Senior Manager Ground Services Etihad Airways

Etihad Airways is presently hiring for the job role of Senior Manager Ground Services in Abu Dhabi. The successful candidate will be responsible for Airport Guest Services support within Ground Operations. Lead and manage the ongoing development of airport guest handling policy, procedures and training across passenger handling, airport automation, third party lounges, baggage services and regulatory compliance across Etihad Network. Role holder also Provide strategic, tactical, and dynamic support to Etihad Network Airports, empowering delivery of defined, consistent service standards and find opportunities to continuously improve and evolve the airport experience. Develop frontline capability through process  design. Ensure alignment with applicable corporate and regulatory standards, targeting safe, secure, and compliant airport guest handling operations.

Responsibilities of Senior Manager Ground Services

• Manage multiple strands of the Airport Guest Services team structure. Ensure that departmental output is aligned with the needs of the business.
• Oversee compliance of documented and proposed procedures with regulatory and company policies, via the Ground Operations Manual (GOM), Guest Services Manual (GSM) and related process documentation.
• Champion Guest Service Delivery at Etihad’s network airports, via an engaged and motivated team of subject matter experts.
• Budget responsibility for Airport Identity/Operational Stock, Lounges, Baggage Services/recovery, and Inadmissible passenger expenses.
• Appointed stream lead for Airport Guest Services in all customer experience initiatives, including NPS performance, service improvement initiatives and brand experience standards.
• Translate the Guest Experience vision to meaningful standards at each airport touchpoint.
• Identify areas of weakness in airport service delivery, develop and implement improvement plans by identifying trends and shortfalls via available data and customer feedback.
• Represent Airport Services during product development, new projects, initiatives, and operational change programs.
• Triage key operational issues and challenges, providing recommendations on solutions and follow up with an implementation plan.
• Lead analysis of operational performance gaps and identify proposed process changes to improve performance.

Requirements for Role of A Senior Manager Ground Services

The eligibility requirement for role of Senior Manager Ground Services are as under:

• High school diploma with a minimum of 10 years of comprehensive experience in airline. Ground handling with at least 5 years of experience in a management capacity.
• Experience in leading the functions including policy, procedure, training and service delivery, automation for an airline / ground service operations with a global scope.
• Experience operating in Middle to senior management capacity and leading multiple/diverse functions.
• Should have experience in representing the airline in global industry bodies (ex: IATA).

Skills Desired

• Excellent leadership and people management skills.

Operations Efficiency Insights Manager Etihad Airways