Job Description

The successful candidate will join the Customer Services & Operations (CSO) Division, Ground Experience Development (GED) Department, and be part of the dynamic team in the Altea Centre of Expertise (ACE) section. He/She will be the Product Owner for 2 products - Altea Customer Management (CM) and 1-Click. 

• Altea Customer Management (CM) is a 3rd-party system used by the airport staff to handle daily operations, e.g. check-in, boarding, etc.
• 1-Click is an inhouse application used by the airport staff to rebook customers during flight disruptions.

He/She will work closely with stakeholders and vendors/developers to oversee these products to enable the delivery of world class customer service and operations at the airport.

Key Responsibilities:

• Lead new enhancements and initiatives
• Identify areas where operational efficiency or customer/user experience can be enhanced with technological solutions
• Gather and evaluate user requirements, develop and assess business cases, derive and track outcome measurements
• Lead the initiatives and enhancements, including scoping, planning, testing and implementation 
• Oversee end-to-end testing, such as planning for required support, managing manpower and resources optimally, ensuring comprehensive testing is conducted, ensuring timelines are met and budgets are kept to
• Evaluate, test and implement new system releases or features to improve user experience and operations 
• Support other BUs in their initiative implementation that have impact to the products 
• Liaise with stakeholders, vendors and/or inhouse developers
• Drive change management support and activities for airport staff when implementing new initiatives and enhancements
• Liaise with Airport Operations department on related communication to users
• Ensure smooth airport operations
• Ensure system behaviour supports airport operations and meets regulatory requirements
• Troubleshoot system related operational issues and errors, identify the root cause to minimize recurrence where possible, and address related queries from staff
• Support airport operations during disruptions

Requirements

• Bachelor degree in any discipline
• Must be comfortable working with systems
• Knowledge in Altea CM, airport operations and irregular operations processes is preferred
• Knowledge of Agile (Scrum/Kanban) principles and applications
• Self-driven, meticulous and organised, with outstanding problem-solving skills
• Excellent interpersonal, communication and project management skills
• Strong leadership skills and excellent team player