Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

The Baggage Performance Manager is responsible for overseeing the end-to-end performance of mishandled baggage reporting processes within airline or airport operations. This role ensures timely, accurate, and customer-focused handling of baggage irregularities, while driving continuous improvement in reporting accuracy, resolution time, and customer satisfaction

What you will be doing

• Monitor and analyze mishandled baggage reports (MBRs) to ensure accuracy, completeness, and compliance with company and regulatory standards
• Track key performance indicators (KPIs) such as reporting timeliness, tracing success rates, and resolution turnaround times
• Identify trends, root causes, and operational gaps contributing to baggage mishandling
• Collaborate with airport operations, baggage services, and customer service teams to improve processes and reduce incidents
• Lead performance reviews and provide actionable insights to senior management
• Develop and implement strategies to enhance reporting efficiency and customer experience
• Ensure proper use of baggage tracking systems (e.g., WorldTracer or equivalent platforms)
• Train and support frontline staff on best practices for accurate and efficient report handling
• Manage escalations and ensure prompt resolution of high-priority or sensitive cases
• Maintain compliance with airline policies, aviation regulations, and data privacy requirements

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

What we are looking for:

• Bachelor’s degree in aviation management, Business Administration, Operations Management, or related field (or equivalent experience)
• 5+ years of experience in airline operations, baggage services, or performance management
• Strong analytical skills with experience interpreting operational data and KPIs
• Familiarity with baggage tracking systems (e.g., WorldTracer)
• Excellent problem-solving and decision-making abilities
• Strong communication and stakeholder management skills
• Ability to work in a fast-paced, operational environment

Key Performance Indicators

• Reduction in mishandled baggage rate
• Accuracy and completeness of MBR entries
• Average resolution time for baggage claims
• Customer satisfaction scores related to baggage services
• Compliance with reporting and operational standards

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Application Instructions

Is this role ticking all the boxes for you? If so, please click apply now!