Cabin Services Project Process Manager

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Location: Belgium
Job type: Permanent
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Sector: Business & Administration
Job Role:

Cabin Services Project & Process Manager Mission As cabin services project & process manager, you are accountable for the project, processes and procedures within the Cabin Services department and seek for permanent improvement of the on-board experience in line with the company values and expectations. Analyze and follow-up all feedback received from the Cabin crew community. Prepare statistics to show the trend and work out action plans in order to improve the overall customer experience. Be accountable for the follow-up of operational and commercial KPI’s in order to recover costs related to contractual SLA’s. Key Result Areas 1. Project management * Be accountable for departmental and inter-departmental projects with the objective to improve and optimize the actual operational processes of the Cabin Services Department. Implement new projects in operations and be responsible for their follow-up. Take the lead in improving existing projects with the aim to have leaner and more cost efficient results. * Develop innovative ideas at company level and workout the required procedures and assure their operational implementation. Able to work-out, implement & follow-up Cabin crew procedures for all companywide projects such as Tomorrowland, Red Devils, phase-in of new aircrafts, opening of a new station, etc. * Take the lead in organizing departmental events such as “happy breakfast”, “b.meetings”, “new product tastings”, training of new tools etc 2. Process management * Manage the existing Cabin Services procedures and processes and work out improvement plans to reduce costs, complexity and to increase the efficiency of the existing processes. * Translate those processes in a clear and user-friendly operational manual. Ensure lean and efficient processes throughout the entire customer journey in close cooperation with other departments such as Customer Experience, Marketing, Ground Ops, IT . 3. Daily operations * As member of the Cabin Services Management team, you lead by example and you assist crew members in their daily work by taking adequate decisions and by giving clear guidelines based on the company procedures and values * Be able to act as Manager on duty within the Cabin Services Manager-On-Duty structure 4. Cabin crew reporting * Be the single point of contact and end responsible for all Cabin crew reports. Be accountable for a KPI related reporting system. Feed the operational department Heads with factual feedback and statistics enabling cost recovery linked to contractual penalties. Make weekly/monthly overviews & statistics of the most critical topics and make detailed analyses of the evolution of the different reports in order to work out an action plan for improvement with the stakeholders. This with the aim to improve the overall quality. * Be responsible for the development and maintenance of an automated reporting tool for the cabin crew community Your profile * Well-organized and with an eye for detail * Analytical skills (statistics) whilst being able to maintain a holistic view * You are a team player and can easily relate to people * Management experience * Proven project management skills from as from the conceptual phase * Service-minded attitude * Stressresistant * MS Office: Word, PowerPoint, Outlook and excellent Excel knowledge (graphs, pivots, formulas, analysis) * Willing to invest in self-study to understand new systems such as the planning or safety software * Indepth knowledge of the product, operational processes and good understanding of interdependencies between departments * Process design has no secrets for you
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