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Current Vacancies
Please check back regularly for employment opportunities.
Services & Standards Training Officer
Applications Close February 28 2025
Position Details & Requirements
Air Niugini is looking for a dedicated service standards Training officer to support the development and implementation of training programs. This role will ensure our teams deliver outstanding customer experiences across all touch points by adhering to best practices and maintaining service excellence.
Key Outputs
- Assist in developing and updating service standards and procedures in line with industry best practices.
- Monitor adherence to service standards across all customer touch points.
- Conduct regular audits and prepare reports on compliance with service standards.
- Collaborate in Training designing and developing training materials, manuals, and e-learning modules.
- Organize and coordinate training sessions for frontline staff, ensuring content delivery aligns with established standards for “finesse training”
- Track and report on training attendance, completion rates, and effectiveness.
- Gather and analyse customer feedback to identify areas for Training/Service improvement.
- Provide recommendations to the Manager Service Standards & Training based on performance data.
- Assist in implementing corrective actions to address service quality issues.
- Work closely with the Manager Service Standards & Training to ensure alignment of objectives and strategies.
- Communicate updates and changes in service standards to all relevant staff.
- Participate in workshops, seminars, and conferences to enhance skills and knowledge.
- Stay updated on industry trends and innovations in customer service and training.
- Suggest and implement enhancements to existing service standards and training programs.
- Act as a champion for change within the organization, promoting continuous improvement and innovation.
Qualifications and Experience
- Diploma in Training or equivalent
- 3-5 years’ work experience in Customer Engagement or equivalent
- 3-5 years’ experience working in aviation – Train the Trainer
Technical & Behavioural Competencies
- Analytical Thinking
- Communications
- Managing Resources
- Team Leadership & Teamwork
- Negotiating & Project Management
- Process/Quality Focus
- Customer Service Orientation
- Employee Focus
- Collaboration & Resilience
- Drive Change & Innovation
Email your CV, copies of your certificates, references and current contact details to recruitment@airniugini.com.pg by Friday 28th February, 2025
Product & Services Analyst
Applications Close February 28 2025
Position Details & Requirements
Air Niugini is looking for a Product and Service Analyst to join our Customer Engagement team. This role involves analyzing customer feedback, tracking complaints, and providing actionable insights to drive the continuous improvement of our products and services.
Key Responsibilities:
- Collect and analyse customer feedback from various channels including surveys, social media, and direct communications.
- Identify trends, patterns, and root causes of customer satisfaction and dissatisfaction.
- Prepare detailed reports and presentations on customer feedback analysis for management review
- Generate regular reports on complaint statistics, resolution times, and common issues.
- Work with the Product Development team to suggest enhancements based on customer feedback.
- Assist in the development and implementation of new product offerings and service delivery processes.
- Provide data-driven insights to support the improvement of service delivery processes with KPI’s and Net Promoter Score, Voice of the Customer
- Ensure all reports and documentation comply with company standards and policies
- Maintain accurate and up-to-date documentation of all analysis and reports
- Evaluate the effectiveness of service delivery enhancements and recommend further improvements.
- Be a champion for change
Qualifications and Experience
- Degree in Business & Development or equivalent
- 3-5 years’ work experience in Customer Engagement or equivalent
- 3-5 years’ experience working in aviation
Technical & Behavioural Competencies
- Analytical Thinking
- Communications
- Managing Resources
- Team Leadership & Teamwork
- Negotiating & Project Management
- Process/Quality Focus
- Customer Service Orientation
- Employee Focus
- Collaboration & Resilience
- Drive Change & Innovation
Email your CV, copies of your certificates, references and current contact details to recruitment@airniugini.com.pg by Friday 28th February, 2025
Manager, Service Standards & Training
Applications Close February 28 2025
Position Details & Requirements
Air Niugini is looking for a Manager of Service standards and Training to design and implement training strategies that enhance our customer experience both on the ground and in-flight. This role will ensure our services are innovative, aligned with customer needs, and delivered to the highest quality of standards.
Key Responsibilities:
- Design and develop innovative products and services for Air Niugini.
- Ensure alignment with customer needs, market trends, and competitive activities.
- Oversee the training delivery of product improvement projects through the Service Training Officers
- Ensure projects are completed on time, within budget, and to the required quality standards.
- Prepare business cases to assess the feasibility Training Programs with alignment of new products and services.
- Present Training recommendations based on thorough research and analysis.
- Recommend “finesse training” opportunities for improvement both on the ground and in-flight.
- Identify and implement future innovations based on research and competitive benchmarking
- Create Training strategies for the design and implementation of products through cross-team collaboration and stakeholder analysis.
- Define Training Service standards and relevant KPIs for new initiatives when required.
- Challenge the scope of any relevant projects or development ideas to ensure they meet our Training Plan and or strategic objectives.
- Represent Customer Experience effectively on projects and developments, ensuring clear communication and liaison.
- Ensure that all Training designs align with Air Niugini’s brand and customer experience goals.
- Build and maintain strong relationships with key stakeholders to support project delivery.
- Act as a champion for change within the organization, promoting continuous improvement and innovation.
