Head - Operations - Cabin Crew

This position is responsible for the management and deployment of cabin crew to provide a consistently high level of customer experience to passengers on flights, while ensuring compliance to regulations from regulatory authorities pertaining to all cabin crew operations.

- Administration

- Carry out cabin crew recruitment activities

- Plan and implement on-going crew communications, engagement and welfare activities

- Establish crew uniform arrangements

- Monitor flight record processing for timely and relevant allowance payments, and ensure crews- compliance to regulatory requirements

- Oversee and review preparation of annual budget and monitoring of spending for cabin crew department

- Cabin crew operations

- Cabin crew manpower planning requirements

- Planning of crew operating patterns (COPs), crew rosters and managing changes due flight disruptions or crew incidents

- Ensure compliance to regulations from authorities pertaining to all cabin crew operations

- Accountable for the maintenance of up-to-date roster records for all cabin crew

- Support development of rostering system by providing requirements/ideas for improvements, carry out user testing and driving change management activities

- Training

- Carry out training needs analysis

- Develop training programmes (including train-the-trainers) and conduct training for crew

- Manage crew trainers and external consultants in terms of course assignments, schedules, payments, evaluation of training standards

- Ensure proper maintenance for records of all cabin crew on training matters

- Performance management

- Coordinate crew monitoring via inflight audits, performance appraisals and passenger feedback

- Confirmation of new and promoted crew on probation

- Review and enhance cabin crew performance in terms of service and safety standards, as well as operational discipline e.g. compliments/complaints, on-time reporting, medical leave

- Work closely with HR to resolve disciplinary matters in a timely fashion

- Accountable for maintenance of up-to-date records for all cabin crew on performance matters

- Support development of performance management system by providing requirements/ideas for improvements, carry out user testing and driving change management activities

- Service Development

- Conduct Audit to assess SOP implementation and review existing processes to enhance customer experience

- Ensure that the documentation (announcement manual, service notification, crew circulars, service procedures etc.) are updated and maintained.

- Improve the onboard service delivery process, service quality, efficiency and fix recurring customer and crew pain points basis feedback and observation.

- Ensure timely resolution of issues raised in the VR with carious stakeholders

- Innovate, encourage new ideas and collaborative thinking.

- Work with Cabin Crew and training depts, identification and definition of crew work processes and service procedures based on product selection, design, and definition.

- Conduct competitive benchmarking, research of industry best practices and identification of customer trends to be explored for further innovation by the airline.