Service Delivery Lead

1 day ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Etihad Full time
About the Role

This is a critical leadership position responsible for managing the Etihad Guest Member Service Operations, Data Processing Unit, and Service Performance & Quality teams.

  • The successful candidate will oversee the day-to-day functions of the team, ensuring seamless delivery of high-quality service to Etihad Guest programme members.
Responsibilities
  • Lead end-to-end management of operations at the Etihad Guest Member Service Team, covering member interactions, including enrolments, claims, queries, and service requests.
  • Monitor and manage outsourced contact centre performance, allocating tasks and resources according to agreed SLAs.
  • Ensure effective evaluation of knowledge levels of the programme and quality of service offered through regular checks within the company and partner networks.
  • Closure of escalated cases from various departments within a specified timeframe, including outside office hours.
  • Develop and implement strategies for process improvement to effectively manage customer-centric issues related to the Etihad Guest programme.
Requirements
  • Bachelor's degree with a minimum 5 years of experience, including 3 years managing a team in a call centre, preferably in the airline industry.
  • Strong technical knowledge of ticketing and reservations systems used by Etihad Airways (Amadeus).
  • A proven track record of success in implementing CRM-centric programmes in the service industry with international brands, preferably in the airline industry.
  • Effective collaboration with marketing and internal departments to support campaigns and new offers.
  • Presentation of regular reports on volumes, SLAs, and quality to concerned teams and management.
  • Tier Approval management.


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