About The Role

Defines, integrates and implements entire Services Excellence and Standards Development system, Image and style improvement programs and compliance framework for operations to adhere with QAS standards, customer airlines and company procedures in order to achieve service excellence. Lead and manage the Services Excellence and Standards Development department to research and evaluate service and standard trends across all departments in QAS. Makes recommendations to introduce, modify or withdraw procedures for improving standard trends. Plans and implements service standard programs to improve the overall operations in line with the direction of QAS Management.

Strategic

• Develop and oversee the implementation of advanced and strategic Service and standard concepts, evaluate changes in processes and assess operational and financial impact of the scenarios to the business.
• Responsible for strategic planning for service improvement of customer facing and customer touch point areas in order to enhance the services and standards improvement in QAS.
• Design and implement a methodology for continuous improvement in service excellence and standards based on data and field observations.
• Delivers Just Culture principles within Qatar Aviation Services, ensuring that safety and security remains the highest priority.
• Involve with QAS leadership team in reviewing service and standard delivery, image & style strategy and make recommendation to develop / modify Service excellence and standard delivery procedures in line with company standards.

Operational

• Develop and manage the service excellence and standard delivery and image & style strategy programs for operations using a risk-based methodology that provides oversight capability to ensure consistency, compliance and standards.
• Implement and monitor policies and procedures for operations relating to Service Excellence and Standard Delivery department in order to comply with operational and support requirements of QAS.
• Provide support and advice to operations in all issues related to service excellence and standard delivery, Image and style and disseminate relevant information with regards to service excellence.
• Liaise with operational relevant managers to analyzing issues and trends related to service conformance, performance and standard delivery and advise for necessary actions to be taken by concerned departments to improve their performance.
• Plan, organize and deploy department resources – manpower, equipment and facilities to perform the internal conformance checks and facilitate timely response to findings and/or observations.
• Coordinate with HOD / VPs to introduce management techniques (Lean, Time & Motion) to the operational and support teams in order to increase business efficiencies. Eliminate inefficiencies through the adjustment of processes and standards.
• Set up and maintain documentation and control procedures to ensure all procedures are documented in a controlled way through versions or revisions.
• Investigate and review existing operational SOPs non compliances, developing the checklist standards in order to improve operational procedures and implementing working checklists for departments.
• Manage man-hours and staffing within budget to avoid any overtime and to meet department budget target.
• Monitors trends and technology in learning & development globally and applies the best practices.
• Establish strong and consistent relation and network with the business units within the organization and QR Group
• Perform other department duties related to his / her position as directed by the Head of the Department

Qualifications

About you

• Bachelor’s Degree or Equivalent with minimum 8 years of job-related experience
• Working experience in implementing and delivery of audit planning, trend analysis and change management.
• 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 member

Preferred

• Working in an Aviation Quality Management environment with responsibility of customer and passenger satisfaction.
• Experience of quality audits regarding service delivery.