Job TitleSenior Executive, Operations In-Flight ServicesReports ToManager Cabin Crew, In-Flight ServicesRole PurposeTo complement Manager Cabin Crew, In-Flight Services in supervising Operations of the department and to ensure Cabin Crew comply and strictly adhere to stipulated Company policies and Regulatory Standards expected of the Company. Key AccountabilityTo control overall discipline of Cabin Crew and take appropriate action on act/s of malpractice and or misconducts and Non Conformance to stipulated grooming guidelines (i.
e overall appearance & weight), in accordance to Standing Orders, Policies and instructions as stipulated in Departmental Manual, Disciplinary procedures, Grooming Manual and Safety Emergency Procedures ManualInstitutionalize and elevate MH value in business through direct and indirect engagement with the teamCheck, clear & reinstate Cabin Crew after Maternity, Long Term Absence due to Medical, long term absence from approved leave, No Pay leave etc in order to ensure standards of grooming requirements are metTo develop, disseminate and update information to Cabin Crew pertaining to In-Flights Services, operational and station requirements on CIQ (Customs, Immigration and Quarantine) matter and on Grooming related mattersTo investigate, counsel compliments/reprimand Cabin Crew resulting from customer compliments/complaints, Voyage Reports and online performance related mattersTo conduct, counsel and monitor performance of the Cabin Crew on yearly PMS (Performance Management System)Be a catalyst of change towards lean and agile in In-Flight Service departmentQualification & ExperienceDegree or alternatively a D1 rank in the field of customer service related industries with minimum 07 years experience in airline operationsSkills & KnowledgeHigh interpersonal skill, resourceful, dynamic with good communication skill (verbal & writing skills) and good analytical skill.
Familiar with Microsoft OfficeCustomer oriented and have good knowledge in HC & IR mattersBroad knowledge of cabin crew operations & inflight services standards & aviation policies & regulationsDemonstrate ability to lead and responsibleKey ChallengesManaging a large number of virtual workforce for an effective staff engagementInconsistency in service delivery due to non adherence to MAB policy and process, product inconsistencyManaging young work force and the issues associated with the generational change
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