Team Leader - CX Excellence Processes & Procedures
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
flydubai seeks a Team Leader to govern customer-facing support processes, policies, and procedures. The role involves leading process governance, knowledge base management, and continuous improvement using Lean/Six Sigma.
Key Skills for This Role
Responsibilities
- Lead the definition and maintain customer company wide process governance frameworks for all customer processes for frontline teams and customer channels
- Develop and implement standards and ensure consistency in process design, documentation, approvals and updates
- Define and govern standards for customer facing documentation, including SOPs, FAQs, service recovery, templates and reference materials
- Design and implement service standards (SLAs, response times, first contact resolution guidelines) per channel
- Manage Knowledge Base Management and Governance of access levels
- Direct and lead the creation of a Governance framework and all documentation to support Knowledge Articles
- Develop and manage a central CX Repository / Knowledge Base with expiry controls and review SLAs
- Govern CX Change Control and manage process for change management before approval and rollout
- Stakeholder Management and enablement to manage governance and act as a trusted advisor
- 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
Requirements
- Bachelor's Degree (3+ years)
- Fluent in English
- Airline or Hospitality experience
- Knowledge base and process engineering across multiple touch points with customer facing and internal facing experience
- Content management and knowledge base systems
- 5 7 years of experience
- 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), serving as the central point of accountability for CX process standards, service policies, and c
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 to meet end to end lifecycle of policies, procedures, SOPs, and guidelines for all customer facing teams across flydubai products and processes
- Defines and governs standards for customer facing documentation, including SOPs, FAQs, service recovery, templates and reference materials for articles and manage governance across all teams with the centralised governance document to uphold and enforce standardisation.
- Designs and implements service standards (SLAs, response times, first contact resolution guidelines) per channel (voice, chat, email, social, web), ensuring documents are version controlled, searchable, and role based.
- Manages Knowledge Base Management and Governance of access levels to customer facing teams and the contributors for all articles and collaborates with relevant IT support to highlight areas for functionality or non performance.
- Directs and leads the Creation of a Governance framework and all documentation to support Knowledge Articles to meet relevant controls to ensure roles and responsibilities are clearly defined for content contributors with all standards.
- Develops and manages a central CX Repository / Knowledge Base, incorporating expiry controls, review Service Level Agreements (SLAs), and defined governance for contributors and users.
- Govern CX Change Control and all standards associated to changes and updates for stakeholders and manage process for change management before approval and rollout. Responsible for tracking post implementation outcomes and work cross functionally to monitor improvements.
- Stakeholder Management and enablement to manage governance and act as a trusted advisor to business leaders and process owners while developing and implement training for teams on governance standards and frameworks. Facilitate governance forums and approval committees.
- Lead and Drive process optimization with improvements using Lean, Six Sigma, or similar methodologies on top customer pain points. Manage and Monitor process performance KPIs.
- Direct creation of Champion test with A/B pilots on policy/process changes to validate customer and financial impact.
- 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 with customer facing and internal facing experience.
- 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
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at flydubai
Aircraft Mechanic B (Avionics) AMC
Dubai, UAE
flydubai is seeking an Aircraft Mechanic B (Avionics) to perform scheduled and unscheduled base maintenance on aircraft. The role requires an Associate Degree, aircraft maintenance qualification, and 3-5 years of commerc
Aircraft Mechanic B (Airframe) AMC
Dubai, UAE
flydubai is seeking an Aircraft Mechanic B (Airframe) to perform scheduled and unscheduled base maintenance on aircraft. The role requires an Associate Degree, aircraft maintenance qualification, and 3-5 years of commerc
Aircraft Mechanic B (Engine) AMC
Dubai, UAE
flydubai is seeking an Aircraft Mechanic B (Engine) to perform scheduled and unscheduled base maintenance on aircraft. The role requires an Associate Degree, aircraft maintenance qualification, and 3-5 years of commercia
Senior Planning Officer (Line)
Dubai, UAE
flydubai is looking for a Senior Planning Officer (Line) to provide functional support to the technical planning team and ensure the fleet is maintained per the approved maintenance programme. The role involves monitorin
Technical Records Officer
Dubai, UAE
flydubai is seeking a Technical Records Officer to support continuing airworthiness by managing aircraft records in compliance with regulatory standards. The role involves reviewing maintenance data, administering log-bo
Supervisor - Airport Services (Outstations)
Dubai, UAE
flydubai is seeking an Airport Services Supervisor to oversee and coordinate airport services agents and ground handlers at outstations. The role ensures high-quality passenger service in check-in, boarding, special serv
Senior Planning Officer (Line)
, UAE
flydubai seeks a Senior Planning Officer (Line) to support technical planning for aircraft maintenance. The role involves monitoring work packages, conducting audits, and ensuring compliance with maintenance programs. Ca
Technical Records Officer
Dubai, UAE
flydubai is hiring a Technical Records Officer to support continuing airworthiness by managing aircraft records in compliance with regulatory standards. Responsibilities include reviewing maintenance data, administering
Aircraft Mechanic B (Avionics) AMC
Dubai, UAE
Aircraft Mechanic B (Airframe) AMC
Dubai, UAE
Aircraft Mechanic B (Engine) AMC
Dubai, UAE
Senior Planning Officer (Line)
Dubai, UAE
Technical Records Officer
Dubai, UAE
Supervisor - Airport Services (Outstations)
Dubai, UAE
Senior Planning Officer (Line)
, UAE
Technical Records Officer
Dubai, UAE