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Job title: Senior Analyst Service Improvement
Company: SITA
Job description: To lead resolution of major service issues and recommend and implement product/service improvements in order to eliminate recurrent failures improve customer satisfaction and financial performance.
What you will do
Work with process owners to develop operational improvement plans against SITA business expectations and customer requirements in line with Lean and Six Sigma methodologies
- Manage the delivery of key projects according to pre-defined and agreed project plans and achieve agreed targets
- Identify and promote opportunities to achieve continuous improvement in operational and process performance
- Ensure customer satisfaction throughout the project life by challenging project steps defined at start against changing customer’s business requirements
- Conduct customer survey at the end of the project implementation
- Ensure a process of continuous quality improvement through collection and analysis of stakeholder feedback customer feedback and trend analysis
- Lead a virtual team of stakeholders to develop follow up and implement action plans to identify gaps and resolve identified major customer issues
- Ensure regular process compliance checks with the various process owners within SITA agreeing on action plans
- Ensure supporting systems are maintained in compliance to the process and data sources standards.
Work with process owners to develop operational improvement plans against SITA business expectations and customer requirements in line with Lean and Six Sigma methodologies
- Manage the delivery of key projects according to pre-defined and agreed project plans and achieve agreed targets
- Identify and promote opportunities to achieve continuous improvement in operational and process performance
- Ensure customer satisfaction throughout the project life by challenging project steps defined at start against changing customer’s business requirements
- Conduct customer survey at the end of the project implementation
- Ensure a process of continuous quality improvement through collection and analysis of stakeholder feedback customer feedback and trend analysis
- Lead a virtual team of stakeholders to develop follow up and implement action plans to identify gaps and resolve identified major customer issues
- Ensure regular process compliance checks with the various process owners within SITA agreeing on action plans
- Ensure supporting systems are maintained in compliance to the process and data sources standards.
Qualifications
Who you are
- 2 years quality assurance/control role or customer service role with emphasis on quality improvement.
- 2-3 years of experience in IT industry with the implementation of processes as per recognized industry standards
Service Management Processes
- Knowledge of ITIL and Service Management practices and procedures
- Competent in Microsoft Office products
PROFESSION COMPETENCIES
- Info Gathering&Processing
- Organisational Awareness
- Quality Orientation
CORE COMPETENCIES
- Adhering to Principles & Values
- Communication
- Creating & Innovating
- Customer Focus
- Impact & Influence
- Leading Execution
- Results Orientation
- Teamwork
- Educated to degree level or equivalent work experience.
- ITIL Foundation Certificate
- Six Sigma Certification an asset
- Project Management training an asset
What we offer
SITA’s workplace is all about diversity: many different countries and cultures are represented in our workforce, and colleagues who’ve been working here for decades collaborate with those just out of college and early in their careers. SITA is a place of change and constant improvement, where we’re always pushing ourselves to find better ways of doing things: smarter, quicker, easier, for us and our customers and for their customers too.
And we offer all the good stuff you’d expect like holidays, bonus, flexible benefits, medical policy, pension plan and access to world class learning.
Welcome to SITA
SITA is the world’s leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry. We apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport.
We design, build, and support technology solutions all with one vision to create easy air travel every step of the way. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Are you ready to explore the opportunities?
In case of issues with uploading your CV or accessing the application system, please contact us @ careers@sita.aero
Expected salary:
Location: India – Amman
Job date: Sat, 30 Jul 2022 22:41:25 GMT
Apply for the job now!
#Senior #Analyst #Service #Improvement
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