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Specialist, Cabin Services

3 weeks ago

Singapore SCOOT PTE. LTD. Full time

We are searching for a Crew Performance & Engagement (CPE) Specialist to be part of the Crew Performance and Engagement team taking care of Crew's well being & engagement, performance management & development.

You will be working closely with CPE team, allocated Team Leaders and Human Resource team to improve the performance and craft development needs of cabin crew through identifying trends, areas for improvement and best practices.

**Responsibilities**

**Crew Performance Management**
- Manage the performance of the line crew as part of the Crew Performance Team, with the support of Team Leaders (TL)
- Responsible for ensuring that Crew Performance processes are correctly implemented with the support of Team Leaders
- Coaching Team Leaders for their leadership development in crew management
- Manage and resolve crew grievances whenever they are raised through the various feedback channels

**Crew Discipline Management**
- Manage Crew Discipline process in a fair and consistent manner
- Identify performance gaps to be addressed through training, coaching and counselling
- Conduct Primary investigation and assist in Disciplinary Inquiry
- Manage and resolve conflicts among crew. Ensure that follow-up actions (if any) are carried out and monitored for effectiveness
- Follow up with crew on complaints received

**Crew Engagement**
- Conceptualize, Plan and Execute Crew Engagement activities

**Crew Recognition Management**
- To manage the Best Scootee (Cabin Crew) of the Quarter/Year in their respective ranks
- To give recognition to crew for compliments received or jobs well done
- Provide guidance and advice to cabin crew on career advancement. Eg. re-designation and promotion

**Cabin Crew Recruitment**
- Work closely with Human Resource to recruit sufficient cabin crew to fulfil operational requirements
- Ensure recruitment criteria are implemented within regulatory requirements

**Crew Welfare Management**
- Posting of Birthday wishes in Mega Team chat monthly
- Sending of welfare entitlement (Fruit Basket/Flower Wreath/Baby Hamper
- Provide support to crew during overseas sickness
- Provide support/meet crew when there for any incident on flight (Eg. Death on Board/Abusive Pax)

**Crew Performance & Engagement (CPE) Supervisor Duty**

Perform CPE Supervisor duty once a month (Rotation among CP Specialists); the duty duration is 1 week from Monday to Sunday. Following tasks to be completed when on duty.
- Read and highlight matters requiring follow-up from the daily ops log
- Check on Sales Force for any pax complaint
- Check on Crew Report System (CRS) for Cabin Crew In-Charge (CIC)/Complex Leader (CL) feedback form
- Check on CRS for Passenger Compliment

**Administrative Duty**
- Checking and processing of contract renewal form submitted by Team Leaders (TLs)
- Checking and processing of probation confirmations submitted by TLs
- Checking of cabin crew MCs submission
- Compile Crew Performance statistics
- Submission of CPE statistics slides
- Conduct Exit interview for resigning crew
- Tabulate resignee statistics for CEO meeting
- Budget for Crew Engagement events
- Writing of event costing proposal
- Preparation of Graduation Slides and Logbook for new crew
- To build effective working relations with HR Business Partners

**Requirements**:

- Minimum 1-year supervisory experience managing a team
- Good time management and able to multitask and work under pressure
- Excellent interpersonal and communication skills for crew performance and engagement activities