The Compliance & Training Coordinator - FOH (Passenger Handling) supports the standardisation, training, and continuous improvement of Front of House (FOH) airport operations, with a primary focus on the design, development, maintenance, and enhancement of e-learning and digital training solutions.

The role is responsible for ensuring that FOH personnel are appropriately trained, competent, and compliant with applicable regulatory requirements, operational standards, and customer service expectations. Reporting to the Manager Global Airports Training, the position translates approved standards, procedures, and training frameworks into effective learning content and delivery solutions that support operational readiness, compliance, and consistency across global airport operations.

KEY RESPONSIBILITIES

• Responsible for the design, development, maintenance, and continuous improvement of Front of House (FOH) training materials, with a strong emphasis on e-learning and digital learning solutions.

• Develop and convert approved FOH procedures, standards, and operational changes into engaging, practical, and effective training content.

• Support the digitisation of FOH training programmes to improve accessibility, consistency, and scalability across airport locations.

• Ensure all training content aligns with approved training frameworks, operational requirements, and regulatory standards.

• Maintain version control, accuracy, and currency of training materials to ensure audit readiness.

• Support the standardisation of FOH processes through the application of relevant industry standards, including ICAO, IATA, IOSA, SMS, and internal requirements.

• Conduct FOH process observations and time studies as directed, including passenger processing and baggage handling activities.

• Analyse operational data to identify gaps, risks, trends, and opportunities for improvement.

• Provide evidence-based recommendations to support FOH service delivery and continuous improvement initiatives.

• Collect, analyse, and interpret FOH operational and training data to support informed decision-making.

• Prepare accurate and timely reports on training effectiveness, performance trends, and compliance status.

• Support root cause analysis and continuous improvement initiatives through data-driven insights and recommendations.

• Support compliance with applicable regulatory, safety, and quality standards, including ICAO, IATA, IOSA, and internal policies and procedures.

• Maintain FOH training records, including e-learning completion, recurrency requirements, and competency evidence.

• Prepare and maintain training documentation and supporting evidence for internal and external audits.

• Conduct FOH gap analyses against applicable standards (e.g. AHM and IGOM) and provide findings for incorporation into approved manuals, procedures, and training materials.

• Work closely with airport management, FOH personnel, and operational stakeholders to support training delivery and change implementation.

• Clearly communicate training content, process changes, and performance expectations to operational teams.

• Collaborate across work groups to ensure FOH training solutions are practical, sustainable, and effectively embedded within operations.

• Support the administration of training systems, including Learning Management Systems (LMS) and e-learning platforms.

• Monitor and track FOH training compliance, recurrency requirements, and completion status across stations.

• Ensure training records are accurate, current, and audit-ready.

• Perform any other reasonable duties related to the role, as directed by management.

QUALIFICATIONS, SKILLS & EXPERIENCE

• Diploma qualification (preferably a Degree) in Aviation, Airport Operations, Tourism/Hospitality, Business, or a related discipline, together with a Train the Trainer certification.
• Demonstrated basic knowledge of passenger handling processes, airport operations, IATA standards (including IGOM, AHM, and other relevant manuals), and Safety Management Systems (SMS).
• Proficient in Microsoft Office, reporting, and training development tools, including PowerPoint and e-learning platforms.
• Minimum of 3-5 years' experience in aviation, airline, or airport operations, including at least 2 years in Front of House (FOH) and passenger handling operations.
• Experience delivering or supporting training programmes, implementing Standard Operating Procedures (SOPs), and developing training materials and e-learning content.
• Experience working with operational procedures, customer service standards, compliance requirements, audits, and documentation management.
• Demonstrated ability to monitor, track, analyse, and report on operational or training performance data.
• Exposure to Learning Management Systems (LMS), training record systems, frontline operational environments, and supporting operational change initiatives.

Only shortlisted applicants will be contacted for next steps of the recruitment process.

Applications will close at midnight on Sunday, 21 June 2026.