Manager Business Improvement

Synopsis



The role is intentionally structured to streamline span of control and step back from day‑to‑day operations to focus on strategic oversight of Contact/Vendor operations and management, Workforce Management, Management Information Systems, Quality & Training, Knowledge Management, Business Improvement, and NPS outcomes. The Manager ensures delivery through team leads and vendor partners, aligning initiatives to cost, quality, and customer‑experience targets.

Accountabilities

• Lead capacity planning, forecasting, scheduling across teams and outsourced partners to meet SLA and quality targets.
• Establish a robust MIS and analytics framework, including performance dashboards and standardized reporting.
• Manage quality, knowledge base, and training requirements for CC teams to drive consistency.
• People, budget & vendor performance: Manage the ADM budget (tracking, analysis, insight‑driven improvements); lead Senior &
• Quality Officers (coaching, workload, QA calibration); govern vendor relationships via SLAs, QBRs, incentives/penalties; analyse interactions (calls, QA, DSat/NPS) to target training and playbooks; ensure timely, clear communications to global vendors so changes are understood and applied across all touchpoints.
• Process, CX & digital transformation (end‑to‑end): Evaluate and streamline business systems/processes; set monitoring guidelines and define customer segmentation with tailored strategies; own CX optimisation to minimise customer effort; design and govern digital solutions that fit current workflows and deliver cost effectiveness; write and sign off business requirements, lead build → UAT → go‑live to ensure robust, traceable solutions; act as POC coordinating with Training, Recruitment, Ops, IT and other stakeholders to land changes and measure adoption.
• Operational excellence, risk & compliance: Establish methodology to detect/resolve performance issues and drive continuous improvement; assure processes meet defined objectives; oversee final solutions against initial requirements; anticipate organisational risks with mitigations and comms plans; ensure full adherence to Etihad policies (Security, HR, Ops, Legal) and maintain audit readiness.
  
  

Education & Experience

• University graduate
• 7+ year of experience in an inbound/outbound contact centre
• 3+ year experience in process improvement
• Six Sigma Green Belt / COPC certification (advantage)
• Project Management Professional (PMP)® Certification (advantage)
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

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