Roles & Responsibilities
Design, develop & maintain automated databases (using corporate applications) to capture record and analyze various data related to departmental performance. Under the guidance of management, refine the data into meaningful statistics / information, with summarized analysis to enable management review of process indices and facilitate in the decision making process Job Outline: – Produce reports and presentations on the internal performance of the business against strategic KPIs. Ensure that this information is timely and accurate and that it effectively highlights areas of opportunity or risk to the business. – Proactively research new data sources or make modifications to existing systems so as to could give more insight into the performance of the business. – Compile and provide statistical / supporting data as advised by management, by way of presentations, business cases and management information reports. – Attend weekly/monthly meetings with Line Managers and Customer Airlines / front – line staff to discuss departmental / operational projects and brief all concerned of the key performance indicators outlined by management. Understand information needs and requirements of Airlines / customers and recommend action plans in support of the same. – Design, develop automated reports via SharePoint & other corporate applications to capture & analyze various data related to departmental operations. – Investigate, analyse and respond to customer complaints which may be received through various sources and ensure same is communicated via the Quality (DNCRM) team. – Manage the Compliments handling process within the department and ensure necessary recommendations are updated via Q-Pulse. – Monitor & prepare monthly reports related to all charges levied to customer airlines for various ground handling services provide by the department. – Maintain a performance index analysis tool through capturing and recording all departmental service failures as registered on the operations and other related reports. – Provide front line staff within the department, training on how to use management information systems, how and when to record data and ensure procedures and controls are built in to ensure the timely recording of information, data accuracy and confidentiality.