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Ngôn ngữ : Vietnamese Nghề nghiệp : Head, Customer Experience Program
Chi tiết Công ty : IATA
Quốc gia: Switzerland
Thành phố: Amsterdam
Trách nhiệm Manage the transformation to a new customer experience operational model for all business units in scope. The realization of the benefits and a flawless operational implementation are key to the success of the program.   This position will be responsible to communicate and agree with all IATA stakeholders and decision makers to be able to implement the project and achieve the benefits for the industry. Coordinating stakeholders to define strategies that enable a successful implementation of the customer experience program.   This role requires the capacity to conceptualize and identify strategies to complex and multi-dimensional systemic problems, with different dimensions: organizational, data, systems, process to ensure a safe implementation and transition of customer service to a new operating model.  Responsible for the direct management of a team of 2 members and to coordinate the delivery of companies dedicated to this global program. Qualifications: * Minimum 10 years of experience in delivering global complex change management and technical initiatives and projects. * Vast knowledge of IATA, with preferably local, regional or global experience. * Exceptional interpersonal skills and the ability to manage large team with inter-dependencies; * Ability to build collaborative relationships with multiple and diverse stakeholders, both internal and external * Proven ability to deliver complex initiatives across multiple cultures with an innovative approach * Proven leadership skills of global teams and partners * Excellent stakeholder management skills * PMP or similar certification would be desirable * Ability to perform under pressure and within variable working hours and schedules * Strong oral and written communications skills; able to speak in public to large industry audiences and present to senior executives. * Availability to travel frequently * Fluency in English; knowledge of other languages would be an asset. * University degree on business administration, economics, industrial engineering or its equivalent. ------------------------- At the heart of IATA are our Values and Behaviors. We all have different personalities, styles and areas of expertise, but you’ll recognize us by the consistent way we act and behave in line with our Values and Behaviors. We are looking for people who bring them to life in everything they do – they are: * Act with integrity and uphold our standards * Think strategically in support of the global big picture * Partner and manage to create high performing teams * Putting people first by acting with a simple human touch Here at IATA we are proud of being a Diverse & Inclusive Organization – we have people from all over the world working in our offices, and we extend this to our recruiting practices. We are a meritocratic organization and an equal opportunity employer.
Yêu cầu kỹ năng Reporting to the Director, Customer Experience Programs. The Head Customer Experience Program will play a key role in managing the implementation of an IATA wide Customer Experience Program. This position will manage the Implementation of changes required to enable the implementation of a simple and efficient customer experience. This position will coordinate across the different business areas to ensure operational safety is maintained during the transition process and to enable the Customer Experience Program benefits. This position will be responsible to define a strategy that ensures the successful implementation of the new customer service operating model, customer satisfaction and team performance are maintained. For this the incumbent will align with key stakeholders to ensure business continuity and enhancement.
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Head, Customer Experience Program ,
implementation iata stakeholders different operational management complex enable model across diverse simple organization maintained multiple
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Nghề nghiệp

Head, Customer Experience Program


Ngôn ngữ công việc

English


Chi tiết việc làm
Loại công việc: Chưa được xác định

Mức lương Chưa được xác định

Quốc gia: Switzerland

Thành phố: Geneva

Trách nhiệm
Manage the transformation to a new customer experience operational model for all business units in scope. The realization of the benefits and a flawless operational implementation are key to the success of the program.

 

This position will be responsible to communicate and agree with all IATA stakeholders and decision makers to be able to implement the project and achieve the benefits for the industry. Coordinating stakeholders to define strategies that enable a successful implementation of the customer experience program.

 

This role requires the capacity to conceptualize and identify strategies to complex and multi-dimensional systemic problems, with different dimensions: organizational, data, systems, process to ensure a safe implementation and transition of customer service to a new operating model.

 Responsible for the direct management of a team of 2 members and to coordinate the delivery of companies dedicated to this global program.

