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Job summary
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Asia Pacific Quality Control Centre (AP QCC)
• Provide support to ensure Country has a direct point of contact for escalated issues
• Prepare regular performance reports and analysis
Asia Pacific Operations Performance
• Focal point for the tracking, analysis and reporting of Global & Regional Ops KPIs and in the identification of issues and opportunities
Customer Interface (Sales, GMNC, CS, Ground, GW)
• Ensure customer interfaces have sufficient information to pro-actively inform key customers in the event is unable to meet the service requirements
APQCC
• Work together to manage QSMS update system as required
• Collaborate to respond to potential service incidents to activate contingency plans to meet the transit time promise of our customers if necessary
Asia Pacific Operations Performance
• Provide visibility on Operations performance and advise management of status and progress with regards to the achievement of Global and Regional targets.
Customer Interface:
• Interpret and analyse information for escalation of issues that can be improved on
• In conjunction with the functional owners (e.g. Gateway, Service Centre etc) work to identify performance gaps and initiate appropriate improvement response to address the issues
Quality Shipment Monitoring System (QSMS)
• Re-act to potential service incidents by responding to information supplied in the QSMS application
• Complete the diagnostics of shipments flagged in QSMS to identify the potential incident or issue bucket
• Push process failures to the facility accountable for identification of root cause and potential corrective action
• Determine and ensure that facility activates the best business decisions to maintain our transit time promise
• Update the network of major service incidents when required
• Ensure that adequate information is entered into QSMS to provide customer interface with the capability to pro-actively notify customers when we are not able to meet transit time promises
Unified Airline System (UAS)
• Re-act to all potential service incidents by responding to information supplied in the UAS application
• Ensure that Gateway is activating best contingency for the business to maintain and reduce service impact.
• Assist in the Co-ordination of country contingency plans
• Ensure that network is communicated via OURS update of any incident that impacts company by more then 30 minutes
• Ensure agreed checkpoints are generated within standard, escalate accordingly when not adhered to
Operations Performance Analysis
• Interpret and analyse the measurement, monitoring and actions for performance and productivity improvement to ensure operational KPI’s are met
• Use existing tools and methodology to conduct in-depth analysis to identify issues, problems and opportunities
• Prepare detailed analytical reports on findings and list of possible corrective action
• Keep track of actions that are taken to address identifies problem areas and monitor performance for improvements
• Ensure performance reports are produced according to specifications and distributed according to the agreed timetable
Crisis Management
• Identify crisis situation and communicate potential resolution to manager
Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate an ability to influence decisions/actions of those concerned
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