Lloyd Cruz Santos

Operations Performance ManagerFull Time

• Job Details:Plan and prioritise business objectives to meet the business targets within the defined timelines vis-à-vis the needs of customers in both domestic and international markets. Recruit, develop and manage team members’ performance. Drive customer centricity as an integral part of the performance behavior in the workplace. Define and implement procedures that support the highest level of customer service standards to encourage loyalty and promote customer satisfaction. Ensure timely communication of any procedural changes to the team. Monitor performance gaps, identify trends and manage performance in liaison with other sections within Contact Etihad (quality & communications, operations, etc.) and/or with other Etihad departments (HR, L&D, etc.) Manage on-going relationships with country managers to better understand their business requirements, review and monitor Contact Etihad's performance, develop and implement solutions to meet the outstations’ needs efficiently. Reduce overall cost through development of current and new revenue streams, better understanding of operational requirements matched to tactical and promotional initiatives. Develop and implement on-going process improvement. Lead market intelligence studies and ongoing research and development to identify market trends and ensure alignment with industry best practices. Prepare and submit periodic performance reports to Manager Global Contact Center. Support ad hoc projects as required.

Facilitator (Emiratisation and Corporate Sales Development)Full Time

• Job Details:Deliver learning interventions that includes classroom training, blended learning and on the job coaching in order to ensure best practices and enhancement of the employee brand. Research and design training materials and development interventions that are aligned to Etihad specific requirements to develop strong relationships with business units to identify learning needs and thereby ensure interventions meet organizational goals. Review and enhance existing learning interventions on a continuous basis and provide recommendations for enhancement. To develop own and other’s skills and knowledge base as required, based on any new development within Etihad and in the industry in general to ensure competence and relevance of knowledge. Conduct evaluations and assessments to assess the effective transfer of learning into the workplace to ensure increased organizational effectiveness. Provide face-to-face and written feedback to participants and submit daily, weekly and monthly reports to senior facilitator and training manager when necessary Identify development needs for participants during the training, feedback to line managers and provide individual on-job-coaching in the workplace to entrench learning. Act as subject matter expert on any major project and maximize working relationships with the concerned project owners or line departments to provide an ideal learning solution to support the roll out to the network in order to keep abreast of best practices. Develop training materials for the Global Sales Team, implement and manage communications strategy across the network. Continuously audit effectiveness of implemented changes, process and procedures to ensure business value is realized.

Training Officer (Emirates Global Contact Centre) Full Time

• Job Details:Delivered training to Contact Centre Customer Sales & Services staff in line with the agreed Contact Centre developmental plan and to ensure staffs perform to the identified skills at the end of each training session. Ensured all training interventions are appropriately recorded in the Group Training Database. Delivered ad-hoc trainings to Emiratis Commercial Managers in line with the agreed developmental plan like IATA Fares and Ticketing, Smart Sell, system trainings and many others. Designed, developed, and evaluated training programmes for both classroom and on the job, so that the training provided meets skills & competencies identified for staff to carry out their job functions effectively, thereby meeting development objectives. Evaluated post course application of the training provided by monitoring/observing staff in their Contact Centre job role. All such observation to be discussed with the staff and feedback provided in the areas of development. All such post-course action outcome to be reported to the Contact Centre Management. Conducted Training Needs Analyses for any specific problem area identified by Contact Centre departments and recommended appropriate (training or non-training) solutions to correct the identified problem. Where training is the solution, designed training programmes and monitored and evaluated impact of the recommended solution to ensure improvement to acceptable standards. Undertook special projects assigned by Contact Centre Management to enhance customer service, improved productivity and reduced expenditure within the specialised training area. Such projects to be implemented in coordination with O&CT; in Dubai. Produced appropriate pre-course learning material to better prepare staff members prior to attending the courses, thereby reducing training days and related costs. Ensured that all courses under their supervision are administered and maintained professionally according to standards set by the Emirates Aviation College —O&CT; in Dubai.