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Service Delivery Program Manager

Job Title

Service Delivery Program Manager

Reports To

Head of Enrich & Loyalty

Division

Commercial

Department

Customer Engagement

Role Purpose

Responsible for overall management of Enrich operations, systems and service delivery, oneworld alliance management and compliance for FFP delivery/Hub integration and system requirements, loyalty membership database management and analytics, lead as Project Manager for Enrich Systems Projects development & delivery to ensure Enrich/MAB project deliveries, drive operational efficiency of Enrich Operations to support targeted revenue/miles/membership growth, customer satisfaction , SLAs and managing penalties.

Key Accauntabilities

1) Plan and develop system and process enhancements strategies and programs to meet oneworld compliance and Enrich business transformation and growth, and assess technical and business requirements for systems development/enhancements and operational implementation as well as direct negotations/collaborations with service providers, SLA management to mitigate system/business risks and ensure optimization of benefits to Enrich/MAB.

2) Oversee and ensure operational efficiency to support customer/business needs (eg email management, miles claims processes, collaboration with other business units to ensure quality revenue generation and customer delivery especially with the outsourced vendors(Mind Pearl & Efficient).

3) Develop, lead and manage Enrich projects/loyalty systems integration/enhancement projects to evaluate, seek management’s approval and execute initiatives to ensure on time completion and delivery of project benefits (Project Manager role).

4) Act as oneworld FFP delivery lead to manage oneworld integration and day to day FFP alliance requirements to ensure compliance and timely delivery of initiatiives and co-ordinate system/file exchange/operations activities with oneworld partners and other Enrich partners.

5) Manage operational and fiscal activities of Enrich Operations covering budgets, financial goals, business plan, system development/enhancement, resource planning , management presentations and approvals and reporting requirements.

Qualification & Experience

Degree in Business Management / IT / Economics or any related studies with at least 7 years experience.

Skills & Knowledge

1) Must have excellent knowledge of airline business particularly on FFP systems/program fundamentals, reservation/loyalty system & procedures as well as customer management.

2) Experience in management consulting, project management and IT systems business solutioning with excellent presentation, communication/collaborative and MS applications skills.

3) Must be a strategic thinker with strong execution skills , high business acumen, problem solving & negotiation experience with partners and vendors/suppliers.

4) Strong leadership skills to lead teams and able to work independently under pressure to achieve results within deadlines.

Key Challenges

1. Ensuring consistent , quality and operational excellence to achieve excellent customer satisfaction and compliance to oneworld FFP delivery standards & requirements.

2. Managing and ensure SLA for system availability by multiple system providers and outsourced vendors.

3. Managing projects requirements/system enhancements and ensuring timely delivery within budget.

I would like to apply for the post of Service Delivery Program Manager bases at your esteemed organisation. I have attached my CV.

CV:

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