Wednesday, 12 February 2014

Guest Affairs Officer (MIS) Job in Abu Dhabi

Job Title:    Guest Affairs Officer (MIS)
Job Location:    Abu Dhabi
Employer:    Etihad Airways
Department:    Guest Experience

About Us
Etihad Airways, the national airline of the United Arab Emirates, has in just ten years established itself as the world’s leading airline. “Etihad” is the Arabic word for “union”.
Set up by Royal (Amiri) Decree in July 2003, Etihad commenced commercial operations in November, 2003, and has gone on to become the fastest growing airline in the history of commercial aviation.

Job Description:
Manage the daily operations of the Guest Affairs team by coordinating work force management across Abu Dhabi & Manchester to meet service level agreements. Manage the scheduling of activities in response to the real time demands of the inbound workflows and forecasting of workforce to meet business requirements. Preparing and analyzing reports to optimize efficiency, maximize productivity and reduce cost.

Job Requirements:

  •     Post holder must be education to diploma level with a minimum of 3-4 years’ experience in MIS operations.
  •     A minimum of 1 year experience in the relevant support function (HR and admin, IT, etc.) is required. 
  •     Proficiency in relevant technologies; workforce applications, reporting, quality and monitoring tools
  •     Thorough knowledge of workflow operations
  •     Excellent written and verbal communication skills
  •     Fluent in English
  •     High computer literacy

Job Duties:
  • Deliver services with a primary, although not exclusive, focus on the assigned support function (MIS, IT and resource management, people and admin) taking responsibility to advance own professional and technical skills to efficiently manage and/or provide cover in the different areas of operations support.
  • Preparing, and maintaining reports and reporting data to support the continuous improvement of Guest Affairs operations.
  • Preparing & maintaining of staff performance scorecard database including time and attendance, adherence, productivity, quality assurance etc.
  • Assist with in house administrative functions in order to maintain records
  • Advise workflows according to identified skill sets to maximize productivity for all teams. As and when required balance workload allocations across multi-site & flow work load between sites as per daily workload analysis.
  • Forecast daily/weekly/monthly interaction and case volumes, trends and calculate manpower required as per set standards for all skill sets, languages and sites.
  • Review current and future business requirements and develop/align processes to help achieve business objectives. Prepare and present business cases as required.

Deadline Date: 23/02/2014