Sigma Black Belt certification.
- IATA Diploma in Safety Management Systems or Quality Management.
Experience
Essential
- Minimum of eight (8) years' experience in aviation or ground handling operations.
- At least five (5) years' experience leading Safety, Quality, Compliance, or Training functions within an airline or major Ground Handling Agency (GHA).
- Experience managing multicultural and multidisciplinary teams in a regulated aviation environment.
- Demonstrated expertise in risk management, incident investigation, and regulatory compliance.
Core Competencies
Technical Competencies
- Safety Management Systems (SMS).
- Quality Management Systems (QMS).
- IOSA, ISAGO, ICAO, and IATA standards.
- Risk management and incident investigation.
- Regulatory audits and compliance.
- Workforce planning and operational analytics.
- Lean, Six Sigma, and continuous improvement.
- Business continuity and emergency response planning.
- Digital reporting tools, learning management systems, and business intelligence platforms.
Leadership Competencies
- Strategic planning and execution.
- Organizational leadership.
- Team development and coaching.
- Stakeholder engagement and collaboration.
- Change management.
- Decision-making and problem-solving.
- Performance management.
Personal Competencies
- Excellent communication and presentation skills.
- High level of integrity and professionalism.
- Strong analytical and critical thinking abilities.
- Results-oriented with excellent organizational skills.
- Ability to manage multiple priorities under pressure.
- Fluency in spoken and written English.
- Knowledge of French and/or Kinyarwanda is an added advantage.
Job Dimensions
Leadership
- Leads the Ground Services Support Services Department.
- Supervises managers, supervisors, and specialist teams.
Strategic Accountability
- Develops departmental strategy, governance frameworks, and operational policies.
- Drives safety, compliance, quality, and continuous improvement initiatives.
Financial Accountability
- Full responsibility for departmental operating budget.
- Approves departmental expenditures in line with approved budgets.
Customer Accountability
- Works closely with executive management, regulatory authorities, and operational stakeholders to ensure service excellence and compliance.
Work Hours: 8
Experience in Months: 96
Level of Education: bachelor degree
Job application procedure
Interested candidates should submit:
- Application Letter addressed to the Chief HR & Administration Officer
- Updated Curriculum Vitae (CV)
- Notarized copies of Degree/Diploma certificates
- Relevant professional certificates
- Academic transcripts
- Copy of Passport or National ID
- Contact details of three professional referees
Please apply via the link: https://erecruitment.rwandair.com/
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