• Lead catering operations teams in both the HUB & OSS worldwide for provision of all flight catering services, to deliver the Etihad Catering strategy to maximise guest satisfaction, whilst focused on cost.
• Manage the Catering partner budgets, food safety, hygiene, Halal and Kosher compliance.
• Drive high standards, ensuring team compliance, that all services provided are in line with Etihad Airways Food Safety, Halal, Kosher and operational and galley/equipment loading plans.
• Ensure the team monitor contractor compliance with AVSEC, Ethics and Compliance and all other related compliance requirements, and report back on a regular basis.
• People manager: lead, develop and contribute to the growth of regional support team members by undertaking regular 1:1s to understand their challenges and training and development needs.
• Build, grow and develop a high performing team to meet customer needs and develop a supportive culture of coaching and feedback.
• Deliver all tender operational requirements and performance audits to Procurement. Participate in Caterer evaluation and menu presentation.
• Lead the implementation and monitoring performance of CCS and OSS Catering partner against agreed metrics and KPIs through use of on-site audits, off-load checks, OCR reports, feedback from other departments, OSS airport teams, NPS etc. Identify trends and develop Corrective Action Plans with CCS and Catering partners to resolve issues and improve performance.
• Communicate monthly performance dashboard internally and externally and through bi-weekly operational performance reviews, presenting to Senior leadership on a regular basis.
• Analyse allocation of costs to processes (full cost approach & budget management) to implement cost-saving/service & quality initiatives, identification of saving opportunities and meal wastage.
• Devise & implement measurement tools for comparing performance to the business plan (e.g. PowerBI). Analyse daily output demand profiles for each product and service.
• Review and improve the functionality of catering contracts and ensure a consistent standard approach is followed across all stakeholders. Assess existing and forecast flight schedules to plan menu cycles including procurement approach.