Job Openings at Kenya Airways

Brief Description        

Coordinate the development and maintenance of company security standards and monitor the implementation to ensure compliance with company policy and regulatory requirements.

Detailed Description        

• Coordinating the issuance of appropriate and up-to-date standards and procedures, job instructions for Security operations network-wide and providing necessary guidance and advisory support for their proper implementation.
• Conducting regular risk-based or event-driven quality management activities that identify needs and weaknesses in the Security Management System (SeMS).
• Conducting internal audits, spot checks, inspections and tests of Kenya Airways’ security operations and control measures to confirm conformance with regulatory requirements, security procedures, standards and recommended practices.
• Conducting audits, spot checks, inspections and tests of external service providers of security services against measurable specifications, to ensure requirements that affect the security of Kenya Airways’ operations are being fulfilled by the service provider.
• Timely preparation of audit, spot check, inspection and test reports for management planning and control purposes.
• Maintaining the security incident reporting system and liaising with responsible managers for appropriate closure of security incidents.
• Participating in the review of the Security Manuals  as necessary, and monitoring training to ensure compliance within security operations.
• Coordinating security awareness programs companywide.
• Conducting follow-up audits, spot checks, inspections and tests to verify that corrective actions have been implemented.
• Making follow-ups to ensure all audit findings are closed.
• Providing situational support and assistance on standards and procedures to security operations staff.
• Undertaking research on matters of security interest within the industry and providing relevant guidance on improvements for Kenya Airways’ operations.

Job Requirements        

• Diploma or relevant professional qualification
• Minimum 2  years in Aviation Industry
• Knowledge Security Management Systems (SEMS)
• IT Proficiency Experience in Security Operations is desirable
• Experience in Conducting Quality Audits
• Experience in Documentation of Procedures

Additional Details        

• Security Management Systems (SEMS)
• Quality Management Systems
• Document Management
• Threat &Risk Management
• Auditors Course
• AVSEC Management Course

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Brief Description        

Reporting to Commercial Manager – Retail Kenya, the ideal candidate will provide the KE Retail Team with sale of airline tickets/EMDs, customer service and Advisory on travel requirements and regulations to customers.

Detailed Description        

Ticketing

• Locate available flights; Check on best connections if more than one flight is involved, determine fare costs to maximize on revenue while helping passengers to get best fare families that suits their travel needs.
• Help customers find the right itinerary that fit their needs; apply upgrades on additional costs to generate more revenue.
• Provide details and accurate fare quotes to all KQ clients to provide the best applicable fare and generate revenue.
• Handling of special passengers booking needs and liaison with relevant/other departments for smooth handling and facilitation e.g. unaccompanied minors cancel or change reservations when requested by clients, reissue, revalidate tickets and collect applicable fees thus generate income.
• Action queues appropriately and inform passengers on flight changes, confirmations, ticketing time limits, handle special requests like seats preference, meals, baggage requirements waitlists and confirmations, to ensure customers’ requests are met and reduce GDS costs.
• Highlight to customers the legal requirements covering their journey such as passports, visa, and health requirements, check in place, departure time and baggage allowance to avoid inconveniencing the passengers and ensure seamless service.
• Selling of other special KQ products, Kool fliers/Packages ITX fares/Medical fares to generate extra revenue.
• Correct CRS usage and queue management to reduce cost and increase revenue generation.

CustomerService

• Actively build relationships with clients by offering good customer service to retain and recruit new customers.
• Interpret alerts under Msafiri 360 and liaise with relevant departments to offer the rightful/best proposition gesture to customers.
• Support travel agents by efficiently assisting them with their general enquiries to improve relationship with the travel market and increase agent’s loyalty.
• Providing online assistance for reservation, check in, payment to maximize sales and ensure customer satisfaction.
• Actively involved in suggesting new ideas and providing recommendations on the improvement of services provided, this increases revenue and ensures KQ success as market leading airline.
• Handle customers complaints (denied boarding, baggage etc to ensure customer satisfaction and retention
• Register and build up on customer database for future business engagements to increase sales and passenger loyalty.
• Facilitate and coordinate tracing of lost, delayed, or misdirected baggage for customers and ensure safe delivery of the said baggage to win passengers confidence.
• Handle flight schedule disruptions to ensure passengers have a seamless service throughout their journey and Carry out service recovery.
• Handle general inquiries for both internal and external customers, develop, and maintain customer database to enhance customer loyalty and market intelligence.

Documentation

• Reconciling of sales returns to account for personal daily sales.
• Processing refund and ensuring passengers are guided accordingly on the amount refundable for reimbursement on unutilized tickets.
• Updating relevant dashboards for records/reconciliation and tracking purposes.
• Filing of required documents as per sales process especially for direct corporates.

Sales

• Generate ancillary revenue through sale of Excess bag/extra seat for comfort/last-minute upgrade/KQ holiday packages and any other ancillary products that are available on KQ services.
• Sell KQ products to walk-in customers, through telephone and e-mails to maximize on sales and enhance accessibility. 

Job Requirements        

• Diploma in IATA Fares and Ticketing (Consultant level).
• Good knowledge of computer reservation systems CRS or airline equivalent.
• Proficiency in MSWord /Excel / Outlook.
• At least 1-yearexperience in a sales role will be an added advantage.
• Sound knowledge of domestic & international travel requirements/trend/availability.
• Exemplary sales skills and customer-oriented approach.
• Ability to interact, communicate & negotiate effectively.
• Fluency in English/multi-lingual.
• Initiative and proactiveness.
• Solution oriented.
• Passion about travel and tourism
• Additional Details        
• High integrity
• Teamwork/team player.
• Customer focus.
• Result oriented.
• Good organizational skills.

