Job Description:

Crew Performance Management

• Manage the performance of the line crew as part of the Crew Performance Team, with the support of Team Leaders (TL)

• Responsible for ensuring that Crew Performance processes are correctly implemented with the support of Team Leaders

• Coaching Team Leaders for their leadership development in crew management

• Manage and resolve crew grievances whenever they are raised through the various feedback channels

Crew Discipline Management

• Manage Crew Discipline process in a fair and consistent manner

• Identify performance gaps to be addressed through training, coaching and counselling

• Conduct Primary investigation and assist in Disciplinary Inquiry

• Manage and resolve conflicts among crew. Ensure that follow-up actions (if any) are carried out and monitored for effectiveness

• Follow up with crew on complaints received

Crew Engagement

• Conceptualize, Plan and Execute Crew Engagement activities

Crew Recognition Management

• To manage the Best Scootee (Cabin Crew) of the Quarter/Year in their respective ranks

• To give recognition to crew for compliments received or jobs well done

• Provide guidance and advice to cabin crew on career advancement. Eg. re-designation and promotion

Cabin Crew Recruitment

• Work closely with Human Resource to recruit sufficient cabin crew to fulfil operational requirements

• Ensure recruitment criteria are implemented within regulatory requirements

Crew Welfare Management

• Posting of Birthday wishes in Mega Team chat monthly

• Sending of welfare entitlement (Fruit Basket/Flower Wreath/Baby Hamper

• Provide support to crew during overseas sickness

• Provide support/meet crew when there for any incident on flight (Eg. Death on Board/Abusive Pax)

Crew Performance & Engagement (CPE) Supervisor Duty

Perform CPE Supervisor duty once a month (Rotation among CP Specialists); the duty duration is 1 week from Monday to Sunday. Following tasks to be completed when on duty.

• Read and highlight matters requiring follow-up from the daily ops log

• Check on Sales Force for any pax complaint

• Check on Crew Report System (CRS) for Cabin Crew In-Charge (CIC)/Complex Leader (CL) feedback form

• Check on CRS for Passenger Compliment

• Action on emails from Cust care (Pax Compliments & Complaints)

Administrative Duty

• Checking and processing of contract renewal form submitted by Team Leaders (TLs)

• Checking and processing of probation confirmations submitted by TLs

• Checking of cabin crew MCs submission

• Compile Crew Performance statistics

• Submission of CPE statistics slides

• Conduct Exit interview for resigning crew

• Tabulate resignee statistics for CEO meeting

• Budget for Crew Engagement events

• Writing of event costing proposal

• Preparation of Graduation Slides and Logbook for new crew

• To build effective working relations with HR Business Partners

Job Requirements:

• Minimum 1-year supervisory experience managing a team

• Good time management and able to multitask and work under pressure 

• Excellent interpersonal and communication skills for crew performance and engagement activities