Crew Performance Specialist (Emiratisation)

The Service Delivery group at Emirates is comprised of multiple business areas that are fundamental to our operations. Within this area is our Cabin Crew Management team! Our team is filled with passionate people who are experts in their field of work and who play a key role in the success of our business and the growth of our brand! 
About the role: 
As a Crew Performance Specialist, you will collaborate with the Crew Performance Managers (CPMs) to manage, support, engage, and develop our crew to ensure that we are delivering the highest standards of hospitality on board. You will complete thorough investigations on our crew's performance, reliability, conduct, and capability to support a safe and exceptional customer and crew experience. In this role, you will also manage and support the day to day and overall engagement initiatives and channels with all cabin crew stakeholders. 
What you will do:

• Ab-Initio Induction: Manage the end-end induction schedule for Ab-initio Crew, and liaise with key stakeholders to ensure a seamless experience. Be the focal point of contact for Abinitios to ensure a successful integration both professionally and personally into the EK Group. 
• Performance Management & Development: Analyse available data to identify trends in crew performance and provide proactive feedback, guidance and coaching to the crew member. Evaluate any performance shortfalls provided by the Training Specialist/Line Manager and promptly address with the individual Crew to ensure they meet the expected standards to be released to the line. 
• Case Management: Thoroughly investigate, document and respond to reports/incidents of misconduct and/or capability and ensure appropriate action/ sanctions and escalate to CPM when required. 
• Crew Reliability: Manage incidents/trends of absence/punctuality with crew member to encourage behaviour change. Work closely with the Crew Attendance Management team to manage crew with high sickness levels and issue relevant capability letters. 
• Customer Feedback: Action customer compliments and complaints relating to Crews performance. Analyse the data to identify any trends that need further investigation. 
• Projects: Champion projects to address and ensure continuous improvements of our processes and procedures with the objective of improving cabin crew performance, experience and retention. 
• Recognition & Development: Support CPM and other key stakeholders in identifying opportunities to further support the professional growth of cabin crew. Identify and develop engagement and recognition tools for crew to provide the highest levels of hospitality in line with company goals and objectives.