Jetstar Asia is looking for an experienced and self-motivating individual to perform the role of Manager, Cabin Crew in our Customer Service Department. Reporting to the Head of Cabin Crew & Customer Experience, this person will be responsible to provide leadership management in all aspect of Customer Service Department. Key Responsibilities: - Assist the Head of Cabin Crew & Customer Experience in the day-to-day running of the Customer Service department. He/She will act as the 2nd in charge in the absence of the department head. - Coordinate with rostering on crew rostering patterns to maximize operational efficiency, manage crew recruitment with People team to achieve timely injection of crew to meet manning requirements. Enhance productivity of the department by driving a positive culture, improve quality of crew and reduce cabin crew attrition. - Lead team members to achieve departmental business objectives and metrics of performance such as punctuality, absenteeism, customer service engagement and experience, NPS target, OTP target set by Group, injury management, sales and shrinkage management. Facilitate process improvement to achieve the strategic and operational goals of the Department. - Manage crew performance management to ensure service delivery, objectives and targets are met. Accountable for the overall management and performance of team of Star Development Managers (SDMs) and Cabin Crew (all grades) through effective application of corporate/department policies and procedures and relevant legislation. Build talent growth, identity and groom successors for key positions in the department. - Improve work place processes to detect and rectify safety hazards. Supervise internal audit team to ensure regulatory, group and IOSA audit compliance requirements are met. Promote timely reporting of safety concerns & ensure timely closure of issues to prevent escalation. Reduce the number of AOCR violation and high severity accidents attributable to cabin crew. - Assist Crisis Chair in the development and review of the Crisis Management Plan and lead the Special Assistance Team (SAT) in the event of a major crisis activation to manage the next-of-kin and coordinate with government agencies to mobilize support resources and be deployed as Face of the Airline. - Work with other internal/external stakeholders to include Ground Operations, Commercial, Flight Operations, Safety & Security and Corporate Communications teams to improve operational KPIs. Responsible for operations decisions for cabin crew during disruptions and irregular operations and drive operational performance to consistently exceed thresholds. To be successful in this role, you will need to demonstrate the following skills & experience: • Recognized Degree in any discipline or equivalent • Minimum 5 years in a managerial (team leading) role • At least 10 years of Cabin Crew performance, operation management and corporate experience • Experience as a cabin crew and possess knowledge of cabin crew culture are advantageous • Possess strong leadership, communication and interpersonal skills • Possess strong analytical and problem-solving skills • Possess commercial and operational acumen To apply, please click here To get the latest update on jobs opportunity, please LIKE FlyGosh FanPage or subscribe to our newsletters at the top of the website.
