Manager Process Development & Quality

Country UAE City Abu Dhabi Department Airport Operations Closing date 20 March 2013

Job Purpose Formulate best practice and acceptable industry standards into policy together with relevant departments across the Etihad. Draft procedures towards improved process efficiency across the network and the hub in matters that pertain to Guest Services and Ground Operations. Provide operational support for station start-up and assist in the smooth operation of existing stations. Liaise with the Etihad Training Academy on behalf of Ground Services and arrange for all GS personnel across the network to be trained. Manage GS Network Performance and Quality Accordance. Produce monthly station performance reports and analyze areas for improvement including punctuality and safety. Support and report to the Manager Ground Services Quality & Performance Support in day to day running of the department ensure compliance with local and international regulatory bodies. Responsibilities Ensure standards and Quality of all Ground Services policies and operational manuals to ensure current policy meets Etihad corporate objectives, Self Handling requirements, standards and international regulators and operators Responsible for advising and supporting the Manager Ground Services Quality & Performance Support with all aspects of passenger services and ground operations to ensure complying with local. international regulators and providers Ensure training of all stations with policy guidelines in accordance with statutory requirements of ground operations and training respective personnel to Etihad standard and license requirements. Produce operational bulletins for new procedures and operational changes, distributing the same across the network. Ensure and facilitate the development for GS covering technical, product awareness, procedural/policy requirements and soft standards. Manage new station start-ups for new and current stations including operation requirements, training and general support Manage ramp safety and aircraft damage for effective reporting and analyze areas for improvement Manage quality assurance for GS and carry out assessments of GS across the network to ensure quality, effective handling and safety. Make recommendations to improve QA throughout all areas of Ground Services Develop and enhance GS network for performance for medium to long term strategies including OTP and KPI’s. Develop 5 staff, 4 Ground Services Controllers and 1 Process Development & Quality Specialist to support the network on process and procedures within Ground Service’s. Requirements Qualifications and Education Graduate degree from a recognised university.   Experience A minimum of 10 years experience within an Airline or a Ground Handling Company of which, at least 5 years were spent in a supervisory position dealing with policy and procedures. The incumbent must be a specialist in passenger services and ground operations including both local and international regulating authorities. Experience of standards and procedures for passenger services are essential. QA knowledge and experience essential.  Training Received training within airline and or ground handing agent in passenger services and ground operations, completed a suitable train the trainer course.  Knowledge Working knowledge of DCS (Departure Control System), departure and arrival procedures and a working knowledge of reservations i.e. to retrieve PNR, add comments and confirm reservations.

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