• Client Interaction
• Reporting & Documentation
• Business Process Realignment
• Manual Drafting
• Team Leadership

•  Auditing & Inspection
• Lean Six Sigma application
• Organizational Representation
• Resource Optimization
• Training & Development

• Service Delivery Audits
• Policy Compliance
• Aviation Safety Standards
• Product Design
• Concept development

Conduct unplanned service delivery audits and in-flight audit related to processes and performance of crew to identify and rectify deviations from standards. Collate feedback on issues related to the particular flight or any other flight from the pursers and other crew members. Conduct audits on the in-flight process encompassing airport services and cabin engineering issues and ensure operational readiness of team members to cater to exigent situations.

Implement and ensure compliance to Six Sigma methodologies by team members in day to day operations aimed at enhancing operational efficiency and service quality.

Evaluate service designs for recommending solutions based on identified process gaps to align with industry and organizational standards.

Guide team members in reengineering processes and implementing various process improvement initiatives across areas of operation.

Perform quality audits and develop quality management and quality assurance standards for ISO (International Organization for Standardization) registration.

Assess and ensure effectiveness of managerial policies and programs for reengineering operational and business strategies.

Update consolidated service related reports to be circulated to Service Delivery management for reengineering existing processes.

Conduct knowledge transfer for team members on organizational products and service routines, latest updates followed by recommending training / coaching for individuals or groups of specific grades.

Evaluate team member interaction with each other as well as performance of supervisors for enhancing service quality and client satisfaction.

Coordinated with the Onboard Product Development team and was involved in interacting with Catering, Cabin Crew Management, Cabin Crew Training, Engineering, Corporate Communications, Procurement and other relevant stakeholders for accomplishing project and operational objectives. Rendered SME (Subject Matter Expertise) in assigned cabin and support Onboard Product Manager in implementing specialized projects related to Onboard product development. Managed activities associated with Emirates Executive, charters and adhoc events including static tours, air shows, inaugural flights and filming events.

Coordinated with the Standards & Procedures manager for collating and updating process changes in relevant manuals and developing user friendly tools for team member reference.

Conducted service and product trials with the Onboard Product team and with other stakeholder including catering, engineering, training and aircraft development by creating and completing Product Change Reports in coordination with all stakeholders.

Maintained updated knowledge of product and service developments in the Commercial Aviation field by evaluating competitor onboard products and service delivery methods for implementing various process improvement initiatives.

Ensured seamless operations by maintaining team rosters and activities, internal compliance with regulatory requirements as well as preparing submissions and filings with regulatory bodies.

Organized promotional training for team members. Participated in product and service photo shoots in coordination with corporate communications for internal and external facing communication.

Guided team of 30 members in ensuring compliance to respective legislations and company policies, aircraft safety and security regulations for implementing the same in day to day business transactions.

Maintained regular interaction with ground staff, flight crew and medical services to ensure a safe and secure working environment and render “Award Winning” service to customers.

Groomed and mentored team members in enhancing client satisfaction by effectively resolving client reported issues.