Product Delivery Specialist

About the Role

As a Product Delivery Specialist, you will be responsible to manage the performance of an aircraft cabin cleaning and appearance ensuring for consistent high-quality product delivery in full compliance with airlines standards and procedures. Lead a team of Senior Product Delivery Agents on a shift basis to inspect, correct and guide cleaning teams during and after the cleaning process. Analysis of non-compliances to bring improvements within the scope of cleaning and overall presentation onboard to maintain high operational standards in line with company polices, respective Customer Airline’s SGHA (Standard Ground Handling Agreement) and SLA (Service level agreements). Ensures that the provision and delivery of the respective services, products and procedures are in line with approved standards with focus on quality, delivery, practicality, compliance, efficiency and cost effectiveness.

• Accountable for supervision the quality cabin appearance activities within designated operational zones and monitor the onboard conformance to company Standards & Quality with focus on best and consistent product delivery.
• Quality checks on onboard cabin appearance services offered through Product delivery teams to ensure agreed standards are met.
• Perform Risk Assessments, Aspect & Impact Analysis, Internal Audits, Preventive & Corrective action reports, and analyze non-conformances/gaps/trends to bring improvements within cabin appearance activities and service delivery.
• Prepares and presents comprehensive reports to Line Manager on the assessments carried with observations and recommendations on the individual/team performance.
• Drive continuous improvement through strong working relationships with the shift management teams and Cabin Appearance Department.
• Analyze trends and share information with Cabin Appearance management for implementation of necessary actions to improve overall product delivery.
• Periodic reviews of onboard process, procedures, chemicals and materials used for cabin cleaning to maintain the highest level of product delivery.
• Monitor non-conformances, analyze trends and work closely with line management to ensure effective, timely actions are implemented to address deficiencies and share with management for necessary actions to improve performance.
• Perform spot checks and report any deviations from Company Procedures and Policies and ensure corrective actions implemented.
• Work with Managers towards implementing robust and consistent internal SOP’s for each type of service delivery and also continually update them as per service requirements.
• Work closely together with the Management to monitor key performance indicator to assure improved service delivery and quality targets are met to ensure commercial success is achieved.
• Lead by example while maintaining health and safety standards and excellent working practices in line with Company polices.
• Deliver operational safety briefings to direct and indirect reports and provide regular operational updates.
• Build and maintain strong working relationships with assigned officers and team members and other internal and external stakeholders for process efficiencies.
• Conduct internal control audits across the cabin appearance section in coordination with the departmental HODs, Line Managers and frontline staff members to assess conformance to Procedures. Follows up on results and implements corrective measures needed.
• Coordinate with Customer Airline and all other relevant stakeholders to match their compliance and conformance levels in the day-to-day operations as well as for audits.

To be successful in the role, we are looking for the below mentioned experience and skills:

• Bachelor’s Degree or Equivalent
• Minimum 4 years of job-related experience
• Airline/Airport/Ground handling, including minimum 4-years experience in a Supervisory role
• Working experience in implementing and delivery of audit planning, trend analysis and change management. 
• Auditing skills
• Command of English language
• Strong mentor and coaching skills
• Ability to foster teamwork among team members and over different departments
• Managerial skills - Ability to delegate work, set clear direction and manage workflow. Ability to train and develop subordinate’s skills.

Preferred

• Working in an Aviation Quality Management environment with responsibility of customer and passenger satisfaction.
• Responsible for quality audits regarding product knowledge and delivery.