Filipe Raposo
SATA Group Ground Operations Director
Filipe Raposo is a leadership example that combines experience, innovation and a strong commitment to SATA’s values. With almost three decades of experience, he has been pivotal in modernizing operations and adapting the company to the sector’s new demands. His passion for aviation and the Azorean legacy, combined with his strategic vision, ensures that the SATA Group continues to play an essential role in connecting the Azorean islands to the world.
“SATA plays a vital role in the lives of Azoreans, whether it’s transporting essentials between the islands, connecting with emigrants or promoting tourism. Whenever I see a SATA aircraft, especially on the smaller islands, I feel we bring life, business and opportunities to these communities.”
What are your primary responsibilities as Ground Operations Director?
My primary responsibility is to manage ground operations at all the airports where the SATA Group operates. This includes implementing safety procedures and operational regulations and ensuring that all interactions with passengers, baggage, cargo, and mail are carried out efficiently and safely. I am also responsible for overseeing the service quality provided by our 70 or so partners and for conveying the fundamental values of safety and excellence that define the SATA Group.
What’s it like to lead such a scattered team?
The Ground Operations Department represents over half of the SATA Group’s employees. We are a large team spread across several locations, which requires an ongoing effort of communication and alignment.
To ensure the efficiency of our operations, we use technological tools and real-time monitoring systems that allow us to coordinate activities and adjust processes when necessary. Although we can’t be physically present in every location, we can monitor the team’s performance and ensure that each employee has the knowledge and resources they need to carry out their duties efficiently.
How has technology influenced ground operations?
Technology has been a fundamental pillar in modernizing our operations. What used to take 10 or 15 years, we’ve managed to achieve in just 3 years. We have invested in systems that have modernized processes and made work faster, more efficient and more sustainable.
For example, we developed an application to monitor all the operations around the plane, such as deboarding, fueling, cleaning, and boarding. This tool allows us to follow each stage in real time, ensuring we always comply with IATA regulations. The application was so inventive that it caught the attention of Amadeus, a sector’s benchmark, who saw it as a model of excellence that could be applied globally.
Filipe Raposo began his career at the SATA Group 27 years ago as a Passenger Ground Service Agent, acquiring vast experience in various operational areas, from passenger check-in and boarding to load control and flight operations. In 2021, he took on the role of Ground Operations Director, leading operations management and the handling service.
How do you implement SATA’s values in your daily work?
SATA’s values are deeply rooted in the way we work. SATA Azores Airlines is not just an airline but a fundamental link between the nine islands of the Azores and the rest of the world. I always try to reflect this connection and commitment to excellence in my work, ensuring that all processes undergo with the utmost thoroughness and quality. Whenever I see a SATA plane, I sense that we bring opportunities and development to the islands’ communities, reinforcing our commitment to the region.
What was the most memorable moment in your career?
One of the most memorable moments was the creation of our Service Level Agreement (SLA), an innovative model that combines incentives and penalties for handling agents based on their performance. This model has become a benchmark in the sector and has been adopted by other major companies in the industry. Another meaningful moment was the implementation of handling contracts in line with IATA (International Air Transport Association) standards. This process involved renegotiating all existing contracts, but the result was a system that has become an example of excellence within the industry.
“Being Azorean is part of our identity and how we work.”
What is your prime source of motivation?
What keeps me motivated is that there is always something new to do. Every challenge is an opportunity to evolve, and knowing I can lead these changing processes gives me the energy to keep going. The connection with people, the recognition of our work and the importance of our role in the region are also meaningful sources of motivation for me. Knowing that our work is making a difference in the daily lives of so many people is what drives me.
