Cabin Crew Manager Service Delivery Management
Emirates Airlines
Total years of experience :20 years, 3 Months
• Responsible for managing 550 direct reports part of a total workforce of 20.0000 from over 130 different nationalities
• Recruit and select crew with high customer service skills and a potential leadership
• Educate and develop the individuals' customer-centric and leadership skills in order to manage their teams on board effectively and deliver the Emirates brand.
• Responsible for service delivery to the customer by effectively managing operational and contractual performance to meet agreed service levels within a complex process orientated environment
• Act as internal consultant to align performance, training and HR practices with overall business strategy
• Project manage performance development and training initiatives
• Provide support to recruitment team to select crew and other administrative roles within the department
• Identify, select and coach senior onboard management talent pool
• Assess competency of leaders against role profiles to support HR changes and evaluate quality of recruitment output
• Work closely with senior management team to develop and deliver strategy targeted to create a high performance culture driving leadership and management development within a multicultural environment
• Developed and project managed a structured approach to TNA and training evaluation
• Develop new service training courses for the different training interventions
• Designed Development Programme and managed a training team of 25 members
• Introduced standard career progression development procedures for crew promotion
• Designed and managed over than 15 projects working closely with various partners within the Service Delivery
• Individual development plans implemented for 08 Training Officers
The Master Education program comprises 6 taught modules of 20 credits each and a dissertation which contributes 60 credits, specialized in Leadership and Policy. My research paper discussed the value of the performance management tools and the role of training in improving performance.