Airlines - Corporate Operations

Description:

Lead, develop and deliver Service Delivery strategy through the provision of innovative, differentiated, efficient and cost effective operating model. Define and maintain Emirates service standards, development of in-flight products and catering services, training of cabin crew, safety and emergency training of flight and cabin crew in line with regulatory requirements.

Accountabilities:

1. Develop, deliver and monitor in-flight service levels and standards including customer service standards, catering, cabin layout, in-flight entertainment, and crew uniforms within the overall strategies of the airline.

2. Develop as part of the Product Monitoring and Development Committee the concept of the overall customer experience which defines Emirates and supports overall business strategies.

3. Drive a continuous productivity and efficiency programmes within Service Delivery. Develop a 3 to 5 years roadmap to deliver the agreed strategy and raise service standards at a consistently reducing unit cost.

4. Lead and facilitate all aspects of financial planning and annual budgeting to support the future growth and development of the division.

5. Develop Key Performance Indicators (KPIs) to deliver the highest possible consistent service levels on board.

6. Create a highly skilled, motivated and engaged workforce within In Flight Services Department to ensure the highest possible delivery of service standards is provided to internal and external customers.

7. Ensure a consistent management of crew performance and development. Manage effective training and development to meet EK service standards and the authorities licensing requirements.

8. Develop and maximize the impact of digitalization to support Emirates strategies and future transformational plans. This includes establishing and maintaining systems to manage cabin crew related matters in the most efficient manner and continuously evolve management tools and introduce technology for managing cabin crew, services and on-board passengers.

9. Define, develop and deliver the on board catering product ensuring cost effective logistics, space maximising on board stowage plans, worldwide quality management and the highest standards of hygiene. Manage the wine buying process for in-flight service.

10. Manage the Image and Uniform definition, provision and maintenance of standards for the Emirates Group.

Requirements:

QUALIFICATIONS & EXPERIENCE

Qualifications:
Post Graduate Diploma (12+4 or equivalent)

Experience:
15+ years in in-flight services and at least 10 years in a leadership role

Knowledge/skills:

• Experience of customer experience and passion for service excellence.
• Managing complex and dynamic business unit.
• Managing a large remote multi-national workforce.
• Business Finance, project management and change management experience.

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