Crew Performance Specialist - Emiratisation

Description & Requirements

• Collaborate with Crew Performance Managers (CPMs) to manage, support, engage, and develop our Crew to ensure we deliver the highest hospitality levels on board. Complete thorough investigation of crew performance, reliability, conduct, and capability incidents to support a safe and exceptional customer and crew experience. Manage and support day to day and overall engagement initiatives and channels with all cabin crew stakeholders.
• In this role you will:
• Ab-intio induction: Manage the end-end induction schedule for Ab-initio Crew, and liaise with key stakeholders to ensure a seamless experience. Be the focal point of contact for Ab-initios to ensure a successful integration both professionally and personally into the EK Group.
• Performance Management & Development: Analyse available data to identify trends in crew performance and provide proactive feedback, guidance and coaching to the crew member. Evaluate any performance shortfalls provided by the Training Specialist/Line Manager and promptly address with the individual Crew to ensure they meet the expected standards to be released to the line.
• Case Management: Thoroughly investigate, document and respond to reports/incidents of misconduct and/or capability and ensure appropriate action/ sanctions and escalate to Crew Performance Management when required.
• Crew Reliability: Manage incidents/trends of absence/punctuality with crew member to encourage behaviour change. Work closely with the Crew Attendance Management team to manage crew with high sickness levels and issue relevant capability letters.
• Customer Feedback: Action customer compliments and complaints relating to Crews performance. Analyse the data to identify any trends that need further investigation.
• Projects: Champion projects to address and ensure continuous improvements of our processes and procedures with the objective of improving cabin crew performance, experience and retention.
• Recognition & Development: Support Crew Performance Management and other key stakeholders in identifying opportunities to further support the professional growth of cabin crew. Identify and develop engagement and recognition tools for crew to provide the highest levels of hospitality in line with company goals and objectives.
• To be considered for the role, you must meet the below requirements:
• Have at least 5 years experience in In-Flight Service or In-flight Administration (12 + 3 or equivalent).