The Ins & Outs Of Airline Operations Management

An in-depth guide to the responsibilities of those managing an airline.


Photo: Philip Pilosian I Shutterstock.

As with any organization, an airline requires a proper management system to ensure proper accountability, responsibility, and organization.

In this article, we are not going to look into the administrative management of the airline; rather, we will focus on operations management. An airline must organize its operations management under regulations set by its respective regulatory authority.

The regulations state that an airline must hire and nominate personnel for the following positions (they are also known as post holders):

• Accountable manager
• Post holder, Flight operations
• Post holder, Crew training
• Post holder, Ground operations
• Post holder, Engineering/Maintenance
• Post holder, CAMO (Continuing Airworthiness Management Organization)
• Post holder, Safety
• Post holder, Compliance monitoring

The Accountable Manager

The accountable manager is usually the CEO of the airline. In some airlines, accountability is handed over to a person directly below the CEO. In such cases, the regulatory authority must ensure that the accountable person has a direct link to the CEO and has access to the proper funding required for operations.

The person selected as the accountable manager must be acceptable to the relevant regulatory authority.

The responsibilities of the accountable manager are to:

• Ensure that all the activities for operations can be financed and carried out in accordance with the applicable requirements.
• They must establish and maintain a proper management system.
• Ensure that the operations have sufficient qualified personnel for planned tasks and activities that need to be performed.
• Ensure that the operations are carried out in compliance with the set regulations.
• Provide suitable facilities and working space for the operations personnel.
• He or she must also ensure that the nominated post holders perform their duties as per the company standards and within the regulations.

Post Holder, Flight Operations

The Post Holder, Flight Operations, reports directly to the accountable manager. He/she is appointed by the airline and must be acceptable to the regulator. The PH Flight Operations is responsible for the overall supervision of the flight operations department.

Competence of PH. Flight Operations

1. They must have or have held a valid flight crew license and associated ratings appropriate to the type of operation conducted by the airline. In the event the PH’s license and ratings are not current, his/her deputy should hold a valid flight crew license and the associated ratings. (A flight crew is a licensed crew charged with duties essential to the operations of the aircraft. Example: Pilots and Flight engineers).
2. They must have practical experience and expertise applying aviation safety standards and safe operating practices.
3. They must be knowledgeable in regulations.
4. They must have appropriate managerial experience, preferably in aviation.
5. They must have five years of work experience, of which at least two years should be from the aeronautical industry in an appropriate position.

The key responsibilities of PH. Flight Operations include ensuring the smooth functioning of the flight operations department while complying with regulations and implementing policies and procedures for safety, quality, and efficiency. They are responsible for managing and supervising the functions and activities related to fleet operations, chairing meetings, publishing operational documentation, and ensuring compliance with regulations.

The PH. Flight Operations is also responsible for liaising with other departments and the regulatory authority as well as representing the airline’s interests at national and international events. They must also manage the flight operations budget, coordinate with other departments, supervise crew scheduling, and ensure that all personnel meet company requirements and receive proper training. Additionally, he/she must maintain administrative responsibility for the flight operations department and delegate responsibilities when necessary.

PH. Flight Operations must ensure that all documents related to flight operations are appropriately handled, support safety and compliance audits, and ensure that contracted organizations provide services according to the contract and company standards.

Post Holder, Crew Training

The Post Holder, Crew Training reports directly to the accountable manager or the PH. Flight Operations based on company structure. He/she is appointed by the airline and must be acceptable to the regulator. The PH. Crew Training is responsible for the overall supervision of crew training.

Competence of PH. Crew Training

1. Must be a current type rating instructor on a type/class operated by the airline. In the case that the PH. Crew Training is not an instructor; his/her deputy should be a current type rating instructor.
2. Should have a thorough knowledge of the airline’s crew training concept for flight crew and cabin crew.
3. Must have practical experience and expertise in the application of aviation safety standards and safe operating practices.
4. Must be knowledgeable in regulations.
5. Must have appropriate managerial experience, preferably in aviation.
6. Five years of work experience, of which at least two years should be from the aeronautical industry in an appropriate position.

The responsibilities of the PH. Crew Training includes ensuring crew members meet regulatory and company requirements for their duties. He must develop and delegate training courses to maintain crew competency and improve safety while establishing standards for promotion and aircraft conversion training. He/she should also monitor training records and evaluations, maintain administrative procedures, support safety compliance audits, and submit evaluation reports on instructors and examiners.

They must also ensure corrective actions are taken for audit findings and maintain training programs for each fleet operated by the airline.

Post Holder, Ground Operations

The Post Holder, Ground Operations, reports directly to the accountable manager. He/she is appointed by the airline and must be acceptable to the regulator. The PH. Ground Operations should have a thorough knowledge of the airline’s ground operations concept.

