Qureos Mentor

Dammam Airports | مطارات الدمام

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 Job Purpose
 
 
 
 Lead and develop initiatives that enhance the overall passenger experience, airport ranking, passenger satisfaction, resolving journey pain-points and complaints. Drawing on the industry&rsquo;s best practices based on research and results analysis, foster a culture of customer-centricity, Dammam Airports Company brand advocacy.
 
 
 
 
 
 
 Position Accountability Description
 
 
 
 
 Strategic Leadership
 
 
 
 
 
 <ol>
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 Develop and lead the implementation of a comprehensive customer experience strategy for Dammam Airports Company, ensuring alignment with organizational goals and strategic objectives.
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 Drive initiatives to optimize the lifecycle management of customer interactions, enhancing operational efficiency and supporting Dammam Airports Company long-term objectives.
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 Establish key performance indicators (KPIs) to monitor and evaluate the effectiveness of customer experience practices, ensuring continuous improvement and alignment with Dammam Airports Company strategic goals.
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 </ol>
 
 
 
 
 
 Operational Excellence
 
 
 
 
 
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 Develop passengers&rsquo; personas through research &amp; data collection of demographics, travel behaviors and travel purposes. And work on continuous refinement of profiles based on data collected to adapt to new travelers needs.
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 Identify all the touchpoints that passengers encounter with Dammam Airports starting from &ldquo;homes&rdquo; to map journeys and identify improvements areas and introduce innovative solutions based on best practices or digital integration.
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 Utilize passengers feedback, surveys results and analytics to gain insights into trends, customers&rsquo; needs and preferences, making informed decisions that enhance the overall experience.
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 Direct the analysis of passenger experience reports from external entities such as GACA, SKYTRAX, ACI and the Tourism Authority, ensuring actionable insights are derived and implemented to achieve Dammam Airports KPIs at National and International programs.
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 Ensure the continuity of Dammam Airports membership, the continuity to participate at Voice of Customers programs, such as surveys and customer experience accreditation or any future programs related to enhancing passengers&rsquo; experience.
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 Ensure effective handling and timely resolution of complaints received through various channels, including the GACA portal, digital channels, and social media, by coordinating with the concerned departments and airports.
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 Monitor the progress of complaint resolutions, ensuring timely and effective solutions are implemented and complaints are officially closed upon thorough verification.
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 Guide the categorization and organization of feedback from passenger experience reports by function (e.g., maintenance, operations), ensuring targeted actions are taken.
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 Ensure the provision of actionable insights and recommendations to address paint points, coordinating with responsible departments to implement corrective actions.
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 Evaluate audit visit observations and notes, organizing them by function and ensuring comprehensive action plans are developed and executed.
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 Oversee the monitoring and implementation of GACA&rsquo;s program requirements which includes SQS, Customer Satisfaction, Customers Complaints and GACA&rsquo;s observation. ensuring accuracy and comprehensive analysis of all targets and KPIs.
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 </ol>
 
 
 
 
 
 Stakeholder Management
 
 
 
 
 
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 Develop and nurture partnerships with key stakeholders, including internal departments, external agencies, and service providers, to enhance customer experience and service delivery.
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 Collaborate with vendors and service providers to negotiate contracts and secure optimal solutions for customer experience needs, driving continuous improvement and alignment with business objectives.
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 Ensure the alignment of customer experience initiatives with organizational goals and regulatory requirements, including compliance with industry standards.
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 </ol>
 
 
 
 
 
 Team Leadership and Development
 
 
 
 
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 Lead, mentor, and develop a high-performing customer experience team, fostering a culture of excellence, accountability, and continuous improvement.
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 Set clear performance expectations for team members, providing regular feedback and support to encourage growth and development.
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 Design and implement training programs plans to enhance the skills and knowledge of the customer experience team, ensuring they are equipped to handle evolving industry challenges.
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 Ensure team members are adherence to Dammam Airports values, and customer experience department policy and procedures.
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 </ol>
 
