Ruth Malefo Thebenala

• Providing consultancy services in aviation training, aviation auditing
• Production of Operator manuals
• Preparing operators for certification such as Air Operator certificates, IATA Operational
• Safety Audit (IOSA), and other services as appropriate
• Established strong relationships with key industry stakeholders including regulators, suppliers, vendors, and other consultants to facilitate collaboration on complex projects.

• Performed over sixty (60) surveillance activities annually to verify compliance with the applicable safety and regulatory framework, international standards and corporate- approved manuals and procedures
• Supported the Corporate Quality and Safety Management Systems through annual audit planning, audit execution, reporting and audit follow-ups
• Monitored Risk register for hazard identification, incident reports, risk assessment and management of change processes daily
• Achieved 100% safety training for crew and ground operations personnel
• Prepared and submitted monthly safety and quality reports to the Head of the division
• Attended monthly and quarterly safety division and inter-division meetings
• Reviewed and analyzed safety data and statistics to identify trends and areas requiring improvement monthly
• Monitored safety performance metrics to assess and improve safety performance every month
• Investigated accidents and incidents, recommending corrective actions to prevent future occurrences

• Developed annual and long-term training programs and facilitated safety training for all ground service personnel following the annual training plan
• Conducted assigned safety and quality audits guided by the annual audit schedule
• Actively participated in cross-functional weekly and monthly meetings to discuss ongoing safety concerns, share insights, and collaborate on solutions.
• Organized annual workshops on emergency response planning, equipping staff with essential skills in handling crisis situations effectively.

• Submitted inflight services audit requirements to corporate Quality Safety and

Environment every audit year

• Submitted budget estimates to the division head three months before the commencement of the budget process
• Spearheaded and attained E170 certification in 2019
• Managed monthly and other key meetings with internal and external parties
• Evaluated staff performance based on Performance Management System schedule
• Reduced inflight services cost by 5% through the use of disposable containers during the

• Participated in bi-annual negotiations of standard Ground handling agreements.
• Attended 95% of the division's monthly business review meetings
• Coordinated all ground operations activities in passenger, baggage and lounge services to meet the financial year budget
• Evaluated weekly performance reports to verify Customer airlines are served as per contract and Service Level Agreement (SLAs)
• Monitored Customer satisfaction through feedback forms distributed every three months
• Collaborated with aviation/ airport stakeholders frequently to enhance stakeholder relationships
• Drove on-time performance and exceeded the 85% baseline performance
• Analyzed daily division on-time performance to confirm attainment of 85% standard of performance

• Planned and organized the activities of the cargo and freight section and established operational systems and procedures
• Orchestrated and implemented cargo procedures consistent with national and international regulations
• Increased cargo revenue by 20% through the introduction of the cargo spot management system which enhanced productivity and quality in logistics
• Re-engineered Ground Support Equipment maintenance program to include modern equipment
• Coordinated the acquisition of new Ground Support Equipment.

• Overhauled the Ground Operations Manual to include regulatory compliance and international standards
• Coordinated ground operations activities to ensure they are delivered following conditions of Air operator certificate (AOC) international and airline standards and best practice
• Planned and organized resources to meet regulatory compliance and operational standards through the use of fortnight duty rosters
• Designed and developed all ground operations personnel training to improve proficiency and minimize operational risk
• Carried out daily Risk identification analysis and management
• Developed Customer satisfaction excellence culture within the division
• Responded to audit/inspection noncompliance and non-conformance within stipulated timelines
• Achieved departmental goals by developing and executing strategic plans and performance metrics
• Controlled resources and assets for department activities to comply with industry standards and government regulations
• Cross-trained existing employees to maximize team agility and performance
• Developed and implemented improved customer service protocols to increase satisfaction.

• Accountable for planning directing and controlling all station ground handling aspects to ensure safe, healthy, secure, and cost-effective ground operations and sales office
• Ensure all station activities are executed in compliance with regulatory requirements, company policies, standard operating procedures (SOPs) and industry best practice
• Maintained 85% OTP throughout the year
• Reinforced daily supervision so that customer airline service is delivered as per signed contract and service level agreement (SLAs)
• Attended safety and quality monthly reviews
• Organized training of all personnel to improve proficiency
• Managed monthly staff schedules for optimal coverage, ensuring excellent customer service and smooth operations
• Revamped annual training procedures to improve performance and safety ratings.

• Maintained a safe, secure, and cost-effective provision of inflight meals and supplies
• Prepared and managed cabin Services annual budget
• Plan and optimize required resources
• Daily Supervise outsourced service providers

• Encouraged daily safe and secure cabin operations through effective staff training
• Planned and optimized required resources to meet operational excellence
• Periodically review Cabin crew training to ensure continuous suitability, adequacy, and effectiveness to meet desired safety performance.

• Embraced supply and timely loading of inflight supplies and meals for all departures
• Oversee that cabin grooming is delivered safely and in the most economical way following established procedures on all aircraft
• Instilled a culture of on-time performance on all functions of Cabin Services
• Liaised with ground staff for seamless transfer of information regarding passenger requirements or special requests

• Facilitated both ground and In-flight Cabin crew training following year-to-year training plan
• Maintained safe and secure cabin operations through regulatory compliance and adherence to SOPs in all functional activities
• Managed and maintained training records and related documents at all times
• In

• Expedited all annual in-flight training programs including all line checks for cabin crew and updating and storing all training records accordingly
• Conducted needs assessments to identify performance gaps and develop targeted learning solutions.

• Diligently accorded passengers and crew safety and comfort by adherence to company- documented policy, procedures and civil aviation regulations every day
• Contributed to corporate on-time performance (OTP) through adherence/compliance to company policies and standard operating procedures on all operational activities

• 07/2023, Accomplished Eswatini Air IOSA Awareness Workshop coordinated by AFRAA
• 2019, Successfully led the first Air Botswana E170 aircraft certification
• 2017 Received IATA certificate of recognition for driving IATA Safety Audit for Ground Operations (ISAGO).
• 2015, Approved by Botswana Qualification Authority as an Airline Trainer.
• 2012, Recipient of IATA certificate of recognition as SMS implementation professional.