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Kenya Airways Jobs in Nairobi, Kenya

Programme Engineer

Kenya Airways, the leading African airline flying to more African destinations than any other carrier, takes pride in being at the forefront of connecting Africa to the world and the World to Africa through its hub Nairobi Jomo Kenyatta International Airport.
Role Description:            
To drive, coordinate and deliver the smooth introduction into service of aircrafts into Kenya Airways fleet. This will include cross-functional coordination of requisite infrastructure, business processes and training to ensure the organization is ready and prepared for the entry into service of KQ aircrafts.
The incumbent will also drive and coordinate the disposal of KQ aircrafts by lease return, sale or conversion to freighter as appropriate


Responsibilities

·         Support the section manager with Technical and financial analysis of identified aircraft types for acquisition business case.
·         Manage the relationships of KQ fleet stakeholders and partners (such as respective engine manufacturer, aircraft lessor´s and suppliers).
·         Manage a cross-functional team of full time as well as part time project/task managers.
·         Co-ordinate all the projects running under the acquisition project , by providing advice and guidance to the respective project/task managers and owning the delivery of the project benefits. The programme includes coordination of:
·         Identified aircraft specifications and configuration activities,
·         Coordinate the Initial Provisioning and storage of aircraft spares, tools and equipment required for operations of the identified aircraft with Technical and Ground Services departments
·         Cross-functional coordination of the required training for pilots, engineers and cabin crew
·         Manage the aircraft inspection and acceptance of each aircraft at the manufacturer´s facility or at designated maintenance organization
·         Ensure compliance of the new aircraft to Kenya Civil Aviation Regulations (KCARS).
·         Coordinate the application for Certificate of Airworthiness (CofA), Certificate of Registration (CofR), Radio Station License (RSL) & Operational Specification (Op Spec)
·         Coordinate with Technical, Flight Operations, Ground Services and Network Planning teams for smoothly and timely handover of new aircraft to Operations Control Centre prior to its first commercial flight.
·         In conjunction with Finance, manage the allocated budget and ensure that the delivery is within budget
·         Define and manage internal project teams objectives and KPI’s within project cycle and at the end of project and follow up on the same
·         Analyze project changes, risks and issues; resolve or recommend appropriate action to the Aircraft Introduction & Disposal Steering Committee for approval
·         Ensure regular and accurate reporting on Projects implementation according to Management and Steering Committee requirements
·         Manage the disposal of identified aircrafts in liaison with the Program Manager – Aircraft returns.

Qualifications

·         Bachelor’s Degree in a Technical or related field from a recognized university
·         Participation & successful completion of the Kenya Airways Graduate Engineering Trainee program will be an added advantage
·         Project Management Certification, PMP/Prince2 or equivalent qualification
·         Experience – 5 years in an engineering / maintenance field, 2 of which should have been in a management position.  Aviation experience will be an added advantage
·         Preferably Knowledge of Kenya Airways Organizational Functions (added advantage)
·         Experience in deliveries / re-deliveries of aircrafts
·         Demonstrable experience in the management of projects and project budge
How to Apply

Customer Care Agent
Kenya Airways, the leading African airline flying to more African destinations than any other carrier, takes pride in being at the forefront of connecting Africa to the world and the World to Africa through its hub Nairobi Jomo Kenyatta International Airport.
Role Purpose Statement
Ensure effective complaint management system and service recovery that enhances customer loyalty, encourages repeat business translating to business retention and reduction in operations cost and achievement of Revenue.

Key Accountabilities/ Responsibilities 

This position has the key responsibility of managing the relationship between the organization and its clientele through providing technical guidance and support in:
·         Timely resolution of customer complaints; while making follow ups on compliments or suggestions to ensure business retention.
·         Analysis of Customer Needs and effective communication of the same to the Business Strategy and Leadership Teams for strategy formulation and implementation.

·         Customer Database Management through collation of customer information, customer profiling, segmentation and participation in the development of tailor-made services and products
·         Preparation and control of service recovery budgets to ensure satisfactory compensation of aggrieved customers, while monitoring expenditures to ensure resource and Cost Management
·         Analysis of consumer trends and preparation and distribution of high level customer service reports for the Business Leadership Teams for strategy formulation and implementation
·         Management of the service recovery processes through constant evaluation of the existing compensation policies to ensure adherence to Group Policies and International standards and regulations by developing and implementing the Customer Service Charter and Compensation Policy.
·         Identification of areas experiencing recurrent service related challenges within the business and provision of guidance and support to ensure seamlessness in service delivery
·         Management of the Feedback and Service Recovery system within the entire business network.
·         Development and maintenance of standards, policies and procedures for customer service and compensation
·         Facilitation of data collection from the market through customer forums and meetings with customers
·         Performance of Service Quality checks to customer service processes from time to time, detecting areas prone to service lapses and formulating process flow maps for various teams to enhance customer experience.
·         Participation in Business projects to offer customer centric guidance during strategy formulation and implementation.
·         Organizing customer forums and meetings across the business network and enhancing loyalty
·         Manage presence in social networking sites including Face book, Twitter, and other similar community sites, posting on relevant blogs, and seeding content into social applications as needed
·         Work with the Product development team to ensure social media tools (for ex. FB connect, Sharing buttons) are kept up to date
·         Manage a blogger outreach program and build an active brand ambassador network to spread the word about the Company
·         Monitor effective benchmarks for measuring the impact of social media programs, and analyze, review, and report on effectiveness of campaigns in an effort to maximize results
·         Ensuring adherence to corporate policies and statutory requirements in customer service and adoption of relevant changes as per International regulations.
·         Oversee immediate Service recovery in outstations
·         Improving customer service quality results by studying, evaluating and making recommendations for re-designing processes; establishing and communicating service metrics, monitoring and analyzing results in change implementation

Qualifications

·         Business related Degree
·         Diploma in IATA/UFTA
·         5 years progressive experience within a Commercial/Operations environment of which 2 must be at a Supervisory level
·         Foreign language
·         World tracer
·         Amadeus
·         Technical understanding of Social Media Tools
·         Must work well under pressure
·         Must be able to juggle many projects simultaneously
·         Exceptional Customer Relations skills
·         Product and Market Knowledge
·         Quality Focus
·         Problem Solving skills
·         Documentation Skills
·         Excellent interpersonal and Communication skills
·         Conflict Resolution
·         Analytical Skills
How to Apply

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