Cabin Crew Performance Manager
Etihad Airways
Total years of experience :18 years, 10 Months
- Management of all aspects of cabin crew performance ensuring high level of safety and exceptional customer service
- Working in close liaison with Corporate HR and Legal Departments and adhering to human resources requirements when applying disciplinary actions or termination of contracts and managing these through to resolution
- Accountable manager for a large team of 250 onboard leaders and 48 Line Managers - managing performance against KPI’s and objectives, monitoring trends in reliability and absenteeism, providing detailed feedback, coaching and mentoring to increase leadership capabilities, benchmarking performance trends and driving plans of improvement, completion of a robust bi-yearly review process
- Mentoring and coaching new Performance Managers, Line Managers and other business managers through workshops and on the job training
- Design and delivery of learning initiatives in form of training programs, workshops and crew engagement sessions
- Recognition of excellent performance, assurance of consistency and fairness in the management of cabin crew
- Internal and external recruitment of cabin crew and recruitment related to progression to leadership roles
- Periodical checks of Line Managers, Cabin managers, Cabin Seniors and overall cabin crew performance on board
- Leading the team in safety compliance, in line with GCAA regulatory requirements and service drivers
- Making business and operational decisions in a complex environment to mitigate operational and safety related risks
- Ownership, development and implementation of departmental processes and procedures and monitoring adherence
- Project management in small to large sized projects
- Conduct of field work in term of audits, inspections and investigations within technical, flight and ground operations
- Collation of objective evidence and documentation of accurate and thorough findings
- Recommendation of solutions through designated reporting channels and verification of the implementation of corrective actions
- Maintenance and update of records, collation of trends, preparation and amendment of procedures
- Driving high level of customer engagement and public relation skills to deliver promised satisfaction and hospitality
- Leadership, coaching and robust performance management of Cabin Seniors and flight teams to ensure delivery of exceptional customer service, assessment of cabin crew performance on board
- Decision making, problem solving and leading teams to adaptability to emergency, medical and unusual situations
- Accountable for on time performance and driving compliance with safety, security and all in-flight and ground procedures
Management, marketing, knowledge of commodities, economics, business law, accounting, computer and business administration, English and German languages