Department COMMERCIAL and SERVICES
Roles and responsibilities
Job Description
v Responsible in dissemination of airline customers’ notices, updates, schedule changes, operational and menu changes to HODs
v Responsible for following-up with the respective departments to ensure that NCRs are returned within 2 business days
v Accountable for consolidating internal NCR responses from HOD’s
Carries out ‘root cause’ analysis on the returned responses and has follow-up discussions with the concerned HODs to determine the real reason for the service failures.
v Responsible for providing official and professional feedback to airline customers via email or upload to airlines’ reporting system within the agreed timeline of 3 business days
v Responsible for following-up with the relevant departments in investigating and analysing the service failure reports. Provides recommendation for operational improvements
In charge of producing monthly report to determine trends analysis on airline customers’ non-conformance reports to Senior Manager – Commercial and Services
v Monitors service failure trends and presenting the same to the respective HOD’s for corrective actions to be taken before unfavourable performance occurs and reflected in the monthly EK2 Balanced Score Card and the EKFC / Airline SLA.
v Reports to Senior Manager – Commercial and Services on a weekly basis with regard to Service Delivery compliance.
v Accountable for closing-out the pertinent action plans from the respective HODs to demonstrate and communicate positive outcomes are reached
v Assist the Senior Manager – Commercial and Services so we continue to be customer centric by ensuring the service level agreements (SLAs) between EKFC and Airlines are maintained through clear lines of communication with all the key stakeholders.
v Manage and coordinate airline customers’ new catering solutions (menu change, new or special menus, provisioning changes or charters)
v Identifies opportunities for upselling and increasing revenue
Provides professional and thorough responses to new airline customer queries on EKFC2 services
v Manages new airline catering services start up via coordination with all HODs and timely dissemination of airline information internally. Ensures menus, equipment and services are defined and issued accordingly
Escalates payment reminders to airline customer as and when highlighted by Finance team. Monitors financial guarantees and deposits, escalating to Senior Manager – Commercial and Services prior to business exposure
