Manager Projects - Guest Service Delivery

Synopsis

As part of the Operations Division, work closely with teams and use insights from data to identify opportunities to drive improvements. Lead efficiency projects across the operations division with a strong focus on change management to ensure sustained improvements. Partner with operational teams to positively contribute to operational key performance indicators, including on-time performance, fuel efficiency and NPS/Guest Focused prjects and programmes. Look externally at best practices which can be adopted to drive improvement.

Accountabilities

• Project manage the implementation of initiatives and lead cross-departmental projects related to operations efficiency projects linked to key performance indicators.
• Identify, communicate, and support implementation of operational improvement opportunities.
• Perform ad-hoc analysis and root cause analysis to derive actionable insights for the operations division.
• Effective management of stakeholders. Ability to partner with the line department to drive sustainable change.
• Ability to develop and implement change management approaches as part of the project delivery.
• Support the development of business cases to support the cost / benefits evaluation of proposed projects to ensure its feasibility.
• Ensure governance is in place to track project budget, timelines and risks.
• Communicate key messages to the project sponsors and stakeholders to drive effective decision making.
• Nurture a broad range of stakeholder relationships across the business to support the successful contribution and delivery of projects
• Use initiative and experience to challenge and mature projects
  
  

Education & Experience

• Minimum bachelor's degree or anything above (i.e. vocational certificate / bachelor's degree / Master degree)
• 5 years of relevant experience and 3+ years’ experience in handling projects across multi-disciplinary areas preferably in aviation Guest Focused/NPS related programs and projects.
• Demonstrable experience in influencing stakeholders and crafting persuasive and robust presentations and communications.
• Excellent Excel and PowerPoint skills, ideally developed or matured at a leading management consultancy firm, with proven ability to provide persuasive and compelling arguments in a succinct and professional manner.
• Project management qualification (e.g. PMP, APM, or PMI membership) or proven knowledge of project management methodologies (e.g. PRINCE2, Agile Project Management) is preferred
• Experience with key external stakeholders in this role, including airports, ground handlers, cargo handlers or catering providers, is an added benefit in this role
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com