SAHCO’s visionary leadership takes to the skies

Under the visionary leadership of Adenike Aboderin, who took the reins as CEO in February 2024, Skyway Aviation Handling Company Plc (SAHCO) has continued to cement its position as a trailblazer in the aviation ground handling industry. With her wealth of experience and expertise, Aboderin has been instrumental in steering the company towards new heights, fostering a culture of innovation, excellence, and customer-centricity.

As a seasoned executive with a proven track record of success, Aboderin has brought a fresh perspective to SAHCO, driving growth, improving efficiency, and enhancing the company’s reputation for exceptional service delivery. Her leadership style, which emphasizes collaboration, transparency, and open communication, has created a positive and inclusive work environment, empowering employees to thrive and contribute to the company’s success.

As SAHCO celebrates its achievements and looks to the future, the company’s strategic vision, operational efficiencies, and commitment to excellence come into sharp focus. SAHCO’s approach to sustainability and social responsibility, dedication to delivering exceptional customer experiences, and leadership philosophy all contribute to its success. Aboderin’s vision for the company’s future growth and development, as well as her approach to innovation and technology, will shape SAHCO’s trajectory in the years to come.

As you approach your second year as CEO, what’s the most significant lesson you’ve learned about leading SAHCO?

Upon taking the helm at SAHCO, I was impressed to find a highly skilled and professional team already in place. Their commitment to the company’s vision and values made my transition smooth and efficient. The team’s collaborative culture and teamwork ethos also stood out, as everyone worked together towards shared goals.
However, I also recognized the unique challenges of operating in a highly regulated industry. With regular audits from global airlines, we prioritized aligning our procedures and processes with international standards. This ensured strict compliance with safety and quality regulations, maintaining the highest standards of operational excellence.

With your tenure seeing significant changes in the aviation industry, how have you adapted SAHCO’s strategy to respond?

We’re committed to staying ahead of the curve. Our forward-thinking approach enables us to be flexible and adaptable, embracing cutting-edge technologies, diversifying our services to meet evolving industry trends and global best practices, and investing in green technology. Moreover, we prioritize the continuous enhancement of safety and security standards, ensuring we remain at the forefront of our industry.

What’s the biggest challenge you’ve faced in driving growth and expansion at SAHCO, and how did you overcome it?

The ground handling industry is dynamic and challenging, requiring innovative solutions to overcome obstacles. To address these challenges, we have taken proactive steps.

Sourcing ground support equipment and spare parts is a significant challenge, as these must be imported and purchased in foreign currencies. To mitigate this, our engineering team has developed and fabricated several pieces of equipment and spare parts locally, reducing our forex burden and operational costs.

Rising utility costs also posed a challenge. We conducted energy audits to identify areas for improvement and explored alternative energy sources. This led to investments in solutions that have reduced our energy consumption and expenses.

Establishing and maintaining trust in a highly competitive market is critical. We have achieved this by prioritizing efficiency, delivering high-quality services, and obtaining international certifications such as ISAGO and RA3. We are now working to acquire additional global certifications, further strengthening our competitive edge.

How do you balance SAHCO’s legacy as a government-owned entity with its current status as a private sector player?

SAHCO has a distinct history, having evolved from a government-owned entity carved out of the defunct Nigerian Airways Limited to a privatized company, and ultimately, a publicly listed organization on the Nigerian Stock Exchange since April 23, 2019.

Our unique blend of public and private sector experience provides significant advantages. As a publicly traded company, we benefit from enhanced access to capital and liquidity, increased visibility, and a strong culture of transparency and compliance.
In addition, we have a Visionary Chairman and Committed board members which makes level of discussion and ideas at the strategic board level to be dynamic and innovative whilst complying with a high Corporate Governance Structure.

We recognize that both sectors come with their strengths and challenges. It’s why we strive to leverage the best of both worlds, refining our processes and practices to achieve optimal balance and impact.

What’s the most significant lesson you’ve learned from SAHCO’s history, and how has it influenced your leadership approach?

SAHCO’s history of resilience through transitions has instilled in us the value of adaptability and innovation. This mindset fuels our proactive approach to adopting global best practices and anticipating industry shifts. We prioritize continuous learning, ensuring we remain well-equipped to navigate the evolving global ground handling landscape.

What operational efficiencies have been gained since SAHCO’s privatization, and how have they impacted the business?

We’ve optimized our operations through process streamlining and strategic investments in automation, including state-of-the-art battery-operated ground support equipment. By centralizing our operations, we’ve reduced turnaround times, enhanced reliability, and increased efficiency – delivering exceptional service excellence.

How has SAHCO’s investment in state-of-the-art equipment and personnel development improved its service delivery?

