Project Officer, Etihad Guest Loyalty Programme

Synopsis
The Project Officer is to work closely with the Manager Quality Budget Business Support to support and manage the co-ordination, monitoring, planning, delivery and review of the projects, initiatives and activities that will ensure the achievement of the Contact Centre strategic priorities within the multi-vendor outsource business plan.

Accountabilities

• Provides project management on behalf of all parts of Contact Centre business, covering all disciplines, activities, and functions, including technology, processes, people, and policies.
• Project management will be of Manpower services through new & existing vendors and deployment of new technology across internal & external parties.
• Liaise with key internal & external customers for regular reviews and relationship management.
• Manages and evaluates complex programmes/projects, owning a portfolio of activities which requires managing conflicting priorities, expectations, and multiple tasks.
• Considers the big picture and shows high degree of awareness of wide ranging internal and external factors when problem solving and decision making.
• Responsible for investigation, analysis, and research of new and existing processes, utilising process re-engineering techniques to drive the delivery of the Contact Centre strategic goals.
• Responsible for risk management, assessing impacts and likelihood, recognising potential failure points, and identifying countermeasures.
• Works within the prioritised programme of activity but with a high degree of autonomy, demonstrating flexibility and responsiveness to changing requirements.
• Responsible for maintaining a high level of focus on strategic priorities through effective use of influencing skills.
• Applies good people management principles and mirroring best practice approach.
• Be knowledgeable about contact centre and distribution technical infrastructure with an appreciation for improving or enhancing operational efficiencies across all disciplines and businesses using technology.

Education & Experience

• Should be logical thinker, self-management, customer focus & vendor management
• Project & Change management with ability to manage complexity.
• Proven understanding of contact centre environments, policies, processes, and technologies
• IT literate across range of contact centre systems and applications
• Project & People Management experienced with influencing & consultancy skills.
• Degree with 3+ years experience in an Airline Contact Centre operations.

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. Etihad is recognised as one of the world's leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board. Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation. To learn more, visit etihad.com.