[Job Title - e.g., Cabin Crew Performance Manager]
Role Objective:
The primary objective of this role is to effectively manage the performance and welfare of assigned cabin crew members. This involves ensuring the consistent delivery of flydubai's high standards in safety, service, and customer experience onboard.
Key Responsibilities:
The incumbent will be responsible for:
- Managing the assigned cabin crew team, which includes monitoring attendance and conduct, and providing regular feedback sessions and performance reviews.
- Conducting informal meetings to address areas of concern and escalating issues to formal disciplinary procedures when necessary.
- Performing regular assessments, probation meetings, and development reviews. This involves identifying and addressing performance gaps, recognizing achievements, and creating tailored development plans for crew members.
- Serving as the primary support contact for crew welfare, addressing both personal and professional needs. This encompasses conflict resolution, welfare concerns, and offering guidance on career progression and well-being.
- Managing complex physical, psychological, and domestic issues among cabin crew, offering continuous support and guidance.
- Collaborating closely with Human Resources to investigate and address disciplinary and grievance issues, managing cases through to resolution in alignment with company policies and standards.
- Investigating incidents involving customer complaints, behavioral concerns, and crew compliments, ensuring compliance with company policies and identifying opportunities for improvement.
- Fostering a positive work culture by actively engaging with cabin crew, encouraging feedback, and facilitating open communication channels.
- Providing support to the 24/7 operations team during critical incidents or other disruptions, ensuring the well-being of all cabin crew during crisis situations.
- Collaborating closely with Operations, Customer Service, and Safety teams to ensure aligned strategies for customer service excellence and operational efficiency. This includes representing crew interests in cross-departmental initiatives and contributing to continuous improvement projects.
- Acting as the representative for the Crew Management team in corporate operational projects, providing direct support and development to cabin crew to ensure operational excellence is consistently achieved.
Qualifications:
- Bachelor's Degree (3+ years) required.
- Fluency in English is essential.
- A minimum of 2 years of experience in large team leadership within aviation operations is required, ideally in roles demanding quick decision-making, resilience, and familiarity with employee relations, focusing on handling complex performance cases and disciplinary issues.
- A minimum of 4 years of experience as a flydubai Senior Cabin Crew Member is mandatory.
- Proficiency in Microsoft Suite is expected.
- Overall work experience of 6-8 years is preferred.
Competencies:
- Customer Focus
- Teamwork
- Effective Communication
- Personal Accountability & Commitment to achieve
- Resilience and Flexibility (Demonstrating a 'can-do' attitude)
- Inspiring & Developing Others
- Decision Making
- Strategic Thinking
- Business Acumen
Information Security Requirements (ISR):
The employee is required to read and comply with the ISR policies of the Company and diligently report any weakness or incidents to the respective Line Manager or the Information Security team. All required ISR awareness sessions must be completed, and associated guidelines followed in day-to-day business operations.