Manager Ground Service policy and Compliance – 2946

Synopsis

Let your career take off with the World’s Leading Airline, Etihad Airways. Work in the forefront of the aviation industry, with the airline that has reimagined the flying experience through its pioneering products and services.

In this role, you are accountable to lead and manage the ongoing development of airport guest handling policy, procedures, and documentation. Develop frontline capability through process design and ensure alignment with applicable corporate and regulatory standards; targeting safe, secure, and compliant passenger handling operations.

Accountabilities

• Ownership, management, and ongoing review of the Airport Guest Services Manual (GSM) and associated documentation, ensuring full alignment with all applicable regulations and standards including IOSA, IGOM and UAE Civil Aviation Regulations.
• Manage compliance of documented and proposed procedures with regulatory and company policies, including consumer protection
• Alignment of Ground Operations and other company documentation through effective planning and collaboration with internal and external stakeholders including Fleet Operations, Cabin Safety, Corporate Safety and Quality and applicable regulatory authorities.
• Effective distribution and control of Ground Operations documentation and records in line with applicable regulations and standards, ensuring accessibility to internal and external operational personnel through appropriate platforms.
• Lead the Ground Services Specialist Team and provide effective policy support to the above-wing portfolio
• Liaise with Hub/Regional/Area/Airport Managers on execution of above wing policy changes
• Contribute to the operationalization of customer experience initiatives and programs
• Supervise audit preparation, define and review audit checklists to ensure accuracy and alignment to internal / external procedures, standards and regulations.
• Lead analysis of operational performance gaps and identify proposed process changes to improve performance
• Manage the development and implementation of the airport guest services vision, through delivering workshops, developing frontline support tools (guides, checklists, etc.)
• Support line manager with project management of ad-hoc business initiatives

Education & Experience

• Minimum High School Education
• Minimum 8-10 years relevant experience in airline or ground handling operations (in a passenger services function), with at least 5 of these years were in a supervisory/management capacity
• Experience in writing airline/ground operations policy, procedure, or training.
• Excellent communication and leadership skills.