Team Leader - CX Excellence Processes & Procedures
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Key skills for this role
About the Role
flydubai is looking for a Team Leader to govern customer-facing support processes, policies, and procedures. The role involves developing process governance frameworks, managing knowledge bases, and driving process optimization using Lean or Six Sigma.
Key Skills for This Role
Responsibilities
- Lead the definition and maintenance of customer company wide process governance frameworks for all customer processes
- Develop and implement standards for process design, documentation, approvals and updates
- Define and govern standards for customer facing documentation including SOPs, FAQs, service recovery templates
- Design and implement service standards (SLAs, response times) per channel
- Manage Knowledge Base Management and Governance
- Govern CX Change Control and manage process for change management
- Lead process optimization using Lean, Six Sigma methodologies
Requirements
- Bachelor's Degree (3+ years)
- Fluent in English
- Airline or Hospitality experience
- Knowledge base and process engineering across multiple touch points
- Content management and knowledge base systems experience
- 5 7 years of experience with qualifications
- Process Engineering, Six Sigma, Green Belt
Full Job Posting
Main Objective of Role
- To govern all customer facing support processes, policies, and procedures to ensure they are standardized, compliant, effortless for customers, and continuously improved based on Voice of Customer (VoC).
- Serve as the central point of accountability for CX process standards, service policies, and change control.
Key Responsibilities
- Leads the definition and maintain customer company wide process governance frameworks for all customer processes for frontline teams and customer channels for regular and irregular operations.
- Develops and implements standards and ensure consistency in process design, documentation, approvals and updates.
- Defines and governs standards for customer facing documentation, including SOPs, FAQs, service recovery, templates and reference materials.
- Designs and implements service standards (SLAs, response times, first contact resolution guidelines) per channel.
- Manages Knowledge Base Management and Governance of access levels.
- Directs and leads the creation of a Governance framework and all documentation to support Knowledge Articles.
- Develops and manages a central CX Repository / Knowledge Base.
- Govern CX Change Control and all standards associated to changes and updates.
- Stakeholder Management and enablement to manage governance.
- Lead and Drive process optimization with improvements using Lean, Six Sigma, or similar methodologies.
- Direct creation of Champion test with A/B pilots on policy/process changes.
- Lead and promote a culture of operational excellence and standardization.
Qualifications
- Bachelor's Degree (3+ years)
- Fluent in English
- Airline or Hospitality experience
- Knowledge base and process engineering across multiple touch points
- Content management and knowledge base systems
- Years with qualifications: 5 7 years
- Process Engineering, Six Sigma, Green Belt
Competencies
- Customer Focus
- Teamwork
- Effective Communication
- Personal Accountability & Commitment to achieve
- Resilience & Flexibility (Can do attitude)
- Decision Making
- Inspiring & Developing Others
- Strategic Thinking
- Business Acumen
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