Head of Quality and Customer Experience, RAK International Airport, Ras Al Khaimah, UAE

This job is OPEN for ALL Nationalities to Apply, unless otherwise specified.

Read the Job Description carefully, then scroll down for "Details to Register for this Job"...

About the job Head of Quality and Customer Experience

Head of Quality & Customer Experiences as a dual has defined purposes as stated below:

The Head of Quality role is to develop, implement and maintain the Quality Management System, relevant documentation, its performance, and effectiveness within the organization.

The Head of Quality is responsible for providing guidance and direction for the planning, implementation, and operation of the organizations Quality Management System (QMS) ensuring that all activities within the organization comply with the relevant ICAO SARPS, ISO, and GCAA regulations.

The Head of Quality is the nominated Post Holder for Quality with GCAA and reports directly to the accountable manager.

The purpose of the Head of Customer Experience role is to supervise and oversee the strategy, planning, and execution of the organisations overall customer experience goals ensuring that all other departments contribute equally to providing customers a seamless experience across touchpoints. The Head of Customer Experience is responsible for shaping the overall customer journey ensuring that customer satisfaction across all engagement points remains paramount, across a range of customer-focused activities.

The Head of Quality & Customer Experiences reports directly to the Chief Operating Officer.

RESPONSIBILITIES AND DUTIES

Head of Quality Responsibilities

Reportable directly to the Accountable Manager on matters affecting the adequacy, accuracy, and timeliness of the quality assurance requirements in accordance with CAR Part IX.

Responsible for the compliance monitoring and Quality Management System implementation, maintenance, documentation, performance, effectiveness, and oversight of the organization.

The post holder should be able to function as the Management Representative (MR) with respect to the Quality standards requirements.

To ensure that the Quality Management System provides the necessary assurance to meet the stated requirements for aeronautical data and data traceability to its origin in accordance with the requirements of GCAA regulations.

Develops and recommends procedures and instructions defining responsibilities and functions of Quality Assurance within projects.

Directs the implementation and administration of the Quality Assurance Program policies.

Designs and conducts appropriate QA/QC Audits to assess content, compliance, and effectiveness of Quality Programs including KPIs and Non-conformances.

Schedule QA/ QC Audits and coordinates with departments and other applicable organizations involved in Quality Programs.

Develops and recommends procedures and instructions defining responsibilities and functions of Quality Assurance within projects

Plans, develops, implements, and manages every aspect of Quality Management Systems.

To ensure Quality indicators are monitored to identify existing problems or potential causes of problems within the system.

To ensure an internal Quality Audit Program is implemented to audit the Aerodrome Operators organization for conformity with the procedures mentioned in the Quality Manual, associated documentation and achievement of the goals set in its quality policy.

To ensure the continuing suitability and effectiveness of the internal Quality Assurance System using statistical analysis and managerial review procedures

To ensure corrective actions that have been identified within the system are corrected in a timely manner

Head of Customer Experience Responsibilities

Overall responsibility for the development, performance and maintenance of the customer service activities of the organization.

Maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities.

Assessing, analyzing, resolving and documenting customers issues and complaints in accordance with agreed requirements.

Development of plans for customer services activities to include customer management to achieve satisfaction targets.

Support all other departments with customer service and related issues.

Manage and maintain contact with internal and external client/customers for feedback and to obtain client/customer satisfaction information.

JOB RELATED COMPETENCIES & SPECIFICATIONS SECTION

Knowledge, Skills, and Competencies:

The job holder should have a sound working knowledge of Quality standards, Customer Service delivery and best practice including some or all the following:

ISO 9001 Standards

ICAO & GCAA Regulations

UAE regulations, code of practices, and other appropriate regulations

Safety Management System

Ground handling safety, ACI and IATA best industry practices and guidelines for the appliable organizations scope of business

Must be able to demonstrate a practical understanding of the importance and effective application of a structured Quality Assurance compliance management system.

Strategic thinking and foresight

Interpersonal, networking, and influencing skills:

Problem-solving and analytical skills:

Ability to understand business objectives and align Quality and Customer Experience accordingly

Educational Profile and Experience:

Qualifications:

Bachelors degree or professional qualification in a related field is a must.

QMS Course or equivalent qualification

Experience:

Candidate should have at least 08 years of Quality Assurance management experience, with applied knowledge in the areas of industrial ISO standards, emergency response, compliance auditing, contractor management, or related disciplines.

Experience of operating at the senior management level within compliance and/ or environmentally aware culture may be considered in lieu of formal academic qualification.

Experience of working in the Aviation environment with proven exposure to Quality Assurance & Customer Service Delivery, and a thorough knowledge of airport operation and service delivery in ground handling operations.

The jobholder should have a very good written and verbal command of the English language as well as, good leadership skills and interpersonal skills.

Self-motivated and able to work under pressure.

The jobholder should have a high level of managerial skills and a high degree of decision-making ability.

Experienced in interfacing with regulatory bodies.

Aviation-related Quality programs and standards applicable to aviation operations

Accident causation and prevention theory

Physical Demands:

Fit for purpose

Work Environment:

Generally, in an office environment but may need to periodically perform activities in an external environment

DETAILS TO REGISTER FOR THIS JOB:

https://www.careers-page.com/rak-international-airport/job/QV839W38?utm_medium=free_job_board&utm_source=linkedin



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