Current Opportunities

QR17690 - Senior Manager Customer Delivery & Compliance | Qatar Airways | Doha

Organisation: Qatar Airways
Job Function: Ground Services
Division: Ground Services (Division)
Employment Type: Full Time - Permanent
City: Middle East | Qatar | Doha
Last date of application: 30-Jun-2018

Qatar Airways

Welcome to a world where ambitions fly high

From experienced pilots to dynamic professionals embarking on new careers, Qatar Airways is searching for talented individuals to join our award-winning team.

We take pride in our people—a dynamic and culturally diverse workforce is essential to why we are one of the finest and fastest growing airlines in the world.

We offer competitive compensation and benefit packages.

About your Job:

The Senior Manager Customer Delivery and Compliance is responsible for overseeing Operational Systems & Processes for Ground Services Network. The role ensures that the operational manuals and procedures meets regulatory, performance and operational requirements. This will include renewal and acceptance of Operational manuals and procedures (GOM and GSM). In addition, this role will have an oversight of Ground Service day to day operations through Ground Services Integrated Operations Control.

In this role, you will represent Qatar Airways at External/ Expert Ground Services forums such as IATA community and working groups. You will lead the development and implementation of Ground Services strategic plan, develop supporting business cases and drive change in the department. You will ensure that relevant policies and procedures are applied and maintained at the same time encourage the development of capability to improve business performance through continuous improvement of work methods.

Specific responsibilities of the role include:


  • Creates and monitors the department’s Risk Enterprise Management, Group wide waste management standards, External (IOSA) & Internal Audits and Transportation of Wildlife and Animal Welfare Standard.
  • Main point of contact for escalation of incoming Ground Services policy queries from external and internal stakeholders for approval and publication in the relevant superior document.
  • Manages the strategic customer experience deliverables for QR on the OneWorld and Alliance membership.
  • Creates key strategic opportunities at airports for QR benefits on Co-branding, Location, Transfer Centres, Lounges and Baggage.
  • Provides Strategic positioning of GS IOC with reference to internal and external business stakeholders by maintaining strong working relationship with them.
  • Directs IOC GS team through development and implementation of integrated cross functional and network delivery processes to support in delivering operational plans and performance goals.
  • Improves performance, efficiency and cost through process improvements by setting specific goals and analytic processes that enables the management to achieve division KPIs.


  • Manages the internal quality control within Ground Services Network to ensure compliance with the Qatar Civil Aviation Regulations (QCARs).
  • Ensures that QR Ground Services conforms to all the GOSARPs within the Ground Handling discipline (GRH) of the IOSA (IATA Operational Safety Audits) Standards and Recommended Practices (ISARP).
  • Liaises with Senior Manager Network/ Management Performance Control/ Airport Services Managers for all audit findings raised by both internal and external auditors to ensure that appropriate root cause and corrective/preventive action(s) are raised and responded to within allotted time frame.
  • Manages the conformity of all ISARPS within Ground Services to ensure policies, processes and procedures are adequately documented and appropriately implemented.


  • Ensures efficient recovery of irregular operations with the most favorable outcome putting into consideration economic, brand value and operational efficiency.

  • Liaises with all stakeholders within and outside the IOC to enhance operational performance through review and learning techniques.

  • Establishes customer friendly structure, standards, processes and tools which results in consistent delivery of customer service across ground handling.

  • Prepares, transitions and manage the current Ground Operations and Service manuals between QCAA and internal agencies towards the introduction into EASA (European Aviation Safety Agency) certification.

  • Ensures airline achieves its “Platinum” compliance certification through implementing the 6 Fast Travel initiatives set by the IATA board.

About you:

You hold a Bachelor’s degree from a reputed University/Colleges with 10 years of job related experience within an Airline Passenger Services Division of an International Airline.  You have comprehensive knowledge of airport operations methods, practices and procedures including passenger and baggage handling.

You have strong understanding of different safety and security regulations such as ICAO, IOSA and all relevant aviation operating bodies/authorities. In addition, you are well versed in handling IATA SGHA GH contracts and its operating budgets.  

You have strong business acumen and able to challenge others to manage change creatively, implement new approaches and encourage continuous improvement within the Airport Operations. You have exceptional people values; very adept at bringing out strengths in others. You inspire and motivate teams and individuals to meet the organization’s vision and goals. You have the ability to provide a conducive work place that fosters the development of others, facilitates cooperation and teamwork. You have strong service orientation and cross cultural awareness. You have an excellent command of written and spoken English and a strong negotiator.

Note: you will be required to attach the following:
1. Resume / CV

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