Head of Outstation Operations at Rwandair Ltd: (Deadline 2026-08-26)

Head of Outstation Operations at Rwandair Ltd: (Deadline 2026-08-26) Head of Outstation Operations – RwandAir Ltd RwandAir Ltd is the flag carrier airline of Rwanda, operating domestic and international services across East Africa, Central Africa, West Africa, Southern Africa, Europe and the Middle East, with its main base at Kigali International Airport. As part of its expansion strategy, RwandAir is seeking a qualified, experienced and competent professional to fill the following position: JOB TITLE: Head of Outstation Operations Department: Ground ServicesReports to: Director Ground OperationsLocation: Kigali International AirportJob Type: Full-timeApplication Deadline: 26 August 2026 Job Purpose The Head of Outstation Operations will lead RwandAir’s network-wide Outstation...

Head of Outstation Operations at Rwandair Ltd: (Deadline 2026-08-26)

Head of Outstation Operations – RwandAir Ltd

RwandAir Ltd is the flag carrier airline of Rwanda, operating domestic and international services across East Africa, Central Africa, West Africa, Southern Africa, Europe and the Middle East, with its main base at Kigali International Airport.

As part of its expansion strategy, RwandAir is seeking a qualified, experienced and competent professional to fill the following position:

JOB TITLE: Head of Outstation Operations

Department: Ground Services
Reports to: Director Ground Operations
Location: Kigali International Airport
Job Type: Full-time
Application Deadline: 26 August 2026

Job Purpose

The Head of Outstation Operations will lead RwandAir’s network-wide Outstation Operations across all current and future international destinations.

The successful candidate will be responsible for ensuring safe, compliant, efficient, on-time and 4-Star ground handling services at every station, whether operations are managed by RwandAir staff or third-party Ground Handling Agents (GHAs).

The role will also oversee the global standards and governance framework for Outstations, manage commercial agreements such as Standard Ground Handling Agreements (SGHA) and Service Level Agreements (SLA), support the opening of new stations and develop Outstation Managers as ambassadors of RwandAir’s 4-Star service promise.

Key Duties and Responsibilities

Strategic Responsibilities

Define and implement the global Outstation operating model, governance framework and performance standards across all RwandAir destinations.
Lead commercial governance of SGHAs and SLAs across the network and negotiate effective, risk-balanced agreements.
Ensure compliance with RwandAir’s Aviation Safety and Security Programme and alignment with ICAO Annex 17.
Establish a leadership pipeline for Regional Operations Managers and Station Managers through structured development, certification and succession planning.
Set safety, security and quality standards in line with ICAO, IOSA, ISAGO, IATA AHM and host-country regulatory requirements.
Champion the use of digital, automation and remote-monitoring tools across the network.

Operational Responsibilities

Manage the operational performance of all Outstations against agreed KPIs, including D-OTP, baggage mishandling, customer complaints, safety SPIs and cost per turn.
Direct Regional Operations Managers and Station Managers in managing RwandAir and GHA staff.
Oversee airport operations including ramp handling, passenger check-in, boarding, aircraft loading, load control and flight documentation.
Monitor and control third-party GHA performance through SLA reviews, station audits and compliance verification visits.
Ensure SGHA and SLA negotiations and renewals are concluded on time.
Conduct regular performance reviews with service providers and Station Managers and ensure corrective actions are implemented.
Lead Emergency Response and Business Continuity readiness at all Outstations.
Manage the Outstations operating budget, GHA fees, unit costs and station overheads.
Plan and coordinate new-station setups, including GHA selection, infrastructure, manuals, training and entry-into-service readiness.
Ensure Station Managers maintain proper HR, finance and administrative controls.
Represent RwandAir with foreign airport operators, regulators, OEMs and partner airlines when delegated.

Customer Care

The successful candidate will:

Ensure the highest standards of Ground Services and customer care at all stations.
Develop initiatives to improve the passenger experience in line with RwandAir’s 4-Star service level.
Monitor customer service standards and ensure corrective actions are implemented.
Promote continuous improvement through coaching, development and training.
Work with internal and external service providers to ensure their service standards align with RwandAir’s Ground Services requirements.
Regularly review customer feedback, passenger satisfaction surveys and industry service protocols and implement appropriate improvements.

Strategy and Business Development

Lead future planning for the opening of new stations.
Develop and implement initiatives that provide RwandAir with a competitive advantage.
Analyse monthly Outstation performance in relation to regulatory compliance, operational efficiency and customer care.
Design initiatives that improve collective Outstation performance, operational control and continuous improvement.

Management and Leadership

Establish departmental objectives and priorities aligned with RwandAir’s business objectives.
Regularly review objectives, plans, procedures and practices and make improvements where necessary.
Supervise employees and direct daily activities.
Recruit, train, develop and manage employees to maintain high service standards.
Support succession planning through employee training and development.

Safety and Security

The Head of Outstation Operations will ensure that employees understand and comply with relevant health, safety, security and operational requirements.

The role will also ensure compliance with applicable safety, security, quality and environmental policies, procedures and controls, while taking an active role in the reporting and investigation of injuries, incidents, near misses and hazards.

Environmental Management

Monitor emerging environmental legislation and global trends.
Incorporate environmental considerations into business strategy and management tools.
Support business resilience by integrating environmental management into Outstation operations.

Qualifications and Experience

Essential

Bachelor’s Degree in Aviation Management, Business or a related discipline, or 12+ years of equivalent senior aviation experience.
Minimum 10 years of aviation/ground handling experience.
At least 5 years of experience leading multi-station/network operations for an airline or major GHA.
Proven experience in SGHA/SLA negotiations.

Preferred

Master’s Degree in Business Administration (MBA) or MSc Aviation Management.
IATA Station or Ground Operations Management certification.

Job-Specific Skills

The ideal candidate should demonstrate:

Strong network operations leadership and the ability to manage multi-country ground operations.
Strong knowledge of SGHA, SLA and IATA AHM 810/812/813.
Knowledge of airline ground operations and management programmes.
Strong understanding of ICAO, IOSA, ISAGO, IATA and host-country Civil Aviation Authority requirements.
Strong P&L and budget management skills, including unit costs, GHA costs, productivity and cost recovery.
Strong cross-cultural stakeholder management skills.
Crisis management and Emergency Response Plan (ERP) leadership capabilities.
Strong talent development and leadership skills.
Ability to use digital and remote operations tools, including ROC, BI dashboards and remote audit tools.
Strong commercial skills and proven experience negotiating contracts across multiple jurisdictions.
Fluency in English is essential; French is strongly preferred.