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