E-Services Manager

Duties & Responsibilities:

• Analyze the existing business processes to identify inefficiencies and areas for improvement.
• Design optimized processes leveraging digital tools and technologies.
• Develop omnichannel strategies that provide consistent experiences across all touchpoints of the passenger, aircraft, and employee journey.
• Ensure that optimized processes comply with industry regulations, internal policies, and the standard practices.
• Identify and mitigate risks associated with process changes and technology implementations.
• Participate in requirements gathering using interviews, observation, workshop and focus groups meetings.
• Prepare project charter, scope, milestone planning and traceability matrix in coordination with the development team.
• Prepare requirements specification, user stories and use cases documents for the development team.
• Coordinate with stakeholders to ensure requirement and scope matching, provide progress updates, and ensure project alignment with business goals.
• Develop and execute change management strategies to facilitate smooth transitions and adoption of new processes.
• Evaluate, and select third-party vendors and products that can contribute to digital process optimization projects.
• Conduct post-implementation reviews to assess the impact of process changes and identify lessons learned.
• Provide technical leadership to teammates through coaching and mentorship