Accountabilities

• Provide strategic direction and governance across the above business units, ensuring consistent standards, controls, and outcomes.
• Define and maintain the operating model for Support Function Management, aligning processes, policies.
• Own planning, forecasting, and tracking of ADM and related budgets across teams; deliver insights to optimize cost‑to‑serve and ROI.
• Ensure financial controls, procurement coordination, and audit readiness across internal teams and vendor contracts.
• Lead capacity planning, forecasting, scheduling across teams and outsourced partners to meet SLA and quality targets.
• Establish a robust MIS and analytics framework, including performance dashboards and standardized reporting.
• Own the end‑to‑end Quality Assurance program and the training strategy (induction, upskilling, refreshers) to drive consistent performance.
• Maintain a single source of truth for the knowledge base, with governance for accuracy, change control.
• Identify, prioritize, and deliver continuous improvement initiatives (process, policy, digital) informed by BI insights and voice‑of‑customer.
• Own the NPS improvement roadmap for Customer Care; deploy targeted actions and track impact through MIS.
• Govern global vendor relationships (contact centres and support suppliers), including contracting, commercials, performance management, and change communications.
• Act as a senior point of coordination across Operations, Digital/IT, HR, Finance, Procurement, and external partners.
• Anticipate operational and delivery risks, design mitigations, and ensure adherence to company policies and regulatory requirements (Security, HR, Ops, Legal).
• Streamline span of control to enable strategic focus; delegate day‑to‑day operational management.
• Lead, coach, and develop a team of Senior and Quality Officers; set objectives, monitor performance.

Education & Experience

• 7 years in business solutions, business analysis, product/process improvement, or similar.
• Bachelor’s degree in a relevant field, Airline/aviation or service industry experience.
• Ability to structure problems, manage multiple initiatives, and deliver outcomes in cross‑functional settings.
• Proficiency in requirements documentation, process mapping, and basic data analysis.
• Exposure to customer journey mapping, service design, or UX/CX practices, Familiarity with Agile delivery, Lean Six Sigma, or product management