To support the Operations Division in the successful delivery of the Guest disruption Recovery programme by analyzing business processes, operational data and stakeholder requirements; translating business needs into clear requirements, process designs, acceptance criteria and implementation documentation that support improved guest recovery outcomes during irregular operations. 


 Accountabilities

  • Elicit, analyse and document business requirements from Operations stakeholders, ensuring they are clear, complete and aligned to the disruption management programme objectives.

  • Map current-state and future-state operational processes, identifying gaps, pain points, dependencies and opportunities to improve disruption response, coordination and decision-making.

  • Identify gaps, pain points, dependencies and opportunities to improve disruption response, coordination, decision-making and guest recovery execution.

  • Support the development of business cases, options analysis, benefits tracking and impact assessments for proposed disruption management solutions.

  • Translate business requirements into functional specifications, user stories, process designs and acceptance criteria for technology and operational delivery teams.

  • Analyse operational performance data, disruption scenarios, root causes and trends to provide actionable insights and support data-driven decision-making.

  • Coordinate with cross-functional teams including Network Operations, Flight Ops, Crew, Guest Experience, DTI and other relevant business areas to ensure integrated end-to-end solutions.

  • Support workshops, interviews and working sessions, preparing materials, capturing outputs and converting decisions into structured actions and documentation.

  • Assist with testing, user acceptance, change readiness and implementation activities, ensuring solutions meet agreed requirements and operational needs.

  • Maintain programme documentation including requirements logs, process maps, risks, issues, assumptions, decisions and action trackers.

  • Promote continuous improvement by identifying lessons learned, measuring benefits and recommending enhancements to disruption management processes and tools.

Skills

  • Strong business analysis, requirements gathering and process mapping skills.

  • Ability to document end-to-end operational workflows and translate complex processes into clear business and functional requirements. 

  • Excellent stakeholder management, facilitation and communication skills, with the ability to work across operational and technical teams.

  • Good understanding of airline or complex operational environments, with exposure to disruption, irregular operations or operational control preferred.

  • Experience using tools such as Microsoft Excel, PowerPoint, Visio, Power BI, JIRA, Confluence or equivalent documentation and reporting platforms.

  • Structured, detail-oriented and able to manage multiple priorities in a fast-paced environment.

Education & Experience

  • Bachelor’s degree in Business Administration, Information Systems, Engineering, Aviation Management or a related discipline.

  • Minimum 4-5 years’ experience in a Business Manager, Operations Manager, Process Manager or transformation role.

  • Experience supporting operational transformation, technology-enabled change or programme delivery within aviation, transport, logistics or another time-critical operational environment is preferred.

  • Proven experience documenting business requirements, process flows, functional specifications, user stories and test scenarios.

  • Experience working with cross-functional stakeholders and supporting workshops, governance forums and implementation activities.

  • Experience with disruption management, guest recovery, customer communications, service recovery, welfare handling or passenger servicing processes is advantageous. 

  • Business analysis certification such as CBAP, CCBA, PMI-PBA, Agile BA or equivalent is advantageous.