SAHCO has made significant strides in service delivery through strategic investments in state-of-the-art equipment and personnel development. These investments have enhanced operational efficiency by deploying modernized systems, including automated baggage handling infrastructure, clean and green energy ground support vehicles, and specialized cargo handling tools. This integration has streamlined operations, reduced aircraft turnaround times, and minimized delays, improving overall service reliability.

SAHCO has also reinforced its commitment to safety by upgrading equipment and implementing rigorous training programs to ensure personnel meet global certification standards. Enhanced safety protocols and cutting-edge technology have reduced operational risks, mitigating the likelihood of accidents and mishandling. This ensures a safer environment for personnel and passengers.

In addition to technical and operational enhancements, SAHCO prioritizes personnel competence and well-being. Continuous training and skills development initiatives ensure the workforce remains proficient in the latest industry standards and best practices. Recognizing industry challenges, SAHCO supports employees’ emotional and mental well-being, addressing financial and non-financial aspects of employee welfare. This fosters a motivated and engaged workforce capable of executing tasks with precision and dedication.

These strategic initiatives solidify SAHCO’s position as a leader in aviation ground handling, ensuring efficiency, safety, and workforce satisfaction remain core to its operations.

What’s the key to ensuring that SAHCO’s ground handling services meet the highest standards of efficiency, speed, and safety?

We take immense pride in our workforce, investing heavily in continuous training and development to ensure they remain at the forefront of industry expertise. Our operations are also heavily driven by cutting-edge technology, fostering efficiency, innovation, and exceptional service delivery. Furthermore, we maintain our commitment to global excellence by regularly renewing our international certifications, adhering to the highest industry standards. These commitments are paramount to delivering efficient, safe, and seamless services.

As SAHCO continues to grow, how do you ensure that customer satisfaction remains a top priority?

At SAHCO, we cultivate strong relationships with our clients through an open-door policy, ensuring transparency and effective communication. By being accessible and responsive to client concerns, we proactively address issues and foster trust, leading to long-term collaborations.

We thrive on client feedback, which informs our continuous service enhancements. Our dedicated client engagement team gathers insights through surveys, direct communication, and post-service evaluations, enabling swift identification of areas for improvement and implementation of corrective actions.

We prioritize client-specific solutions, tailoring our services to meet individual needs. Our culture of customization – whether through specialized cargo handling or dedicated support – ensures we exceed expectations. Through research, client discussions, and industry trend analysis, we proactively anticipate and address client needs.

By investing in strong client relationships and delivering personalized solutions, we believe that the deeper our understanding of our clients’ needs, the greater our value to them.

Can you share an example of how SAHCO has leveraged its ISAGO and RA3 certifications to enhance customer experience?

Certainly! SAHCO’s prestigious certifications – ISAGO (IATA Safety Audit for Ground Operations) and RA3 (Regulated Agent Security Program) – significantly enhance the customer experience. These certifications guarantee that safety, security, and operational excellence are our top priorities, while ensuring compliance with global best practices and industry trends.

Furthermore, our ISO 9001 certification reinforces our commitment to quality management and continuous improvement. These certifications demonstrate our dedication to safety, efficiency, and quality, providing tangible benefits to our clients, including:

– Reduced operational risks
– Ensured regulatory compliance
– Consistently high-quality services across all locations

By maintaining these rigorous certifications, we reaffirm our promise to deliver exceptional services that meet the highest global standards.

What’s the most important factor in building long-term relationships with SAHCO’s customers?

We maintain an open-door policy, granting clients direct access to our Directors’ offices when needed. To us, clients are more than customers – they’re partners. We recognize that our success is inextricably linked to theirs, and this mindset has fostered strong, enduring relationships.

While disagreements are inevitable, we address them constructively, prioritizing growth and mutual understanding. We remain receptive to feedback, always striving to exceed expectations and meet evolving client needs. This commitment has cultivated loyalty and long-term partnerships.

By delivering consistent quality, being responsive to client concerns, and demonstrating a deep understanding of their needs, we’ve established trust and ensured our services remain relevant and impactful.

Read also: Multiple contracts see SAHCO’s revenue rise to 74.8% in 2024 

What impact has SAHCO’s heavy investment in personnel development had on employee engagement and retention?

Our comprehensive training initiatives, including a state-of-the-art training school, in-house and on-site training, Knowledge and Skills Sessions (KSS), and local and international programs, have significantly enhanced our staff’s expertise and morale. By equipping employees with the necessary skills to excel, we demonstrate our investment in their growth and well-being, fostering a sense of personal and professional development.

This, in turn, leads to increased job satisfaction, higher morale, and a more positive work environment. Our commitment to personnel development has not only boosted employee engagement and satisfaction but also improved overall performance, productivity, and retention. These efforts contribute to a sustainable competitive advantage, reinforcing SAHCO’s reputation as a preferred employer in the industry.

