Job Purpose: As a Manager Crew Performance, you will have the opportunity to manage and develop a large team of Crew Performance Managers (CPMs) in raising the customer experience onboard by inspiring and driving crew performance in line with Emirates Hospitality Strategy. Your primary role will be to manage and deliver the department’s objectives in relation to the performance, development and conduct of cabin crew. This includes effective application of corporate policies and processes to manage crew fairly, consistently and compassionately by maintaining engagement. Job Outline: • Lead and manage the team and ensure they are developed and have the appropriate skill set and knowledge base to confidently apply policies and practices. Guide and develop team with the necessary people management and soft skills, through one to one meetings, coaching and performance reviews. • Manage and oversee the CPMs application of policy and good working practices. Ensure fair and consistent application of policies is applied. Review individual performance case management (disciplinary etc.) by ensuring learning points/good practice are shared within team. Encourage and empower CPMs in problem resolution and in initiating action to increase crew engagement and performance. • Provide direction to the CPMs by setting priorities and ensuring appropriate performance measures (MyBC goals and KPIs) are set and clearly communicated. Ensure accountability with the CPMs for achieving these results in a timely manner through a fair and consistent management of reliability and capability issues. • Design, review and implement practices in response to the changing needs of the business and/or customer feedback. Create and implement practices to manage and improve the quality of onboard cabin crew performance, and deliver consistent experience to cabin crew. Develop and drive the crew career path to ensure personal growth and job satisfaction for the cabin crew. • Review and confirm the suitability of crew for the renewal/non-renewal of contract. Engage with the support departments to ensure specialist input eg: EAC, HR, Safety, and Group Security when reviewing employment contracts. • Develop means of recognising/rewarding good performers and managing poor performers across Cabin Crew. Drive the Performance Management system, known as My Flight Performance and ensure accountabilities are clear with the CPMs, and on board leaders (Cabin Supervisors and Pursers). Oversee and manage the CPMs to ensure thorough investigation of high level complaints received from President Emirates Airline and Chief Operating Officer (PEKA & COO). Ensure reports are produced and appropriate action is taken. • Develop and maintain a strong network across the Cabin Crew Management, other SD departments and relevant stakeholders to achieve joint ownership and act as one management team to collectively agree practices, performance targets and priorities. • Work with Product Development to ensure adequate representation of the Cabin Crew Management in the planning stages of new product/service improvements so that ergonomic factors, crew feedback, productivity issues and other hygiene factors are considered. Ensure the effective implementation on service standards and schedules on-board. • Establish Manpower and budget planning process for the team. Ensure that the plan, once budget approved, is implemented and routinely monitored (budget vs. actual) in the area. Review productivity and operational levels to ensure that they are consistently maintained. Ensure unit costs are minimised and efficiencies are increased wherever possible, both within and across departments. • Accountable for being the first point of contact with Manager Crew Operations to identify issues which require crew support eg: crew missing or where unrest/disruption down route may impact crew wellbeing and operations.
Qualifications & Experience: Qualifications: – Degree or Honours (12+3 or equivalent) Experience: – In-Flight Service.In-flight Administration : 10+ Years – Experience in airline Industry preferably in inflight services – Must have experience of delivering results directly and through second tier management of large work groups Knowledge/skills: – People management and on board Service Delivery – Managing a team of managers – preferably with a major airline and/or Customer Service Industry – Leadership Role: Yes – Safety Sensitive Role: No
Salary & Benefits: Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more.