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InFlight business manager

8:27:00 PM

Ref
UKLH534
Region
UK - Heathrow
Location
Heathrow T5
Category

Lead, manage and coach a team of Senior Cabin Crew Members and cabin crew, to ensure consistent delivery of world class customer service. This role will be across the three fleets, Worldwide, Eurofleet and Mixed Fleet.

Job Description

Closing Date:  29th April 2013
 
Job Purpose
 
To lead, manage and coach a team of senior cabin crew (SCCM) in the air and on the ground, creating a high performance culture to ensure consistent delivery of world-class customer service.
To contribute to the effective running of the Fleet through the management and delivery of Fleet initiatives – for example, culture change and engagement strategies.
To act as role model for the Fleet at all times, particularly seeking to build an environment that includes, develops and recognises individual contribution from all Fleet colleagues.
Ensures that customer service, people and operational targets are achieved, acting in compliance with all aspects of safety and quality and British Airways policies.
 
Job Dimensions/Measures
 
Direct reports: a team of SCCMs @ 20.
Manage a portfolio of ground based processes for example– uniform and grooming, recruitment, training, customer initiatives.
Leads continuous improvement groups to maintain a culture of engagement, involvement and one team culture both on the ground and in the air.
Part of a strong structure of relationships with the IFCE Area Manager(s) and Fleet Development & Implementation Managers and Business Planning & Performance team to inspire crew to deliver exceptional customer service.
Proactive and continuous commercial awareness to include the distribution and application of business related information.
Trained to operate as part of cabin crew, contributing to the service whilst providing feedback and coaching to the SCCM.
The role is applicable to Worldwide and Eurofleet in IFCE and the role holder may be asked to move between Fleets dependent on business need.

Principal Accountabilities

  • Accountable for IFCE performance for a portfolio of routes within your IFCE Area Manager’s Business Area, and support IFCE Area Manager in their overall accountability for the area
  • Lead, manage, inspire and motivate a team of SCCMs to deliver a consistent in-flight customer service experience, productivity, cost performance, safety, onboard service recovery and any associated follow up
  • Development of talent within and across Fleets - proactive in mentoring and coaching SCCMs providing support both on and off the aircraft
  • Set performance standards and drives performance management processes, regularly reviewing & monitors performance across their team
  • As applicable, manage performance related pay processes for SCCMs that may be developed and determine distribution curve & any associated recognition/rewards
  • Lead and manage communities of crew focusing on a number of different portfolio areas, listening to views and leading continuous improvement activity
  • Deliver IFCE Business Strategy, including implementation of new team-working model of motivated and engaged small teams of crew within own area
  • Coach SCCMs to manage involvement groups with Fleet members to deliver continuous improvement to Fleet processes and products
  • Accountable for delivery of objectives set by the business and a personal development plan in line with the corporate performance management framework, seeking to improve through continuous feedback
  • Through continuous and effective engagement, ensure SCCMs understanding of current business and commercial issues which may impact the customer/IFCE. Own and build interfaces with wider business to sources and share knowledge and feedback
  • Proactively explore opportunities to enhance/increase BA business through engagement with service partners and internal departments
  • Proactively seek opportunities to work cross-departmentally and with other areas of the business. To build effective working relationships around BA and with key service partners, offering to support ground colleagues during disruption, passing valuable crew/customer feedback to working groups around the business
  • Contribute to meeting team/departmental financial and productivity targets
  • Ensures compliance with all corporate policies and IFCE processes, procedures and relevant legislation, including Dignity at Work

The Individual

Skills
  • Strong inter-personal and influencing skills
  • Proven leadership skills with the ability to motivate and inspire a team
  • Strong organisation and planning skills
  • Strong delivery focus, proven experience of delivery to milestone and deadlines
  • Strong problem solving capability
  • Demonstrates good judgement and has experience of taking difficult decisions
  • Demonstrates the ability to develop a tight knit team
  • Able to coach and mentor
  • Strong decision-making skills and emotionally resilient at all times
  • Passionate about customer service and people
  • Excellent written and spoken communication skills and able to communicate and role model BA’s vision and objectives to the whole team
  • Maintains compliance at all times with SEP/Recency
  • Able to deliver presentations/training programmes
  • Champions Diversity and Inclusion
Essential Qualifications
Educated to ‘A’ level standard
Able to fulfil the requirement to train and operate as a Cabin Crew member, therefore must:
  • be the required height, with weight in proportion must include the minimum reach requirement
  • To be medically fit to meet regulatory requirements
  • English and Maths ability to GCSE level or equivalent level
  • Previous customer service experience
  • A valid EEA passport allowing unrestricted worldwide travel, and the unrestricted right to live and work in the UK
  • Prepared to undergo a Criminal Record Check for all countries of residence for 6 months or more in the previous five years
  • Prepared to conform to all British Airways uniform standards, with no visible tattoos or body piercings
Experience
  • Experience of managing a team within a high profile customer service/hospitality environment
  • Planning and delivering change initiatives
  • Engaging and involving a large work group working remotely
  • Strong people management skills
  • Experience of managing projects
  • Coaching and mentoring experience
Expertise
  • Knowledge of Scheme
  • Knowledge of safety and security procedures, service style and standards needed to ensure delivery of world-class customer service
  • Has an understanding of and embraces cultural differences and diversity
  • Must have a good commercial understanding of the Company and its future strategy, as well as the ability to communicate business information and issues to the crew community

Application Process

All applicants are required to submit their CV and answer the following questions. Please prepare your answers in advance. Maximum 250 words
  • Please tell us why you are attracted to this role and the skills and capabilities that you would bring with you?
  • Please describe a time when you have motivated or coached another to deliver an improved performance. Please be explicit about the situation, what you did and what the outcome was.

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