Crew Manager, Main Crew

Ref
UKLHR599
Region
UK - Heathrow
Location
London - Heathrow
Category
Commercial

Job Description
Closing date: 15th February, 2008
Main Crew Managers, Heathrow

New people management opportunities leading cabin crew in IFS-In Flight Services.

Enjoy a challenge in a customer driven environment and have a ‘can do’ attitude that brings out the best in people? This could be the opportunity for you. If you believe that high standards of customer service are critical to the long-term success of British Airways, we would like to hear from you.

All applicants will be asked to submit their CV and answer the Application questions:

1) Why are you applying for this role and what skills, knowledge and experience can you bring? (Max 250 words)
2) What do you see as the main external challenges facing BA in the next two years? (Max 250 words)
3) Please describe a difficult decision you have had to make which has impacted on others? Please include what you had to take into consideration, the outcome and how you communicated your decision. (250 words max)
Requirements
Job Purpose
To lead, motivate and drive the performance of 200 Main Crew through effective performance management processes to deliver against all relevant departmental objectives.
Job Dimensions
Direct Reports : 200 Main Crew
Responsibilities
Responsibilities Principal Accountabilities
Accountable for the overall performance of a team of main crew (200) through effective application of corporate/IFS policies and procedures and relevant legislation in day to day business operation.
Proactively apply the principles of good people management to ensure crew are managed and supported in a fair and consistent way.
Proactively lead and motivate team members to achieve departmental business objectives and metrics of performance: e.g. punctuality, absenteeism, customer satisfaction as measured by GPM, injury management, safety compliance etc.
Understand the key drivers of Cabin Crew performance.
To build and maintain excellent relationships with crew team.
Identify and analyse trends in Main Crew performance including managing main crew punctuality. Track, as appropriate, your team’s compliance with the consistent delivery of the in-flight service experience.
Hold performance reviews with Main Crew to discuss individual performance in order to optimise effectiveness and drive continuous improvement.
Ensure poor performance is dealt with effectively and in a timely manner.
Construct with each team member individual development plans for remedial action as required in accordance with company policy and procedures.
Manage the follow up of these individual development plans within agreed time scales.
Actively champion service recognition programmes (compliments/complaints/ long service/retirements etc.)
Participate in recruitment and selection of Main Crew when required Implement relevant initiatives from the IFS plan for change Work with Fleet, Cabin Crew Managers, Cabin Crew and Service
Partners to contribute to overall IFS business objectives.
Act on information that affects Cabin Crew service delivery and/or productivity to resolve areas of deficiencies.
Effectively contribute to departmental projects that focus on continuous improvement and support processes.
Own disciplinary/grievance cases, work with PI Unit to implement, progress and manage cases in a timely manner and in accordance with relevant company policy and procedures to ensure optimum outcome for the business and appropriate outcome for the individual. In accordance with policy and principles, deliver performance for your teams against specific targets including a reduction in overall absenteeism, numbers of lost days, no shows and lateness.
Liaise with appropriate Service Partners as required for advice and support to achieve timely return to work or other alternative options as appropriate.
Identify and review individual trends in attendance ensuring appropriate level of duty of care is maintained and action taken.
Conduct ARI meetings within an agreed timescale ensuring compliance with department operating processes.
Ensure understanding and compliance with relevant legislation and EUR-Ops in Aviation Security, Health and Safety and BA policies. Conduct briefings in accordance with CAA standards.
Ensure follow up of crew safety issues and operational performance. Leads ER dialogue on team performance issues with TU’s and works closely with and seeks advice from WW/EF IFS Managers/HR and ER Managers to manage other employee relations issues arising with his/her area of responsibility.
Develop and maintain relationships with local Trade Union representatives
Participate in effective communication processes within area of responsibility ensuring appropriate and timely communication of critical business information, customer feedback and upward feedback from crew.
Contribute to structured communication programmes in the UK and overseas
Act as the representative of the IFS Leadership Team to develop a greater business understanding amongst primarily Main Crew as well as Pursers and CSDs as required.
Role model highest standards of conduct and behaviour Front and lead crew engagement initiatives.
The Individual
Skills (practised capability/behaviour)
Organised with good attention to detail
Able to plan, prioritise and manage a heavy workload
Able to demonstrate an objective and impartial approach Confident “can do” attitude with emotional resilience and self motivation
Excellent team worker with ability to work effectively with colleagues and service partners
Able to work with ambiguity and change
Excellent listening and questioning skills
Excellent written and spoken communication skills
Able to build effective relationships
Able to motivate and inspire others
Essential Qualifications (Academic/vocational)
Educated to A level standard or equivalent or proven experience in large people management areas
Experience (On the job)
Proven ability to coach and develop people, confident in managing poor performance
Ability to build strong effective relationships
Able to make decisions, balancing the need of the business with the need of the individual
Able to make difficult messages with confidence
Able to make decisions balancing the need of the business with the need of the individual
Able to track and interpret performance data
Able to handle sensitive people issues with confidentiality

Apply online