Job Purpose

The incumbent would identify, plan, and execute all continuous improvement initiatives aligning with organizational strategy & goals. Strategic and tactical responsibility for implementing quality and strategic operational goals to exceed customer expectations and supporting operational excellence. Drive total quality management and be responsible for quality control & assurance; identify risk and mitigate action plan. Work closely with internal and external key stakeholders, implement and scale initiatives to achieve better and seamless service delivery transformations. The key objectives are to monitor progress and provide visibility of regulatory compliances, continuous improvement initiatives, track via metrics/KPIS to assist in devising strategy. To ensure adherence of Standards, SOPs as per laid processes. Drive IMS and Kaizen projects to ensure operation efficiency. Ensure Health, Safety and Environmental issues are prioritized and facilitate lean business and drive continuous improvement across all quality related areas of the business in line with the strategy. Reporting & monitoring of key service level parameters and drive CAPA across stakeholders. 

Key Accountabilities

1. To develop and implement initiatives optimized to an airport eco system that are process oriented reengineering & improvements
2. To work in a cross functional team to execute strategy and drive data & audits.
3. Responsible for driving initiatives under ABEM, AWMS
4. Drive cross functional quality control, Audits & casual analysis, Kaizen, Six Sigma Projects
5. Lead & monitor Compliance & regulatory requirements and own action plan with Key KPIs.
6. To continually review and optimize various operational elements in operations by evaluating its economic sustainability without compromising on quality standards.
7. Governs implementation of risk-related policies and processes (operational, regulatory, financial, informational, reputational and audit risks) for the department, ensuring that that these meet regulatory and internal control requirements.
8. Develop all business quality performance measurements and maintain efficient measurements for all quality performance and participate in all operation system meetings and develop and deploy an efficient quality management system. To observe and review on- the-job conduct of customer experience associates, their grooming & appearance and drive interventions for continuous improvement. Invest & train the team suitably to enhance their skills and lead by example.
9. Lead a team of Customer Experience staff who supports the customer experience platform across Airport focusing on customer experience projects, service recognitions programs, training, and internal communication to shape mind sets and behaviours.
10. Capability Building with regular induction of Auditors, agencies, and vendor management.

EDUCATIONAL QUALIFICATIONS: MBA from B school, Professional certification of Six Sigma, Lean management 

RELEVANT EXPERIENCE:

(no. of years of technical, functional, and/or leadership experience or specific exposure required)

• At least 15 years of working experience with 5 years of customer experience (CX), customer journey experience in the service industry.
• Six sigma and Lean management.
• Leader with out of the box thinking and quick decision-making capabilities.
• Knowledge and implementation of customer experience and customer research projects.
• Service Orientation for all Customer Experience & Quality driven initiatives (no. of years of technical, functional, and/or leadership experience or specific exposure required)
• At least 15 years of working experience with 5 years of customer experience (CX), customer journey experience in the service industry.
• Six sigma and Lean management.
• Leader with out of the box thinking and quick decision-making
• capabilities.
• Knowledge and implementation of customer experience and customer research projects.
• Service Orientation for all Customer Experience & Quality driven initiatives