Business Solutions Manager

## Synopsis\n\nThe role is intentionally structured to streamline span of control and step back from day\u2011to\u2011day operations to focus on strategic oversight of Contact/Vendor operations and management, Workforce Management, Management Information Systems, Quality \u0026 Training, Knowledge Management, Business Improvement, and NPS outcomes. The Manager ensures delivery through team leads and vendor partners, aligning initiatives to cost, quality, and customer\u2011experience targets.\n\n## Accountabilities\n\n * Lead the end-to-end implementation of an AI-driven recovery framework that synchronizes automated passenger re-protection with self-service digital touchpoints and multi-channel notification engines (SMS, WhatsApp, Push) to ensure seamless, proactive guest management during operational irregularities.\n * Provide strategic direction and governance across the above business units, ensuring consistent standards, controls, and outcomes.\n * Define and maintain the operating model for Support Function Management, aligning processes, policies.\n * Own planning, forecasting, and tracking of ADM and related budgets across teams; deliver insights to optimize cost\u2011to\u2011serve and ROI.\n * Ensure financial controls, procurement coordination, and audit readiness across internal teams and vendor contracts.\n * Lead capacity planning, forecasting, scheduling across teams and outsourced partners to meet SLA and quality targets.\n * Establish a robust MIS and analytics framework, including performance dashboards and standardized reporting.\n * Own the end\u2011to\u2011end Quality Assurance program and the training strategy (induction, upskilling, refreshers) to drive consistent performance.\n * Maintain a single source of truth for the knowledge base, with governance for accuracy, change control.\n * Identify, prioritize, and deliver continuous improvement initiatives (process, policy, digital) informed by BI insights and voice\u2011of\u2011customer.\n * Own the NPS improvement roadmap for Customer Care; deploy targeted actions and track impact through MIS.\n * Govern global vendor relationships (contact centres and support suppliers), including contracting, commercials, performance management, and change communications.\n * Act as a senior point of coordination across Operations, Digital/IT, HR, Finance, Procurement, and external partners.\n * Anticipate operational and delivery risks, design mitigations, and ensure adherence to company policies and regulatory requirements (Security, HR, Ops, Legal).\n * Streamline span of control to enable strategic focus; delegate day\u2011to\u2011day operational management.\n * Lead, coach, and develop a team of Senior and Quality Officers; set objectives, monitor performance.\n\n\n\n## Education \u0026 Experience\n\n * 7 years in business solutions, business analysis, product/process improvement, or similar.\n * 5 + years of experience in Airline disruption management, with expertise in PSS environments, familiarity with IROPS modules \u0026 products is essential.\n * Bachelor\u2019s degree in a relevant field, Airline/aviation or service industry experience.\n * Ability to structure problems, manage multiple initiatives, and deliver outcomes in cross\u2011functional settings.\n * Proficiency in requirements documentation, process mapping, and basic data analysis.\n * Exposure to customer journey mapping, service design, or UX/CX practices, Familiarity with Agile delivery, Lean Six Sigma, or product management \n\n\n\nAbout Etihad Airways\n\nEtihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world\u2019s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad\u2019s codeshare partners, Etihad\u2019s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad\u2019s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!\n\nTo learn more, visit etihad.com\n\nRecruitment Fraud Alert\n\nBeware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.\n