About the Role
Role will be responsible to manage the performance of an aircraft appearance, customer experience and
employee Grooming ensuring for consistent high-quality service in full compliance with airlines standards
and QAS procedures. Lead a team of Senior Service Excellence Delivery Agents on a shift basis to inspect,
correct and guide the team on Services excellence. Analysis of non-compliances to bring improvements
within the scope of overall Service Excellence to maintain high operational standards in line with company
polices, respective Customer Airline’s SGHA (Standard Ground Handling Agreement), SLA (Service level
agreements) and Grooming guidelines. Ensures that the provision and delivery of the respective services,
products and procedures are in line with approved standards with focus on quality, delivery, practicality,
compliance, efficiency and cost-effectiveness.
Responsibilities
- Accountable for supervision the quality cabin appearance activities, customer experience service standards and grooming standards within designated operational zones and monitor the onboard conformance to company Standards & Quality with focus on best and consistent service delivery.
- Quality checks on onboard cabin appearance and customer experience touchpoints offered through delivery teams to ensure agreed standards are met.
- Perform Risk Assessments, Aspect & Impact Analysis, Internal Audits, Preventive & Corrective action reports, and analyze non-conformances/gaps/trends to bring improvements within cabin appearance activities and customer service delivery.
- Prepares and presents comprehensive reports to Line Manager on the assessments carried with observations and recommendations on the individual/team performance.
- Drive continuous improvement through strong working relationships with the shift management teams, Cabin Appearance and Customer Experience Departments.
- Analyze trends and share information with Cabin Appearance and Customer Experience management for implementation of necessary actions to improve overall product delivery.
- Monitor non-conformances, analyze trends and work closely with line management to ensure effective, timely actions are implemented to address deficiencies and share with management for necessary actions to improve performance.
- Perform spot checks and report any deviations from Company Procedures and Policies and ensure corrective actions implemented.
- Work with Managers towards implementing robust and consistent internal SOPs for each type of service delivery and also continually update them as per service requirements.
- Work closely together with the Management to monitor key performance indicator to assure improved service delivery and quality targets are met to ensure commercial success is achieved.
- Lead by example while maintaining health, safety, grooming standards and excellent working practices in line with Company polices.
- Deliver operational safety briefings to direct and indirect reports and provide regular operational updates.
- Deliver Training / briefings to employee on Grooming and standard to educate employee on company grooming standards.
- Build and maintain strong working relationships with assigned officers and team members and other internal and external stakeholders for process efficiencies.
- Conduct internal control audits across the cabin appearance, customer experience and employee Grooming in coordination with the departmental HODs, Line Managers and frontline staff members to assess conformance to procedures. Follows up on results and implements corrective measures needed.
- Coordinate with Customer Airline and all other relevant stakeholders to match their compliance and conformance levels in the day-to-day operations as well as for audits.
- Drive continual improvement recommendations in the management system and the company quality objectives, suggesting innovative improvements to the Managers where necessary.
- Ensures that appropriate controls and procedures are in place to satisfy the requirements of customer airlines in line with SLA
- Perform other department duties related to his / her position as directed by the Head of the Department