Key Result Responsibilities

• Manage daily G9 cabin crew operations, ensuring safety, punctuality, and full regulatory compliant compliance.
• Ensure full compliance with GCAA regulations 
• Maintain and update Cabin Crew Operations Manuals in coordination with Quality and Safety departments.
• Monitor and implement changes from regulatory updates into operational procedures.
• Ensure all crew are trained and briefed on regulatory requirements, including safety and emergency protocols.
• Oversee documentation and record-keeping for compliance audits and internal reviews.
• Monitor individual and team performance, attendance, and behavior. Implement interventions for under-performance and sickness/absence.
• Ensure effective execution of daily operations.
• Coordinate closely with OCC on crew deployment, schedules, disruptions, and recovery actions.
• Monitor crew attendance, legality, fatigue reports, and documentation to ensure continuous operational readiness.
• Implement cabin crew performance management framework, including KPIs and benchmarks.
• Conduct reviews of crew readiness, attendance, discipline, productivity, and operational impact.
• Monitor and analyze performance indicators including punctuality impact, attendance, productivity, service quality metrics, customer feedback, and crew readiness.
• Recognize strong performance and maintain regular one-to-one feedback
• Support the Head of Central Cabin Crew Operations through comparative analysis to identify performance gaps, root causes, best practices, and corrective actions.
• Ensure consistent implementation of Air Arabia service, grooming, and onboard professionalism standards across G9.

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• Ensure awareness and adherence to service delivery objectives, standards, and corporate policies.
• Embed service and performance expectations into daily operational decision-making.
• Lead service excellence initiatives in collaboration with the Customer Experience team to elevate onboard customer experience in line with Air Arabia’s brand promise.
• Drive continuous improvement in cabin crew standards across operational efficiency, customer experience, and service consistency.
• Lead, manage, and develop Duty Coordinators and Crew Supervisors to ensure effective day-to-day cabin crew operations.
• Collaborate with other hubs to share knowledge, align best practices, and improve overall cabin crew standards. 
• Lead crew welfare initiatives while maintaining operational and performance standards.
• Manage leave approvals in line with manpower requirements and operational priorities.
• Implement crew engagement and recognition initiatives to support morale, accountability, and productivity.
• Present regular and ad-hoc performance reports to Management, including analysis, clear recommendations, and corrective actions to improve operational and service performance.

Qualifications (Academic, training, languages)

• Bachelor’s degree in Aviation Management, Business Administration, Hospitality Management, or a related field is preferred.
• Cabin Crew license/certification or previous qualification as Cabin Crew is an advantage.

Work Experience

• Minimum 10 years’ experience managing cabin crew operations, including leading and supporting crews from diverse cultural and professional backgrounds.
• Strong knowledge of cabin crew operations, airline regulations, and fatigue management principles.
• Understanding of rostering, crew legality, and operational control processes.
• Significant cabin crew experience—ideally in supervisory or senior purser roles—with a strong track record in performance management
• Ability to manage day-to-day operations in a fast-paced, 24/7 airline environment.
• Proficiency in MS Office applications (Excel, Word, PowerPoint, Outlook) for reporting and analysis.
• Strong data interpretation and reporting skills to support operational decision-making.
• Ability to translate performance insights into actionable operational improvements.
• Strong decision-making skills, particularly during operational disruptions.
• Familiarity with cabin crew regulations, service delivery standards, and operational protocols.  
• Good understanding of HR and disciplinary processes.
• Excellent communication, coordination, and stakeholder management skills.