Senior Executive, Operations In-Flight Services

Reports To: Manager Cabin Crew, In-Flight Services

Role Overview

The Senior Executive, Operations In-Flight Services, plays a pivotal role in supporting the Manager Cabin Crew, In-Flight Services. This position is instrumental in overseeing departmental operations and ensuring the cabin crew consistently adheres to stringent company policies and aviation regulatory standards. The incumbent will be a key driver in upholding operational excellence and maintaining the highest standards of service quality and crew discipline.

Key Responsibilities and Accountabilities

Oversee and enforce cabin crew discipline, diligently addressing any instances of malpractice, misconduct, or non-conformance to stipulated grooming standards, including overall appearance and weight guidelines, in strict accordance with company standing orders, policies, and procedural manuals.
Champion and embed the company's core values, fostering a culture of excellence and engagement through effective direct and indirect interactions with the entire team.
Manage the comprehensive process for checking, clearing, and reinstating cabin crew returning from various leaves, such as maternity, long-term medical absence, approved leave, or no-pay leave, ensuring full compliance with all grooming requirements and operational readiness.
Develop, disseminate, and maintain up-to-date operational information for cabin crew pertaining to In-Flight Services, critical station requirements concerning Customs, Immigration, and Quarantine (CIQ) matters, and all grooming-related guidelines.
Investigate, counsel, and appropriately address both positive feedback (compliments) and negative feedback (reprimands) concerning cabin crew performance, derived from customer feedback, Voyage Reports, and online performance monitoring systems.
Conduct, counsel, and meticulously monitor the performance of cabin crew through the annual Performance Management System (PMS).
Act as a proactive catalyst for continuous improvement, driving lean and agile methodologies and fostering an innovative mindset within the In-Flight Service department.

Qualifications and Experience

A Bachelor's Degree in a customer service-related field is required, or equivalent professional qualifications (e.g., D1 rank) combined with a minimum of seven (7) years of progressive experience in airline operations.

Required Skills and Knowledge

Exceptional interpersonal, communication (both verbal and written), and analytical skills, demonstrating resourcefulness and a dynamic approach.
Proficiency in Microsoft Office Suite is essential.
A strong customer-centric approach coupled with sound knowledge of Human Capital (HC) and Industrial Relations (IR) matters.
Comprehensive understanding of cabin crew operations, in-flight service standards, and relevant aviation policies and regulations.
Proven leadership capabilities and a strong sense of responsibility.

Key Challenges and Areas of Focus

The successful candidate will be adept at navigating and effectively addressing several critical challenges inherent in this dynamic role, including:

Effectively engaging and managing a large, diverse, and often virtual cabin crew workforce to ensure high levels of staff engagement and productivity.
Ensuring consistent service delivery by strictly enforcing company policies and processes, and maintaining product consistency across all operations.
Leading and mentoring a dynamic, multi-generational workforce, adeptly addressing the unique challenges and opportunities associated with generational changes within the team.