 
 
 
 
 Financial Management
 
 
 
 
 
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 Supervise financial planning and budgeting within the department by tracking expenditures and financial performance, ensuring adherence to budgetary guidelines and financial targets. Develop KPIs to monitor financial health and guide strategic financial decisions.
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 Manage departmental resources by assessing needs, allocating budgets, and optimizing utilization, ensuring efficient operations and maximum return on investment.
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 Monitor the financial performance of customer experience initiatives, identifying cost-saving opportunities and implementing measures to achieve financial targets.
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 </ol>
 
 
 
 
 
 Innovation and Continuous Improvement
 
 
 
 
 
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 Drive innovation in customer experience by adopting new technologies and best practices, ensuring DACO remains at the forefront of industry advancements.
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 Continuously assess and improve customer experience processes to enhance efficiency, effectiveness, and alignment with Dammam Airports strategic objectives.
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 Encourage a culture of continuous improvement within the team, actively seeking and implementing feedback and ideas for process enhancements.
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 </ol>
 
 
 
 
 
 Minimum Job Requirements
 
 
 
 
 Education Background:
 
 Bachelor&rsquo;s degree: Business Administration or equivalent.
 
 
 
 Relevant Experience:
 
 Minimum 12 years of total experience in customer service and/or customer experience management or a similar field within the aviation or service industry, with a significant portion in management or leadership role.
 
 
 
</div>

Customer Experience Director

<div>
 
 
 Job Purpose
 
 
 
 Oversee the planning, design, and execution of technical projects, ensuring alignment with project goals, regulatory compliance, optimal resource utilization, and high standards of quality and sustainability.
 
 
 
 
 
 
 Position Accountability Description
 
 
 
 
 Strategic Leadership
 
 
 
 
 
 <ol>
 <li>
 Create and lead the implementation of strategies for technical support that align with Dammam Airport Company vision, mission, and strategic goals, ensuring that the department contributes to overall organizational success.
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 Ensure that technical support strategies are clearly communicated and understood by relevant personnel within Dammam Airport Company, fostering alignment and engagement.
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 Oversee the development and execution of technical support projects and initiatives, collaborating with top management to ensure they align with best practices and strategic priorities.
 </li>
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 Develop key performance indicators (KPIs) to measure and optimize support performance.
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 </ol>
 
 
 
 
 
 Operational Excellence
 
 
 
 
 
 <ol>
 <li>
 Manage technical support projects, including planning, priorities and projects simultaneously, ensuring that resources are allocated effectively and deadlines are met.
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 Ensure the alignment of design detailing with project goals and requirements by leading comprehensive design assessments, ensuring all aspects meet project specifications and regulatory requirements.
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 Oversee remote support tools, ticketing systems, and customer relationship management (CRM).
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 Manage customer expectations, handling complaints, and delivering exceptional support experiences.
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 Lead the development of engineering aspects with considering customer support policies, procedures, and standards to ensure consistent service delivery.
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 Manage the identification of root causes of technical issues and develop effective solutions and manage critical incidents, including rapid response, escalation management, communication, and post-incident analysis.
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 Guide the use of data analysis to monitor support data, identify trends lines of tasks, and drive continuous improvement in support operations.
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 Ensure the team leverages on cybersecurity principles implementation and best practices to protect confidential data and ensure secure support operations.
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 Leading the delivery of consistent technical support and assessments during the business case preparation stage and after initial approvals, guiding project teams to ensure technical compliance with regulatory standards and best practices.
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 Lead site assessments and proposal development for allocation, ensuring optimal site selection, resource utilization, and long-term sustainability of assets.
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 Shape technical reviews and approvals process for design submissions, ensuring compliance with project specifications and regulatory requirements, and contribute to the formulation and implementation of a robust asset strategy with a standardized life cycle framework.
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 Lead the use of process improvement methodologies, such as Lean, Six Sigma, or ITIL, to enhance efficiency, reduce response times, and improve customer satisfaction.
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 </ol>
 
