Service Excellence Delivery Manager

About the Role
Manage and implement guidelines for QAS Service Excellence and Standards Delivery team in order to enhance the quality of QAS Service Excellence and Standards Delivery includes but not limited to aircraft cabin appearance customer Experience. Accountable for monitoring and maintaining a consistent service excellence delivery as per agreed SLA's and target KPI's and consistency of high operational standards in line with Company polices, respective Customer Airline Standard Ground Handling Agreement and Service Level Agreements (SLA).

Responsibilities

• Responsible for monitoring SLA's and target KPI's compliance within the cabin Service delivery and Customer Experience delivery while ensuring any observed gaps are being addressed in a timely manner through implementation of solid corrective and preventative action plans.
• Develop and implement QAS Services and Standards improvement action plans within the department and make sure Service delivery team follow action plan in their daily checks in operations.
• Manage the service and standard delivery data models and reporting systems, dashboards and performance metrics support, that support key business decisions in operations.
• Manage, supervise and organize the Service and Standard Delivery team duties in order to increase service quality in assigned area like aircraft Cabin, Customer Experience and Customer services touch points.
• Monitor and review checks /assessments like Cabin assessment, Customer Services touch points completed by each team and follow up and delegate assessments when necessary.
• Ensure the cabin cleaning activities is performed upholding the QAS image and follow-up / action on the failures that occur due to non – compliance with standard and procedure.
• Responsible for the health and safety of employees within associated areas promoting safe working environment and just culture principles.
• Ensure that Company's and individual carrier's standards are implemented and maintained at agreed service level of quality and compliance.
• Analyze and study the root cause(s) of incident(s), accident(s) and service lapse(s) and design and implement the solution(s) to ensure continuous improvement.
• Establish and deliver short- and long-term people engagement plans to ensure and determine sufficient competencies are in place within department in accordance with operational demands.
• Plan and work towards established Key Performance Indicators (KPIs) in accordance with guidelines and standards of Company's operational and financial objectives.
• Build and maintain strong working relationships with internal and external stakeholders for process efficiencies.
• Review Standard Operating Procedures (SOPs) on a regular basis and adopt necessary changes for smooth operations of Service and Standard Delivery team for Cabin and Customer Experience.
• Support execution of Business Continuity Plans with minimum operational interruption for critical operational situations and follow escalation process as defined.
• Support the role out of new approved technologies to improve overall QAS Services and standards quality and associated activities.
• Presents comprehensive reports to LM, HODs, VPs and SVP on the assessments carried with observations and recommendations on performance.
• Perform other department duties related to his / her position as directed by the Head of the Department
   

About you
Essential 

• Bachelor's Degree or Equivalent 
• Minimum 6 years of job-related experience
• Working experience in implementing and delivery of audit planning, trend analysis and change management Preferred
• Working in an Aviation Quality Management environment with responsibility of customer and passenger satisfaction.
• Responsible for quality audits regarding product knowledge and delivery
• Auditing skills
• Command of English language
• Strong mentor and coaching skills
• Ability to foster teamwork among team members and over different departments.
• Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.

About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before.
So, whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community