Business Solutions Manager Etihad Airways

Provide strategic direction and governance across the above business units, ensuring consistent standards, controls, and outcomes.

Define and maintain the operating model for Support Function Management, aligning processes, policies.

Own planning, forecasting, and tracking of ADM and related budgets across teams; deliver insights to optimize cost to serve and ROI.

Ensure financial controls, procurement coordination, and audit readiness across internal teams and vendor contracts.

Lead capacity planning, forecasting, scheduling across teams and outsourced partners to meet SLA and quality targets.

Establish a robust MIS and analytics framework, including performance dashboards and standardized reporting.

Own the end to end Quality Assurance program and the training strategy (induction, upskilling, refreshers) to drive consistent performance.

Maintain a single source of truth for the knowledge base, with governance for accuracy, change control.

Identify, prioritize, and deliver continuous improvement initiatives (process, policy, digital) informed by BI insights and voice of customer.

Own the NPS improvement roadmap for Customer Care; deploy targeted actions and track impact through MIS.

Govern global vendor relationships (contact centres and support suppliers), including contracting, commercials, performance management, and change communications.

Act as a senior point of coordination across Operations, Digital/IT, HR, Finance, Procurement, and external partners.

Anticipate operational and delivery risks, design mitigations, and ensure adherence to company policies and regulatory requirements (Security, HR, Ops, Legal).

Streamline span of control to enable strategic focus; delegate day to day operational management.

Lead, coach, and develop a team of Senior and Quality Officers; set objectives, monitor performance.