Head of GBSS – Etihad Airways – Abu Dhabi – UAE
Etihad Airways invites applications for Head of GBSS in Abu Dhabi, UAE
Job Title:
Head of GBSS
Job Description:
Synopsis:
We are looking for an experienced and talented Emirati to manage Etihad’s Global Business Service Solutions, based in Al Ain. The Head of GBSS is responsible for leading and managing the operations in accordance with agreed SLAs to deliver on the Shared Services for finance, procurement, HR and other functions. The leader is also required to drive the commercial and financial performance of the business and will lead the evaluation and implementation of Shared Service opportunities, ensuring high utilization of the resources.
Accountabilities:
Commercial and Financial:
• Drive and identify Shared Service opportunities within Etihad Airways, and prospect for new external customers. Manage the sales pipeline to ensure accurate and adequate lead inflow to reach targeted commercial objectives
• Set the right operational, commercial and financial KPI’s for the business, measure and review performance on a regular basis with the finance leadership team and identify necessary changes to improve performance
• Manage the monthly financial performance and financial position of GBSS, track performance against target, identify variances to target as well as initiatives to improve performance, and report and discuss performance, variances and initiatives with GBSS Management
• Drive the GBSS financial planning process through setting of annual and long term budget targets, re-forecasting of the current estimate, cost management and identification of other necessary changes to achieve targets
• Lead business case development and financial appraisal of operational projects.
• Ensure GBSS contractual obligations are in accordance with governance and ensure all services provided are covered contractually
• Lead the professional development and functional knowledge of staff, become a mentor and enhance the skills of staff relevant to their positions within GBSS and the operational requirements
Operations:
• Manage the Operational department to ensure the smooth running of day-to-day activities, completion of client deliverables according to SLA, and that all client queries and escalated items are resolved.
• Ensure that staff performance is measured and monitored monthly and that the business requirement KPI’s of attendance, productivity and accuracy are being met.
• Drive process improvement through the implementation of best practice or automation, which results in an increase in the efficiency and effectiveness of the client process.
• Lead the team to ensure that process maps, procedures and other relevant departmental documentation are completed, reviewed and updated on a regular basis to ensure the smooth functioning of the client process.
• Identify and scope internal / external business opportunities that leads to the successful establishment of additional processes within GBSS.
• Lead and provide direction to the Operational department, ensure the professional development of staff, become a mentor and enhance the skills of staff relevant to their positions by facilitating the necessary training and coaching.
Education & Experience:
• Post graduate/Master’s degree in business or related areas
• At least 10 years of proven experience in managing and optimizing multi-functional operations across finance, HR, procurement, and related areas, with a strong focus on leadership, process improvement, and strategic oversight
• Demonstrated ability to drive business performance, manage budgets, and lead cross-functional teams.
• Strong analytical and strategic thinking skills, with a track record of successful process improvement and financial management.
• