Manager Business Improvement

Job Summary

The Business Improvement Manager role focuses on leveraging business intelligence to foster automation and enhance processes across all Customer Care interactions, targeting improvements in policy adherence and customer experience. This role requires coordination among multiple vendors, contact centers, project teams, and contract management to effectively implement change initiatives. The Manager also leads a team comprising Senior and Quality Officers.

Key Responsibilities

• Oversee quality assurance, knowledge management, and training for Customer Care teams to ensure consistent service delivery.
• Administer and analyze the ADM budget for Customer Care operations, providing performance insights to drive improvements.
• Lead Senior and Quality Officers and collaborate with vendors to evaluate call quality, dissatisfaction rates, and Net Promoter Scores to identify opportunities for training and enhancements.
• Maintain prompt and clear communication with global vendors to ensure all personnel are updated clearly on operational changes for seamless customer engagement.
• Assess current business systems and workflows, recommending enhancements to improve efficiency.
• Develop customer monitoring frameworks, segment customer bases, and devise targeted strategies for continual process refinements.
• Optimize the customer experience across the Customer Care journey by applying actionable insights and minimizing customer effort.
• Anticipate and plan for organizational risks with appropriate mitigation strategies.
• Design workflows and guidelines for digital solutions to ensure integration with existing processes and achieve cost efficiencies.
• Manage end-to-end solution delivery including requirements gathering, process building, and implementation to ensure robust outcomes.
• Create methodologies to address performance challenges and promote operational excellence aligned with business objectives.
• Offer consultative guidance to leadership on process execution, coaching, and improvements.
• Serve as a liaison and coordinate with relevant departments (e.g., Training, Recruitment) to ensure comprehension and adoption of updated processes and digital tools.
• Engage with internal and external stakeholders to comprehend Etihad's processes and share insights on potential process improvements and digital transitions.
• Supervise final solutions to ensure alignment with original specifications.
• Ensure full compliance with Etihad’s policies, including Security, Human Resources, Operations, and Legal standards.

Qualifications

• University degree.
• Over seven years of experience within inbound/outbound contact center environments.
• A minimum of three years’ experience in process improvement roles.
• Possession of Six Sigma Green Belt and/or COPC certification is advantageous.
• Project Management Professional (PMP) certification is preferred.

Additional Information

Etihad Airways is the United Arab Emirates’ national carrier dedicated to shaping the future of aviation globally. Based in Abu Dhabi, Etihad connects diverse cultures and continents with a strategic vision called "Journey 2030" aimed at expanding fleet size, extending network reach, and enhancing talent development to usher in a new standard of excellence.

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