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Brief Description        

The Process Improvement lead supports the Commercial Organization in identifying and implementing process improvement opportunities to enable optimal services to be delivered to our customers.

The objectives are to:

• To enable the management and delivery of projects focused on improving processes by use of a well-structured set of tools based on Lean Six Sigma and Project Management Methodologies.
• Lead and support the organization in identifying and implementing process improvement opportunities to enable optimal services to be delivered to our customers.
• Manage and direct multiple projects and initiatives across the teams to deliver business benefits.

Detailed Description        

Strategy Cascade and Implementation

• Facilitate strategy cascades
• Monitor and evaluate implementation progress

 Process Improvement

• Initiate, scope and manage the delivery of projects for identified process improvements using relevant methodologies.
• Proactively identify, scope and prepare business cases for opportunities to improve processes in conjunction with process owners/managers.
• Develop Metrics, monitor and report business process performance against accepted standards and KPI’s. Lead the sustainable implementation of process improvements and measurement of the process indicators.
• Identify risks and issues in business processes and systems.
• Maintain weekly/monthly status reports to key stakeholders tracking the status of the improvement projects.
• Develop and support data capture and data management processes for core systems to support the delivery of identified projects.
• Facilitate workshops to build capability on process management; process mapping, Value Stream analysis, process redesign.
• Process mapping in alignment to the business strategy as defined by the business owners.

 Project Management

• Define project scope, plan and schedule for the delivery of solutions and value within agreed timelines.
• Manage stakeholder communications, and implement an effective system of project governance, ensuring that timelines are met, with a clear and effective escalation process.
• Organize and lead project status and working meetings and stand up sessions, supporting the business owner and ensuring feedback from the relevant stakeholders across departments.
• Manage risks and issues, mitigation and corrective actions for deviations from plans.
• Prepare and share project progress reports with the relevant stakeholders.

Change Management

• The BPIL Supports the change process that the business owners have initiated, leading the example of accepting change as the new normal and helping the business owner to drive this.
• Development and implementation of a Change Management plan for each project.
• Engage, coach and train change agents for the dissemination and implementation of change at the shop floor.
• Keep track of achievements after deployment of change. 

Job Requirements        

• Bachelor’s degree
• At least 5 years’ work experience with a minimum of 3 years’ experience working in Process Improvement and Project Management roles involving cross-departmental teams
• Certified Project Management practitioner
• experience in Project Management
• Certified Lean Practitioner
• Certified Six Sigma practitioner
• Best Practice and ToT Trainer all practices
• Change Management Practitioner

Additional Details        

• Problem Solving skills
• Communication Skills
• Working Collaboratively
• Managing Change
• Focus on Results
• Customer Focus
• Business understanding

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Brief Description        

To ensure and maintain a healthy, safeand secure working environment, in compliance with the relevant industry regulatory and legislative requirements, company procedures, regulatory authorities and requirements of customer airlines. Adhere to accurate Loadingand offloading by delegation, as well as coordinate, oversee and supervise theactivities for the overall turnaround of aircraft.

Detailed Description        

• Embrace and maintain apositive safety culture, a healthy and secure management of the turnaroundprocess whilst complying with company procedures and processes, regulatoryauthorities and requirements of customer airlines.
• Ascertain all aspects ofaircraft preparation in readiness for offloading/loading as per standardoperating procedures.
• Ensure compliance betweenloading instructions and load presented for loading whilst strictly adhering tothe instructions unless authorized to deviate.
• Provide leadership anddirect supervision staff who are undertaking all loading and equipmentoperations activities associated with turnaround to ensure conformity with allStandard Operating Procedures.
• Champion ramp safety byeffectively enforcing ramp standard operating procedures to reduce rampincidents and accidents ensuring healthy, safe and secure working environment.
• Ensure on time and propercompletion of offloading and loading of cargo and baggage for efficientdelivery for both Kenya Airways and customer airlines.
• Report torn, leaking andoversize packaging and defective ULD’s before loading and when offloading
• Ensure ULDs properly withlocks and bulk loads correctly with nets and approved tie downs complying tocorrect lashing / load spreading.
• Ensurethat special loads, including Dangerous Goods are stowed according toregulations and Carrier operating procedures.
• Upon completion of loading,communicate the final loading to the Load controller.
• Ensure correct baggagereconciliation procedures are met and documentation completed before aircraftdeparture
• In absence of a dedicatedTurnaround coordinator wide body, be the central point of liaison with allstakeholders and coordinate the turnaround.
• Optimize maximumly all theallocated resources and tools of work
• Raise casual operator’sforms to ensure billing for services rendered.
• Monitor sequence activityagainst agreed station turnaround plan and timings.
• Establish and maintainconstant ground to cockpit communication in a clear and precise manner
• (if authorized and whenrequired to do so)
• Identify and report hazards,near misses, incidents and accident within the turnaround process.
• Adhere to KQ WAY principalsand best practices.

Job Requirements        

• Relevant University Degree 
• Relevant Diploma with over 5 years’experience in Ground Operations
• Minimum 2 years ramp experience

Additional Details        

• Customer focused.
• High integrity
• Team player
• Ability to lead, motivateand guide teams.
• Self-motivated, proactiveand decisive
• Time conscious
• Results oriented.