Re-advert: Manager Crew Performance at South African Airways (SAA)

Job Purpose    

• The Manager Crew Performance is primarily responsible for the delivery of departmental targets and objectives. The role will set and manage service and performance standards for Cabin Crew under the leadership and guidance of the Senior Manager Inflight Services. The role must ensure the effective management, development and motivation of Crew through the Pursers.
• The role will ensure implementation of standard practices in line with the Airline’s policies and procedures as well as the relevant regulatory framework. The incumbent will ensure that there is response to changing business needs and proactively manage and develop the Pursers to ensure these are applied fairly and consistently. The Manager Crew Performance will provide leadership to the Crew Performance department inclusive of Crew and Administrative staff, ensuring that direction is communicated, understood and implemented at an operational level.
• The role ensures that communication is optimised, experiences are shared and encourages liaison and teamwork with all stakeholders on operational issues. The role sets critical priorities and ensures ongoing and stretching performance measures are set and clearly communicated (e.g., reducing sickness/turnover/customer complaints by specific percentage) and ensures accountability.

Principal Accountabilities    

• Provides recommendations to support the implementation of the strategy and plan
• Manage quick win optimisation projects in the organisation where a need has been identified through defining methodologies, resource allocation, driving deliverables and reporting
• Identify initiatives in alignment with business requirements and strategic objectives and plan budget specifically linked objectives
• Actively monitor the expenditure and service delivery against plans and budgets and highlight any variation to the plan
• Analyse cost drivers and embark on cost containment initiatives in order to maximise the benefits realisation of savings
• Oversees the correct application of processes and systems concerning Crew Performance
• Deliver on regular and regular and timeous reporting of information to key stakeholders
• Participate in continuous optimisation programmes, projects and initiatives
• Manage stakeholder expectations through maintaining appropriate communication channels, providing best practice specialist input and ensuring satisfaction with service delivery
• Incorporate reporting information into decision making processes to ensure alignment of the methodologies, policies, processes and tools to the requirements of the business
• Conduct benchmarking against other businesses and more specifically against other competitors in the industry in relation to Cabin Crew
• Assess the impact of business decisions on the workforce within the organisation and provide solutions to optimise opportunities and mitigate downsides in collaboration with professionals
• Ensure that appropriate governance and risk management processes and systems are in place for area of responsibility and in line with future requirements, i.e. policies, procedures and reporting structures
• Review policies and procedures to ensure required standards are maintained
• Ensure regular quality assurance exercises or audits are conducted across business units to measure compliance with policies, procedures and standards
• Minimise exposure to legislative contravention
• Assist in maintaining operation flexibility and ensure productive operations by reducing the negative impact of the following: AWOL, Sick Leave, Training, Grounded Crew, Late coming and Documentation, list not exhaustive
• Investigate causes of poor attendance and address accordingly
• Maintain an efficient environment by enforcing discipline and full compliance to relevant policies and procedures
• Implement disciplinary/corrective measures were necessary that will not lead to dismissal
• Maintain full compliance to Safety and Service policies, procedures and frameworks
• Ensure crew well-being by actioning crew queries timeously
• Liaison with Daily Crew Movement on Daily Operational matters
• Assist Crew Performance Lead with the implementation and ongoing monitoring of Performance Management of all staff reporting to the team
• Conduct on-board line checks when/if required
• Conduct briefings monitoring and evaluation, as well as compliance to all other standards by cabin crew, when and if required
• Track crew qualifications and ensure training scheduled
• Conduct crew counselling with regards to poor work performance
• Conduct ‘Return to Work’ counselling sessions as part of employee wellbeing activities
• Take ownership and handle projects or assignments within the division
• Build and maintain effective working relationships with interrelated business areas
• Action all system generated workflow timeously, e.g. Pegasus, Cognos
• Document all discussions with Cabin Crew members on IQ SMS
• Investigate causes of Cabin Crew delays, passenger feedback and attend regular if required Identify areas for continuous improvement and ensure own personal development and the crew responsible for deliver high quality internal customer service to cabin crew
• Conduct periodic grooming checks to ensure Crew are groomed according to uniform standards
• Demonstrates an understanding of company policies and processes relevant to people management
• Adheres to people processes and plans to deliver on organisational objectives
• Participate in development initiatives to maximise own and department’s productivity
• Attend and pass all regulatory and service training required

Qualifications & Experience    

• Relevant 3 year Diploma in Commerce/Business Management at NQF level 6 and/or 4 years ‘experience in successfully supervising large teams, preferably with a major Airline and/or Customer Service Industry
• Relevant degree at NQF level 7 will be an advantage
• Experience in consulting/engaging with different levels of stakeholder groups and unions
• Must have a valid Cabin Crew License (license requirement is a regulatory requirement in terms of DOA for Cabin)
• Must have experience of delivering results through a second tier management of large work groups

Knowledge and Skills    

• Knowledge of relevant legislation (BCEA, LRA, industrial agreement, CAA Regulations, etc.) and all other regulatory requirements of countries SAA operates into
• Understanding of relevant SAA Terms and Conditions of Employment, policies, procedures and standards
• Knowledge of labour legislation, SACAA and IATA requirements
• Knowledge of SAA Collective Agreements
• Knowledge of SAA, Safety, Security and Service policies, standards and frameworks
• Understand the broader strategic context of decisions and actions
• In depth knowledge of flight and duty limitations
• Knowledge of SAA operations and products
• Computer Literacy (MS Office)
• Excellent time management skills
• Planning and organising skills
• Facilitation and presentation skills
• Problem solving and conflict resolution skills
• Networking skills
• Good communication skills (verbal and written)
• Financial acumen

Analytical skill

• Maintain awareness of industry trends and ensure this is applied to all business
• Strong understanding of legislation impacting SAA and or vendors
• Stringent reporting deadlines
• Ever changing operational requirements and processes

Attributes    

• Effective communication
• Technical expertise
• Flexibility and adaptability
• Drives results
• Organisational awareness
• Ethics and integrity
• Collaboration
• Negotiation skills
• Interpersonal skills
• People Management
• Customer Service
• Stakeholder management