Qualifications and Experience
- Diploma/Degree in Workplace Training or equivalent
- 3-5 years’ work experience in Customer Engagement or equivalent
- 3-5 years’ experience working in aviation – Service Training
Technical & Behavioural Competencies
- Analytical Thinking
- Communications
- Managing Resources
- Team Leadership & Teamwork
- Negotiating & Project Management
- Process/Quality Focus
- Customer Service Orientation
- Employee Focus
- Collaboration & Resilience
- Drive Change & Innovation
Email your CV, copies of your certificates, references and current contact details to recruitment@airniugini.com.pg by Friday 28th February, 2025
Manager , Product & Services Delivery
Applications Close February 28 2025
Position Details & Requirements
Air Niugini seeks an experienced Manager of Products and Service Delivery to lead the design and delivery of innovative customer solutions aligned with our business objectives. This role involves overseeing product development projects, from initial design to successful implementation.
Key Outputs
- Responsible for designing Product & Service for Air Niugini Group
- Responsible for delivery of product improvement projects through Product Development Coordinators
- Prepare Business Cases to access the Feasibility of New Product
- To recommend opportunities for improvement for Air Niugini on the ground, Executive Lounge and inflight; and innovations for the future, based on research as well as competitive activities and including benchmarking
- Create strategies for design creation and implementation of products through cross team collaboration and stakeholder analysis.
- Define service standards and relevant KPIs for new initiatives when required
- Challenge the scope of any relevant projects or development ideas
- Represent Customer Experience & Products effectively on projects/developments, and communicate and liaise with them appropriately
- Manage effective team working methods and information sharing
- Identify and agree time, budgetary, quality and scope objectives for the specific projects
- Lead, motivate and support the Product Development Coordinators
- Create, proof, and evaluate designs for impact, policy adherence, and ROI.
- Establish and align project timelines in accordance with up and downstream dependencies
- Negotiate and collaborate with 3rd parties, such as National Airports Corporation (NAC) & Civil Aviation Safety Authority (CASA) as and when required
- Be a champion for change
Qualifications and Experience
- Degree in Business or equivalent
- 3-5 years’ work experience in Customer Experience & Products or equivalent
- 3-5 years’ experience working in aviation
Technical & Behavioural Competencies
- Analytical Thinking
- Communications
- Managing Resources
- Team Leadership & Teamwork
- Negotiating & Project Management
- Process/Quality Focus
- Customer Service Orientation
- Employee Focus
- Collaboration & Resilience
- Drive Change & Innovation
Email your CV, copies of your certificates, references and current contact details to recruitment@airniugini.com.pg by Friday 28th February, 2025
Head Of Digital Transformation
Applications Close February 28 2025
Position Details & Requirements
Air Niugini is looking for a dedicated Head of Digital Transformation who will be responsible for leading and executing the airline’s digital transformation strategy, overseeing the development and implementation of cutting-edge digital technologies to enhance business operations, customer experience, and overall organizational efficiency. This role will work closely with senior management to align digital initiatives with business goals and lead the change management process to ensure the company remains at the forefront of the aviation industry’s digital evolution.
Key Outputs
- Strategic Leadership:
- Develop and execute a comprehensive digital transformation strategy aligned with Air Niugini’s long-term goals and objectives.
- Digital Strategy Implementation:
- Oversee the integration of digital technologies across core business areas, including operations, customer service, marketing, and finance.
- Manage the planning and execution of digital projects, ensuring they are delivered on time, within budget, and to the expected quality standards.
- Change Management and Stakeholder Engagement:
- Lead cultural and organizational change efforts by fostering a digital-first mindset across the company.
- Provide guidance and support to teams to navigate the digital transition, promoting continuous learning and development of digital skills.
- Innovation and Continuous Improvement:
- Identify and implement innovative solutions that enhance the airline’s competitive advantage.
- Data-Driven Decision Making:
- Drive the use of data analytics and business intelligence tools to inform decision-making and enhance performance across the organization.
- Team Leadership and Development:
- Build, mentor, and lead a high-performing team of digital experts, including digital project managers, analysts, and IT professionals.
- Budgeting and Resource Management:
- Develop and manage the digital transformation budget, ensuring that resources are allocated effectively across projects and initiatives.
Qualifications and Experience
-
- Bachelor’s degree in Information Technology, Business, or a related field (Master’s degree preferred).
- Minimum of 8-10 years of experience in digital transformation, technology management, or IT leadership roles, preferably within the aviation, travel, or transportation industries.
- Proven track record of successfully leading large-scale digital transformation projects.
- In-depth knowledge of digital technologies, including cloud computing, big data, AI, IoT, and automation.
- Strong understanding of aviation industry challenges and the role of digital technologies in addressing them
- Skills & Competencies:
- Excellent leadership and team management skills.
- Strong project management skills, with experience in agile methodologies.
- Deep understanding of digital strategy, data analytics, and innovation.
- Exceptional communication and stakeholder management skills.
- Ability to think strategically and execute tactically in a fast-paced, dynamic environment.
Personal Attributes:
- Visionary and forward-thinking, with a passion for technology and innovation.
- Strong problem-solving and analytical skills.
- Ability to influence and drive change across all levels of the organization.
- Collaborative, with a strong ability to work cross-functionally to achieve business objectives.
Why Join Air Niugini:
- Opportunity to lead digital transformation at one of Papua New Guinea’s leading airlines.
- Work in a dynamic and evolving industry that values innovation and forward-thinking solutions.
- Be a key driver of change, impacting the customer experience and operational efficiency across the organization.
Email your CV, copies of your certificates, references and current contact details to recruitment@airniugini.com.pg by Friday 28th February, 2025