Can you share an example of a training program that’s had a significant impact on employee performance?

Our Customer Service and Operational Excellence Training program is a cornerstone of our staff development initiatives. This training exposes our team to the latest customer service trends, equipping them with effective communication and engagement skills to enhance customer satisfaction.

In the aviation industry, where relationships and repeat business are vital, this training is particularly crucial. The program has yielded measurable improvements in Key Performance Indicators (KPIs), including customer satisfaction scores, turnaround times, and overall service delivery quality.

Operational excellence encompasses not only speed and efficiency but also adherence to safety and compliance standards. This training has reinforced the importance of upholding these standards, ensuring our staff consistently delivers safe, high-quality, and customer-focused services.

What’s the key to fostering a culture of excellence among SAHCO’s workforce?

SAHCO believe’s that recognizing excellence is a potent motivator. We acknowledge every achievement, no matter how big or small, to foster a culture of appreciation and encouragement. For instance, when our Lagos Station won the prestigious British Airways Award for Middle East, Africa, and Asia Pacific, we formally recognized the entire team dedicated to the airline. This recognition not only led to the award being won three times but also inspired our Abuja team to strive for similar success.

Beyond awards, we encourage an open-door culture where employees feel empowered to share their thoughts and suggestions. This open platform has instilled an ownership mentality, where staff feel personally invested in SAHCO’s success. By valuing their input and contributions, we continue to strengthen employee engagement, motivation, and overall company growth..

How has SAHCO leveraged technology to drive innovation and improve operational efficiency since its privatization?

As a forward-thinking organization, we’ve made substantial investments in eco-friendly, clean, and battery-operated equipment, as well as automation in cargo handling and baggage tracking. We also harness the power of data analytics to optimize resources, driving efficiency gains across our operations.

Moreover, we’ve embraced cutting-edge technologies like Artificial Intelligence (AI) and advanced data analytics to enhance our efficiency and effectiveness. These innovations enable us to streamline processes, inform decision-making, and optimize resource allocation, ensuring we remain at the vanguard of ground handling innovation..

Can you share an example of a technological innovation that’s had a significant impact on SAHCO’s service delivery?

We’re revolutionizing our cargo management with an advanced tracking system, boosting transparency and customer trust. Our new e-billing portal streamlines the billing process, creating a seamless, fully electronic system.

Furthermore, we’re integrating Artificial Intelligence (AI) tools across our operations to drive efficiency, optimize service delivery, and reinforce our commitment to innovation and customer satisfaction.

What’s the biggest technological challenge facing SAHCO, and how are you addressing it?

We’re progressing towards a more sustainable future by transitioning to electronic and battery-operated ground handling equipment, eliminating carbon emissions entirely. Although this shift requires significant investment, it aligns with our dedication to environmental responsibility and sustainability.

We’re committed to achieving full implementation over time, solidifying our position as a pioneering and eco-conscious organization, driven by innovation and a passion for protecting the environment.

Sustainability and Social Responsibility

As SAHCO continues to grow, how do you ensure that sustainability and social responsibility remain core to its operations?
We prioritize environmental sustainability by incorporating eco-friendly practices into our operations. This includes utilizing environmentally responsible equipment, reducing energy consumption, and investing in green power generation for our facilities.

To ensure long-term sustainability, we maintain strict operational controls across all areas, carefully balancing our environmental commitments with the need for efficiency and service excellence.

Can you share an example of a sustainability initiative that’s had a significant impact on SAHCO’s operations or reputation?

As part of our sustainability efforts, we’re transitioning to a paperless documentation process across our 22 stations. This shift will significantly reduce our paper consumption, minimizing our environmental footprint.

In addition, we’re replacing our traditional equipment with eco-friendly, green alternatives. By embracing technology and sustainable practices, we’re committed to becoming a fully technologically driven organization, prioritizing efficiency, innovation, and environmental responsibility.

What’s the most important social responsibility issue facing SAHCO, and how are you addressing it?

Under the guidance of our Chairman, a renowned philanthropist, SAHCO has established a robust corporate social responsibility framework. Our initiatives are centered around four key pillars: Education, Healthcare, Aviation Value Chain, and Brand Promotion.

We are deeply committed to giving back to society and contributing to the nation’s growth. Our projects align with these core areas, demonstrating our dedication to creating a lasting impact. Notable initiatives from the past year include:

– Donations to schools and healthcare facilities
– Sponsorship for physically challenged individuals
– Scholarships for underprivileged children
– Organizing aviation essay competitions and supporting aviation development projects
– Establishing a science laboratory for a local secondary school
– Providing medical supplies to the NDLEA
– Encouraging STEM students through internships and job training programs

These initiatives reflect our unwavering commitment to fostering sustainable growth and making a meaningful difference in society.