Our Commercial & Customer Engagement team putsthe customer at the centre of everything we do by proactively detecting andaddressing issues that could cause the customer harm or dissatisfaction,ensuring regulatory needs are met while enabling business goals;
and if thereis an issue, we remediate quickly and accurately, implementing solutions thateliminate reoccurrence.
You will be accountable for drivingmulti-year programs within the customer account while ensuring the Business asUsual activities are being maintained.
When there are operational events, you willlead the remediation activities and interaction with the customer. You will build strong relationships withinall levels of the customer organisation to understand their drivers andpain-points which you can develop into a roadmap for improvement and futureprojects.
Build multi-year program ofinitiatives with customer and work within CHAMP and customer organisations todeliver effectively
Build and maintain effectiverelationships with customer stakeholders
Effectively manage overallaccount in terms of delivery of new initiatives, business as usual (BAU) andprojects
Partner with assigned stakeholdersto identify major obstacles and influence global teams to define and implementscalable solutions
Ensure timely tracking andreporting of issues and solutions developed to effectively address issues
Ensure identified issues areescalated to the appropriate CHAMP resource and addressed effectively and in atimely manner
Lead the implementation andexecution of identified solutions; represent CHAMP on all project steeringcommittees
Provide leadership andgovernance over key program requirements; ensuring there is adequateaccountability, ownership and progress on all initiatives and requirements.
Direct remediation efforts of anykey breakdowns with a clear understanding of the extent of customer impacts andfinancial loss to the company.
Partner with technical andfunctional groups in defining system and process solutions towards preventionefforts as well as understanding of overall control environment.
Be the trusted advisor for thebusiness leaders for all matters related to operational excellence andinfluence product and process design to prevent breakdowns in the future.
Travel required within theKingdom and to CHAMP locations.
10 years relevant business experience in large scale Program Management.
KNOWLEDGE & SKILLS
Strong knowledge of air cargo supply chain management
Strong program management, project management, relationship management, and analytical skills
Passion for customer excellence
Arabic Language essential
Excellent English communication skills (written, verbal and presentation)
Excellent active listening skills
Strong ability to communicate a compelling story at executive levels. Need to have the ability to work with senior stakeholders to highlight status and actionable goals for success of the program
Demonstrated creative and innovative thinking capability
Strong relationship management skills with the ability to influence without authority
Ability to learn quickly and with a strong track record of delivering within promised deadlines and with highest quality
Ability to understand large complex processes and translate technical process jargon into simpler messages suited for all levels of the organization
Strong focus on execution and attention to detail.
Knowledge of operational risk, operational excellence and other key control and compliance policies
Demonstrates excellent interpersonal skills including collaborating and influencing abilities with proven ability to operate successfully in a matrix organisation.
Proven ability to successfully implement change management initiatives
Adhering to Principles & Values
Creating & Innovating
Impact & Influence
EDUCATION & QUALIFICATIONS
At least Bachelor degree level or equivalent in a technical, business or marketing discipline; Masters degree preferred.