Competence of PH. Ground Operations

1. Must have practical experience and expertise in the application of aviation safety standards and safe operating practices.
2. Must be knowledgeable in regulations.
3. Must have appropriate managerial experience, preferably in aviation.
4. Five years of work experience, of which at least two years should be from the aeronautical industry in an appropriate position.

The PH. Ground Operations ensures that the airline has appropriate facilities, personnel, and resources for ground handling functions and notifies the accountable manager of any deficiencies. They must establish ground handling procedures and contracts for ground handling functions, and ensure the quality and safety of ground operations and services. Compliance with regulations and procedures and the assignment of deputies for managerial continuity are also part of their responsibilities.

Post Holder, Engineering/Maintenance

In many airlines, the maintenance is carried out by a separately certified MRO (Maintenance and Repair Overhaul) within the airline. Because the MRO is established primarily to maintain the aircraft operated by the airline, the Post holder, Engineering/Maintenance, is usually part of the airline’s operations management.

The PH. Engineering/Maintenance reports directly to the accountable manager and must be acceptable to the regulatory authority.

Competence of PH. Engineering/Maintenance

Overall, the PH. Engineering/Maintenance shall be able to demonstrate relevant knowledge, background, and satisfactory experience related to aircraft or aircraft component maintenance. In most airlines, this post is held by a licensed aircraft maintenance engineer.

The PH. engineering/maintenance is responsible for ensuring that all maintenance activities are carried out in compliance with regulations and company policies. He/she should maintain appropriate facilities and resources, supervise competent personnel, and implement safety and quality policies.

PH. Engineering/Maintenance also oversees the selection and management of contractors and suppliers, ensures completion and certification of work, and addresses audit findings promptly. In addition to this, he/she is responsible for ensuring that corrective actions taken to audit results regarding all AMO (Aircraft Maintenance Organization) activities are handled in a timely manner.

Post Holder, CAMO (Continuing Airworthiness Management Organization)

The Post Holder, CAMO (Continuing Airworthiness Management Organization), reports directly to the accountable manager—the PH. CAMO must be acceptable to the relevant authority.

Competence of PH. CAMO

1. Must be a licensed aircraft maintenance engineer or hold an engineering degree from a relevant field.
2. Must have practical experience and expertise in the application of aviation safety standards and safe operating procedures.
3. Must have comprehensive knowledge of the operational requirements of the airline.
4. Five years of work experience, of which at least two years should be from the aeronautical industry in an appropriate position.

The PH. CAMO is responsible for ensuring that all CAMO activities are carried out following regulations and airline policies. They must ensure that the organization has the necessary facilities, personnel, tooling, and equipment to perform maintenance operations.

He/she must also manage safety risks, establish continuing airworthiness procedures, and implement the safety and compliance policy—additionally, PH. CAMO is responsible for ensuring compliance with the airline’s Air Operator Certificate (AOC), preparing a man-hour plan, providing technical documents, and ensuring satisfactory completion of work. The PH. CAMO must report deficiencies that require attention concerning finance and the acceptability of standards to the accountable manager.

Post Holder, Safety

The Post Holder, Safety reports directly to the accountable manager, and his/her appointment must be acceptable to the relevant authority. The PH. safety act as the focal point and is responsible for the development, administration, and maintenance of an effective safety management system within the airline.

Competence of PH. Safety

1. Must be knowledgeable in ICAO standards on safety management.
2. Must have basic safety investigation techniques.
3. Must be knowledgeable in human factors in aviation.
4. Must have relevant work experience in compliance monitoring, risk management, and airline operations.

The PH. Safety is responsible for developing, implementing, and maintaining an effective safety management system in accordance with regulations. They coordinate with regulatory authorities and provide independent advice on safety matters to all levels of the airline. They monitor safety concerns and evaluate actions taken to mitigate risks.

The PH. Safety protects related data, promotes a fair and just safety culture, and ensures that safety audits, assessments, and surveys are performed to evaluate the effectiveness of the SMS (Safety Management System).

Post Holder, Compliance Monitoring

The Post Holder, Compliance Monitoring reports directly to the accountable manager, and the regulatory authority must accept his/her appointment. The PH. Compliance Monitoring ensures that a proper compliance program is implemented in the airline. He/she must maintain and continually review this program and bring in improvements if required.

Competence of PH. Compliance Monitoring

The PH. Compliance Monitoring must be able to demonstrate relevant knowledge, background, and appropriate experience related to airline operations and must be knowledgeable and experienced in the field of compliance monitoring.

The responsibilities of PH. Compliance Monitoring includes establishing and managing an independent quality management system, ensuring compliance with regulations and policies, conducting audits, providing feedback to management, coordinating with external entities, and ensuring adequate staff training. They must also review internal manuals and procedures and obtain approvals from external organizations such as other regulatory bodies and airline organizations.