Crew Performance Manager

Job Purpose: Drive and inspire Crew Performance Specialist (CPS) and a large,
remote and multi-cultural cabin crew workforce to ensure the team are driven
to deliver the highest hospitality standards on board. Manage assigned crew
through clear direction, feedback, motivation and development. This includes
regular communication whilst ensuring fair and consistent management of
performance issues in line with the corporate policy and Service Delivery
standards. Develop and manage day to day and overall engagement initiatives
and channels with all cabin crew stakeholders Job Outline: - Lead and manage
the team to ensure they are developed and have the appropriate skill set and
knowledge to 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. - Establish and maintain an effective crew
performance, based on the feedback and evidence on the performance management
system (My Flight Performance). Use regular communication to encourage and
develop performance on board. Motivate and coach the crew to improve
reliability and capability in order to meet the required standards. - Provide
direction to the CPSs by setting priorities and ensuring appropriate
performance measures (MyBc goals and KPIs) are set and clearly communicated.
Ensure accountability with the CPSs for achieving these results in a timely
manner through a fair and consistent management of reliability and capability
issues. - Manage and direct the team providing support to crew in instances of
critical incidents or accidents in Dubai or down-route, disruptive/distressing
flights or death in service. Ensure that the team liaise with overseas Airport
Managers on initial crew response for crew incidents down route. Conduct
debriefings for crew who have been involved in traumatic situations. Ensure
team to liasewith related departments e.g. HR, Employee Assistance Programme,
Local Affairs, on appropriate management of these cases. - Manage misconduct/
capability cases and identify any root or common cause. Make recommendations,
take corrective actions and implement pro-active communication or policy
review to ensure preventative action. Collaborate with the Crew Attendance
Management team to understand sickness trends and identify corrective action.
- Manage individual customer complaints relating to cabin crew performance and
ensure thorough investigation. Administer disciplinary procedures where
necessary for on board performance shortfalls/behavioural concerns, in line
with policy and procedure. Investigate cases relating to collective crew
performance. Ensure thorough reports produced and appropriate action taken to
promote high standards of service, conduct and professionalism. - Identify
crew development needs, design and deliver regular workshops which highlight
opportunities for improved service on board and support the development
requirements for career progression. Support appropriate departments including
eg: Cabin Crew Training/Product Development on the enhancement and design of
training and development standards and delivery of the same. - Review and
confirm the suitability of crew for the renewal/non-renewal of contract.
Engage with cabin crew to confirm the suitability 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. -
Manage the internal upgrade/promotions process to ensure that potential
talents are given the opoortunity from promotions through a fair assessment
and selection process. Invest in the reward, recognition and development of
all cabin crew to ensure that they meet the minimum skill bases and are ready
to progress to the next level.
Qualifications & Experience: Qualifications: Degree or Honours (‎12+‎3 or
equivalent) Experience / Knowledge / Skills: - In-Flight Service.In-flight
Administration : ‎8+ Years - Experience with at least ‎5 at a managerial level -
preferably in airline and/or customer service industry - Previous experience
managing Cabin Crew at an international airline will be preferred. - Well-
developed interpersonal and communication skills including extensive
experience in liaison, project management and analytics. - Experience of
delivering results and engagement programs through large work groups
Leadership Role : YES
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.