 
 
 
 
 Stakeholder Management
 
 
 
 
 
 <ol>
 <li>
 Develop and sustain strong relationships with internal and external stakeholders to ensure effective communication and implementation of technical support initiatives.
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 Serve as a focal point for clarifying newly developed or updated technical policies and procedures.
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 Collaborate and communicate effectively with cross-functional teams to resolve complex customer issues and improve product quality.
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 Work closely with various departments to ensure alignment and support for technical support initiatives, addressing inquiries and resolving discrepancies related to technical services.
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 </ol>
 
 
 
 
 
 Team Leadership and Development
 
 
 
 
 
 <ol>
 <li>
 Lead, mentor, and develop a team of technical support specialists, fostering a collaborative and high-performance culture.
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 Define clear performance expectations, provide regular feedback, and conduct performance evaluations to ensure team members achieve their objectives.
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 </ol>
 
 
 
 
 
 Financial Management
 
 
 
 
 
 <ol>
 <li>
 Oversee the financial planning and budgeting for the technical support department, tracking expenditures and ensuring alignment with financial targets.
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 Ensure that technical support-related expenditures are within budgetary constraints and contribute to financial efficiency.
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 Generate and present budget reports to senior management, offering insights and recommendations for financial planning within the technical support department.
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 </ol>
 
 
 
 
 
 Risk and Compliance Management
 
 
 
 
 
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 Maintain compliance with industry standards, regulations, and Dammam Airport Company policies in all technical support processes and activities.
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 Perform regular audits and quality reviews to assess compliance with Dammam Airport Company policies and regulatory standards within the technical support function.
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 Create and implement strategies to mitigate risks associated with technical support operations and initiatives.
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 </ol>
 
 
 
 
 
 Innovation and Continuous Improvement
 
 
 
 
 
 <ol>
 <li>
 Promote innovation within the technical support department by adopting new technologies and methodologies to enhance service delivery and efficiency.
 </li>
 <li>
 Regularly review and refine technical support processes to enhance performance, address gaps, and drive operational excellence.
 </li>
 <li>
 Foster a culture of continuous improvement by actively seeking feedback, implementing enhancements, and adapting to evolving technical and operational requirements.
 </li>
 </ol>
 
 
 Minimum Job Requirements
 
 
 
 
 Education Background:
 
 Bachelor&rsquo;s degree: Engineering or equivalent.
 
 
 
 Relevant Experience:
 
 Minimum 12 years of total experience in technical support or related field, with significant experience in a leadership position.
 
 
 
</div>

Technical Support Director

<div>
 
 
 Job Purpose
 
 
 
 The Planning &amp; Performance Director is responsible for overseeing and ensuring the effective planning, resource allocation, and performance monitoring of airport operations. This role involves leading strategic initiatives, fostering relationships with stakeholders, and ensuring compliance with industry standards and regulations to enhance operational efficiency and service quality. The Director will drive continuous improvement efforts, optimize resource utilization, and contribute to the overall strategic objectives of the airport.
 
 
 
 
 
 
 Position Accountability Description
 
 
 
 
 Strategic Leadership:
 
 
 
 
 
 <ol>
 <li>
 Develop long-term strategic plans that align with the organization's goals and objectives.
 </li>
 <li>
 Steer mitigation plans to address identified bottlenecks and capacity constraints, communicating these plans with Projects &amp; Tech. Affairs and Matarat to enhance operational efficiency and reduce delays.
 </li>
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 Drive initiatives that align with the airport's strategic objectives and enhance overall operational performance.
 </li>
 <li>
 Track and monitor key performance indicators (KPIs) related to airport capacity and manpower allocation, implementing strategies to ensure optimal utilization and evaluating performance outcomes.
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 </ol>
 
