Manager, Service Standards & Training

February 17, 2025

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 28^th February, 2025