Job Summary: The Manager Cabin Crew is responsible for the delivery of departmental targets and objectives. The role will set and manage service and performance standards for cabin crew through leadership and guidance of Cabin Crew Managers (CCMs). It must ensure the effective management, development and motivation of crew through the CCMs. The role will create and implement standard practices in line with corporate policy, legal and service standards and in response to the changing needs of the business, proactively managing and developing the CCMs to ensure these are applied fairly and consistently.
Key Duties and Responsibilities:
Provide Leadership to the Cabin Crew Management Team (CCMs, Senior Flight Pursers, Admin teams) ensuring future plans and SD direction is communicated, understood and implemented at an operational level. Create close working relationships within the assigned CCM group, optimising communication, sharing experiences and encouraging liaison and teamwork on operational issues.
Set CCM priorities. Ensure ongoing and stretching performance measures are set and clearly communicated to the Cabin Crew Managers (eg: reduce sickness/turnover/customer complaints by x%) and ensure accountability for achieving these results.
Develop and maintain a strong network across MCC teams to achieve joint ownership and consistent management of the CC Managers. Act as one management team to collectively agree practices, performance targets, priorities and remedial action. Ensure effective liaison on specific cases to ensure consistent application of policies and procedures.
Create procedures and guidelines and ensure the fair and consistent communication and application of corporate policies by all CCMs. Identify and ensure application of clear authority levels for CCMs. Ensure exceptions to the standard practices/polices are escalated to the appropriate approval body and records maintained where precedents are set. Communicate individual cases or change in practices back to the CCMs.
Create and implement practices to measure and manage the quality of onboard cabin crew performance. Set acceptable standards (incl delivery of service routines) and create means of recognising/rewarding good performers and managing poor performers. Drive the Performance Management system and ensure accountability with the CCMs, SFPs and Pursers.
Ensure all CCMs are developed and have the appropriate skill set and knowledge base to confidently apply policies and practices. Guide and develop CCMs' requisite people management and soft skills, through one to one meetings, coaching and eg: workshops. Review individual case management within the CCM team (disciplinary, industrial injury, accident reports etc), feedback to individual CCM and ensure learning points/good practice shared within team. Ensure CCMs are given continuous direction and guidance and the opportunity to provide feedback on support needed, change of policies etc.
Work with partner departments (CC Operations, Crew Scheduling, CC Service Centre, Training, Catering, Recruitment etc) to provide operations/service input on issues such as flight delays, roster needs, technical snags, crew promotions, training and development etc. Ensure these are effectively communicated and understood by crew. Input to creating systems, processes and policies that enable the Cabin Crew Management team to provide a consistent, personalised, crew focused environment.
Work with Product Development to ensure adequate representation of the Cabin Crew Management in the planning stages of new product/service improvements so that ergonomic factors, crew feedback, productivity issues and other hygiene factors are considered. Ensure the effective implementation on service standards and schedules on-board.
Responsible for implementing the Inflight Services Quality Policy Statement Ref: ISO 9002 4.11 using the processes and procedures documented in the Cabin Crew Manual and IFS Administration Manual to achieve the agreed performance standards.
Ensure productivity and operational levels are consistently maintained. Ensure unit costs are minimised and efficiencies are increased wherever possible, both within and across departments. Provide input and support to VPCC in the annual Cabin Crew budgets.
Qualifications, Skills and Experience:
The applicant must hold a Degree or Honours (12+3 or equivalent)
At least ten years of experience at a managerial level - preferably with a major airline and/or Customer Service Industry.
Previous experience of delivering results through second tier management of large work groups.
About Emirates Group: The Emirates Group is a Dubai-based international aviation holding company headquartered in Garhoud, Dubai, United Arab Emirates, near Dubai International Airport. The Emirates Group comprises Dnata, an aviation services company providing ground handling services at 17 airports, and Emirates Airline, the largest airline in the Middle East. Emirates Airlines flies to over 140 destinations across 6 continents, operating a fleet of over 250 wide-bodied aircraft. The airline has 170 aircraft on order worth US$58 billion.