Domain - Customer Management (Airline) : The job role covers core PSS domains of Loyalty and Customer with strategic drive to implement customer centricity across PSS touch points, through design and of customer management solutions based on 360 degree customer insights and integrating with PSS to enable CRM capabilities. The job role is also responsible for design of solutions for various loyalty initiatives under PSS program and Loyalty product (CRIS) roadmap.
Develop and establish an IT business solution design unit for a specific competency which has been identified as being a common theme across different business units, in order to leverage synergies. Identify and design leading edge, innovative IT business solutions, across multiple business units. Envisage and develop 3-5 year roadmaps for the specific cross-business IT competency which support both business and IT strategies.
* Develop a framework research and analysis for the specific competency to introduce and evaluate new industry concepts and supporting technology to provide quantifiable business performance improvements and solutions.
JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS (MAXIMUM OF 10)
Develop and establish a cross-business IT competency. Identify common skills, methodologies, objectives, technologies and best practice within the competency in order to fully leverage the opportunities of synergies to design leading edge business IT solutions. Develop and drive a 3-5 year roadmap for the competency which supports the development of Business IT strategy for specific business units as well as the overall Emirates Group strategy.
Develop and maintain expert knowledge of the competency, encompassing Emirates Group and industry practices, technology trends and innovation. Ensure channels for research and learning are established and innovation is applied to design methodologies.
Constantly and pro-actively seek opportunities to apply IT to improve business performance. E.g. on how to improve hub efficiency or to enhance customer experience. Ensure integration of business analysts into the business and manage senior business stakeholders across the competency in order to maximise the working relationships and deliver cross business synergies.
Support the overall business IT work programme by designing solutions including determining cost, feasibility and research required for business transformation. Ensure that discipline of design is maintained in the solution delivered. Ensure business improvements are quantifiable and measure IT's contribution to performance improvements.
Monitor changes in the IT domain and in the business environment. Liaise with relevant IT departments to ensure that changes in the business landscape are reflected in the overall business architecture, technology and applications. Contribute to the application life cycle management by ensuring that the functional capability of relevant systems is enhanced in line with the business.
Ensure analysis done by business analysts captures and documents business objectives and functional requirements, and is translated into requirements and solution definition documents in a comprehensive, meaningful and well-structured manner. This includes ensuring that the proposed business solution will deliver the expected benefits. Ensure that the end product aligns with business strategy.
Ensure that logical systems design (detailing business information flow/process) for a proposed solution is produced. This includes detailed business use cases, system use cases, entity relationship modelling, function hierarchy diagramming and process modelling, function to entity mapping and attributing the entities etc. as appropriate to the methodology being used.
Demonstrate knowledge of Mercator products to external customers in order to drive sales leads to completion and enable closure of sales contracts. Provide inputs to Sales and Market Development initiatives, such as Requests For Proposals/Requests for Information, application demos, presentations and pre-sales related workshops, business cases and proposals.
Establish career development plans, training for direct reports and provide appropriate mentoring and coaching. Conduct timely annual and interim performance reviews and set SMART objectives to cultivate a culture of high performance. Ensure that the team develops requisite level of business domain and technical knowledge to effectively manage relations with Emirates Group business units.
* in a relevant domain preferred e.g. Operations Research, Marketing science, Information Systems, e-commerce
* of IT Business Technology Solutions experience with recognised expertise of relevant competency in a Management Position in a top tier travel or high technology corporation and within Industry forums.
* Business/IS Strategy and planning
* Relevant Skills (based on competency)
* Industry Business Technology Trends
* Business Domain Knowledge
* Business Process Improvement
* Business Enterprise Architecture