Operations Support (Mega AC)

• Contribute to setting and executing the organizations service strategy from a general service and customer service perpective.

• analysis of customer trends and behaviours is carried out to identify specific customer needs and wants.

• Define and communicate customer service standards, KPIs and benchmark with best practice in different service industries, and ensuring to implement related technology.

• Develop and implement customer service strategies, policies and procedures; manage the maintenance of agreed customer service levels and drive achievement of high service standards.

• Establish and maintain cross organizational relationships to align with company operation standards goals and ensure excellent service delivery for customers.

• Role model customer practices for all members of the customer service organization.

• communicates with externally the Saudia group.

• support Operation Director with the day to day customer relationship. This role has significant impact on owning and delivering the whole service proposition to Saudia Group Secretaries.

• Manage forecasting activities including predictions of calls, case load and customer traffic to international best practice standards.

• Conduct effective planning to maximize the productivity of resources.

• Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction).

• Be the voice of the Customer across the organization.

• Work with TQM department to identify new tools and technologies to better serve the customer and analyze their feedback.

• Lead cost savings initiatives with the other business units (PR, Claims, PA, Commercial analysis).

• Track & enhance customer experience of Saudi Airlines members.

• Track departmental efficiencies and drive improvement initiatives including technology solutions to reduce costs and increase efficiency.

• Lead and manage Saudia airlines related projects and initiatives from operations.

• Support the companys product design and launch efforts to ensure products are serviceable within the overall service strategy.

• Track and support the initiation of customer service projects/ KAIZEN related to regulators complaints unit to drive transfomation and continious service improvements.

• Identify area where processes and system can be imrpoved to increase efficinecy.

• Explore the possibilities for processes and system automation.

• Ensure and facilitate goal setting; manage and constantly review operation streams related to Saudi Airlines• Provide regular feedback, coaching and development.

• Motivate, empower, and enable direct & non direct reports by providing the necessary tools and support required to achieve the organizational development objectives

• A customer service & relationship background in operations management, hospital management, supply chain and procurement.

• Strong business background and project management skills

• Multi-cultural with interpersonal and communication skills, excellent planning, execution and organisational capabilities

• Strong service focused mindset in combination with commercial skills