 
 
 
 
 Operational Excellence:
 
 
 
 
 
 <ol>
 <li>
 Plan and allocate resources effectively, ensuring smooth airport operations and seamless passenger flow, while maintaining high standards of efficiency and service.
 </li>
 <li>
 Direct regular inspections of ongoing project activities within the terminal, ensuring projects are executed according to plans, timelines, and standards, and endorsing necessary adjustments to maintain project alignment with organizational goals.
 </li>
 <li>
 Implement operational best practices to enhance efficiency and service quality.
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 Ensure effective utilization of technology to improve operational processes and outcomes.
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 Drive and monitor the planning and the performance initiatives and programs of MATARAT, GACA and SANS, review and evaluate the actions with the concerns departments, and share the monthly progress reports.
 </li>
 </ol>
 
 
 
 
 
 
 
 
 Stakeholder Management:
 
 
 
 
 
 <ol>
 <li>
 Foster and shape strong relationships with all airport stakeholders (Ground Handlers, SANS, Fueling companies, Airlines, Government Entities), ensuring alignment with service level agreements (SLAs) and Matarat guidelines.
 </li>
 <li>
 Monitor stakeholder performance against agreed service levels and operational standards, resolving any issues on the spot to prevent disruptions and guiding stakeholders towards continuous improvement.
 </li>
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 Engage with key stakeholders to understand their needs and expectations, ensuring these are met through effective planning and performance strategies.
 </li>
 <li>
 Facilitate regular communication and collaboration with external partners to strengthen relationships and ensure alignment.
 </li>
 </ol>
 
 
 
 
 
 Financial Management:
 
 
 
 
 
 <ol>
 <li>
 Supervise financial planning and budgeting within the department by tracking expenditures and financial performance, ensuring adherence to budgetary guidelines and financial targets.
 </li>
 <li>
 Manage departmental resources by assessing needs, allocating budgets, and optimizing utilization, ensuring efficient operations and maximum return on investment.
 </li>
 <li>
 Develop financial strategies to support the airport's operational goals and objectives.
 </li>
 <li>
 Ensure accurate financial reporting and analysis to inform decision-making processes.
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 </ol>
 
 
 
 
 
 Risk and Compliance Management:
 
 
 
 
 
 <ol>
 <li>
 Ensure compliance with industry standards and regulations by implementing rigorous policies and procedures, mitigating risks, and maintaining a strong reputation.
 </li>
 <li>
 Ensure compliance with Matarat policies, guidelines, and standards in all planning activities, endorsing adherence to regulatory requirements and best practices.
 </li>
 <li>
 Develop and implement risk management strategies to mitigate potential operational risks.
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 Regularly review and update compliance policies to align with changing regulatory requirements.
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 </ol>
 
 
 
 
 
 Team Leadership and Development:
 
 
 
 
 
 <ol>
 <li>
 Develop and implement talent management strategies by identifying skill gaps, providing training, and fostering career growth, enhancing employee capabilities and retention.
 </li>
 <li>
 Lead, mentor, and develop a high-performing team to achieve departmental and organizational goals.
 </li>
 <li>
 Promote a positive work culture that encourages teamwork, innovation, and continuous improvement.
 </li>
 <li>
 Conduct regular performance reviews and provide constructive feedback to support employee development.
 </li>
 </ol>
 
 
 Minimum Job Requirements
 
 
 
 
 Education Background:
 
 Bachelor&rsquo;s degree: Aviation Management, Business administration, or equivalent master&rsquo;s degree preferred.
 
 
 
 Relevant Experience:
 
 Minimum of 12 years of experience in airport operations, planning, or a related field, with at least 5 years in a leadership role.
 
</div>

Planning & Performance Director

Join Dammam Airports | مطارات الدمام and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Dammam Airports | مطارات الدمام

About Company

Customer Experience Director

Technical Support Director

Planning & Performance Director