Executive Senior Executive Assistant Manager Service Quality and Compliance

The successful candidate will be a part of the Service Culture & Quality Department under the Customer Services & Operations Division. The role is crucial in protecting consistency in service standards building auditor capability identifying service delivery gaps and enabling targeted interventions and coaching.

Key Responsibilities:

1. Develop and maintain service standards QualityAssurance (QA) framework for airport processes (check-in boarding lounge concierge etc)
   • Develop and maintain QA framework (QA setup programme schedule auditor requirements and training programme)
   • Design/update QA monitoring tools (checklists guides templates)
2. Recruit and develop auditor capability
   • Recruit auditors to support approved QA schedule
   • Onboard train and develop auditors
   • Ensure consistency across multiple auditors and operational environments
3. Calibration management
   • Conduct quarterly calibration and alignment sessions
   • Document outcomes and update guidance as needed
4. Reporting and insights
   • Conduct audits and analyse findings
   • Issue reports and present recommendations to stakeholders
   • Identify root causes between behavioural capability and/or process gaps
5. Continuous improvement
   • Collate and track interventions/action plans
   • Validate effectiveness via followup (reaudit/spot checks)
   • Manage resistance to audit findings and corrective actions
   • Advise on quality-related operational improvements and escalate persistent non-compliance/quality risks

Requirements

• Bachelors Degree in any discipline
• Customer service quality management in a premium hospitality or aviation / airport environment
• Experienced cabin crew are welcome to apply
• Prior experience with audit methodology and governanceand auditor capability development
• Experience with data analytics and reporting
• Strong analytical thinking skills
• Strong stakeholder management and influencing