Executive/senior Executive Inflight Services

**Key Responsibilities**:

- Uphold standards and performance of inflight meals ex-SIN, through instituting and exercising processes for the tracking of SATS' performance
- Clarify and exercise SATS Service Level Agreements investigation processes for better accountability of inflight meal related lapses
- Monitor SATS’ overall performance on a quarterly and ad-hoc basis to ensure that SIA standards are upheld
- Coordinate inputs from other Inflight Services sections to facilitate SATS Service Level Agreements submissions
- Monitor SATS’ overall performance through random and joint audits
- Secretary for SIA & SATS management meetings
- Annual review of catering KPI targets for SIN
- Manage Special Meals (SPML) Offerings
- Keep abreast of the SPML trends/scene/offerings in the airline environment so as to facilitate policy and process changes, where applicable that lead to improved customer experience
- Review SPML related processes and leverage on technology to improve productivity and enhance customer experience
- Handling of Customers complaints/compliments and feedback from Cabin Crew Voyage Reports (CCVR) on F&B matters
- Investigate passengers’ complaints and feedback on F&B matters
- Review and report stakeholders’ investigation findings, wherever necessary
- Work with the system owners and stakeholders to strengthen processes and systems to enhance customers’ Inflight Service experience
- Consolidate, evaluate and propose Inflight Services Department’s requirements to develop, enhance and implement system projects, so that information can be utilized more efficiently
- Work with stakeholders to strengthen procedures such that information can be captured and retrieved in a more automated manner
- Provide Business Units input for ISD during system enhancements
- Ensure that critical milestones and deadlines are met for on-time implementation of projects
- Investigate issues relating to Inflight Services Department arising from the various systems
- Liaise with Customer Insights team for the enhancements of Voice of Customer (VoC) system
- Assist colleagues in the department with VoC & related issues and coordination with Customer Insights team
- Ensure that SPML selection are updated on FABS
- Develop eOrdering on PED to enhancement customer experience
- Digitalise meal audits by leveraging on low code platform, MS Powerapps, to gain audit process efficiency systemwide and better operational insights
- Coordinate with IT Division to work on Inflight Services Department Datamart and used cases
- Development of dashboards to aid tracking of caterers’ performance
- Monitoring Customers’ feedback on key Inflight Services projects and initiatives
- Assist in collating customer feedback from the the various feedback channels, e.g. VoC, compliments/complaints, CCVR, social etc for the key inflight services’ projects and initiatives

**Requirements**:

- Degree in any discipline
- Has knowledge and/or practical experience with statistical data analysis, issues related to IT services or workflows and service/hospitality management
- Interest in F&B operational services
- Interest in statistical analysis
- Good verbal/written and negotiation skills
- Able to learn on the job quickly
- Able to take on multiple assignments
- Takes a hands-on approach to problem solving
- Collaborative in communication style, yet task and goal-oriented in meeting project objectives and deadlines
- Able to independently prioritise and plan work goals and scope, without much direction
- Self-starter, with confidence to make decision calls in an uncertain work environment