Qualifications:

* Minimum 10 years of experience in delivering global complex change management and technical initiatives and projects.
* Vast knowledge of IATA, with preferably local, regional or global experience.
* Exceptional interpersonal skills and the ability to manage large team with inter-dependencies;
* Ability to build collaborative relationships with multiple and diverse stakeholders, both internal and external
* Proven ability to deliver complex initiatives across multiple cultures with an innovative approach
* Proven leadership skills of global teams and partners
* Excellent stakeholder management skills
* PMP or similar certification would be desirable
* Ability to perform under pressure and within variable working hours and schedules
* Strong oral and written communications skills; able to speak in public to large industry audiences and present to senior executives.
* Availability to travel frequently
* Fluency in English; knowledge of other languages would be an asset.
* University degree on business administration, economics, industrial engineering or its equivalent.

-------------------------

At the heart of IATA are our Values and Behaviors. We all have different personalities, styles and areas of expertise, but you’ll recognize us by the consistent way we act and behave in line with our Values and Behaviors. We are looking for people who bring them to life in everything they do – they are:

* Act with integrity and uphold our standards
* Think strategically in support of the global big picture
* Partner and manage to create high performing teams
* Putting people first by acting with a simple human touch

Here at IATA we are proud of being a Diverse & Inclusive Organization – we have people from all over the world working in our offices, and we extend this to our recruiting practices. We are a meritocratic organization and an equal opportunity employer.

Yêu cầu kỹ năng
Reporting to the Director, Customer Experience Programs. The Head Customer Experience
Program will play a key role in managing the implementation of an IATA wide
Customer Experience Program. This position will manage the Implementation of
changes required to enable the implementation of a simple and efficient customer
experience. This position will coordinate across the different business areas
to ensure operational safety is maintained during the transition process and to
enable the Customer Experience Program benefits. This position will be
responsible to define a strategy that ensures the successful implementation of
the new customer service operating model, customer satisfaction and team performance
are maintained. For this the incumbent will align with key stakeholders to
ensure business continuity and enhancement.


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Giới thiệu
Welcome to IATA Human Capital

At IATA, we are putting our people at the centre of the business agenda. Over the past few years, the air transport industry has met several challenges. In order to ensure its success, it had to simplify the way it does business.

In that context, IATA is looking for people who:

* Can adapt quickly to a changing environment
* Are team players
* Are results-oriented
* Value excellence in customer-service

At IATA, we are working hard at providing our employees with a great working and learning environment. Here are some of our Human Capital priorities for 2007:

* Reviewing our organisational structure creatively and professionally
* Attracting, selecting and retaining the best employees
* Helping our employees go through changes by increasing our focus on management development and improving our internal communications
* Maintaining a results-driven corporate culture by directly measuring achienvements against accountabilities and behaviours.

As some of our Members and partners, we have gone through an extensive re-engineering of the ways we manage our staff.

In 2003, we introduced new staff selection process, performance assessment and rewards systems.

In 2004, we improved our structure to make IATA a well-integrated organisation by introducing the matrix model. Our goal was to facilitate cross-divisional collaboration and circulation of best practices.

In 2005, we reviewed our organisational design to reduce the number of layers and broaden the span of control. Additionally, we developed a dynamic sales organisation and culture.

In 2006, we consolidated European regional offices into one unique hub and drove staff development from simply training to focus on a leadership & learning role.

Also, in cooperation with Dr. Noel Tichy of the University of Michigan School of Business, we have successfully launched the IATA Change Leadership (ICL) and the IATA Leadership Development Programme (ILDP), which act as incubators for preparing the next generation of IATA leaders.

Additionally, the IATA Internship Programmes (IIP) allows us to attract and develop - on a worldwide basis - the best among young talents interested in joining the air transport industry.
If you share our values and are up to the challenge, please visit our Career section to find out about our job opportunities or submit your application for the Internship programme.
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