Head of Outstation Operations

RwandAir Ltd

Job Title:Head of Outstation Operations

Reports to:Director Ground Operations

Department: Ground Services

Location:Kigali International Airport

Job Purpose

guide RwandAir’s network-wide Outstation Operations across all current and future international destinations, ensuring safe, compliant, on-time and 4-Star ground handling at every station regardless of operator (RwandAir staff or third-party GHA). Set the global standards, governance framework and commercial terms (SGHA / SLA) that protect the airline’s safety, brand and financial performance. Drive the new-station opening agenda in line with RwandAir’s network expansion strategy, and create Outstation Managers as ambassadors of the RwandAir 4-Star service promise.

Key Duties and Responsibilities

Strategic

• Define and deploy the global Outstation operating model, governance framework and performance standards for all RwandAir destinations, aligned with the airline’s network and 4-Star transformation agenda.
• guide end-to-end commercial governance of Standard Ground Handling Agreements (SGHA) and Service Level Agreements (SLA) across the network, securing best-in-class terms and risk-balanced contracts.
• Ensure compliance with the Aviation Safety and Security Programme across airports, aircraft, facilities and baggage, and keep alignment with ICAO Annex 17.
• Establish the Outstation leadership pipeline through structured development, certification and succession planning.
• Set the strategic safety, security and quality standards for Outstations in alignment with ICAO, IOSA, ISAGO, IATA AHM and host-country regulators.
• Champion deployment of digital, automation and remote monitoring tools across the network.

Operational

• oversee day-to-day operational performance of all Outstations against agreed KPIs.
• Direct Regional Operations Managers (ROMs) and Station Managers (SMs) in managing RwandAir and GHA staff.
• Oversee end-to-end airport operations at all Outstations.
• Audit and control third-party GHA performance through SLA reviews and station audits.
• Drive timely conclusion and renewal of SGHA and SLA negotiations.
• perform structured performance reviews with service providers and Station Managers.
• guide station-level Emergency Response and Business Continuity readiness.
• oversee the Outstations operating budget and control operational costs.
• Plan, organize and execute new station setups.
• Ensure proper HR, finance and administration controls at all stations.
• Act as Director Ground Services in his/her absence when delegated.
• Perform any other duties assigned by the Line Manager.

Customer Care

• Ensure the highest standards of Ground Services and Customer Care at all stations.
• create and execute customer experience improvement plans.
• track customer service standards and execute improvements.
• Coach and create staff to enhance service standards.
• Liaise with internal and external service providers.
• evaluate customer feedback and execute recommendations.

Development of Strategy

• Plan for opening of new stations.
• create and execute initiatives for continuous improvement.
• Analyze monthly outstation performance.
• Design initiatives that enhance operational efficiency and regulatory compliance.

Management & Leadership

• Establish departmental objectives and priorities.
• evaluate and enhance departmental plans and procedures.
• Supervise, recruit, train and create employees.
• Ensure succession planning.

Personal Development

• keep continuous professional development.
• Keep updated with industry trends.
• assist emergency response activities.

Safety

• Ensure staff understand health and safety requirements.
• Ensure compliance with safety, security, quality and environmental policies.
• Ensure managers deliver appropriate supervision.
• Investigate reported incidents and hazards.

Environmental Management

• detect environmental challenges and trends.
• Integrate environmental considerations into business strategy.

Qualifications, Experience & Skills

Qualifications and Experience

Essential

• Bachelor's Degree in Aviation Management, Business or a related discipline (or 12+ years equivalent senior aviation experience).
• Minimum 10 years of aviation/ground handling experience, including at least 5 years leading multi-station or network operations.
• Proven experience negotiating SGHA and SLA contracts.

Preferred

• Master's Degree (MBA or MSc Aviation Management).
• IATA Station/Ground Operations Management certification.

Job Specific Skills

Essential

• Network Operations Leadership.
• Contract and Commercial Acumen.
• Regulatory knowledge of ICAO, IOSA, ISAGO, IATA and Civil Aviation Authorities.
• Budget and cost management.
• Cross-cultural stakeholder management.
• Crisis and Emergency Response leadership.
• Talent development.
• Digital and remote operations.
• English essential; French strongly preferred.
• Strong commercial negotiation skills.

Job Dimensions

Organisational Accountability

• Global accountability.

Managerial & Supervisory Accountability

• Manages a department within a division.
• Supervises through other management personnel.

Leadership & Strategic Accountability

• Develops policy and strategic direction.
• Develops company-wide strategy.

Financial Accountability

Operating Budget

• Full management of operating budget.
• tasked with departmental budget.

Expenses

• Approves expenditures.
• tasked with departmental budget.

Revenues

• Company-wide revenue accountability.

Customer Accountability

• Interfaces with customers inside and outside WB.
• Interfaces with executive decision makers.

Freedom to Act Independently

• Sets policies and objectives.

How to Apply

Submit the following documents:

• Application letter addressed to the Chief HR & Administration Officer.
• Recent Curriculum Vitae (CV).
• Copies of Notarised Degree/Diploma certificates.
• Relevant certificates.
• Copies of academic papers.
• Photocopy of Passport or National ID.
• Three referees.

Application Deadline: 10 August 2026

Application Format: PDF only

Apply via: https://erecruitment.rwandair.com/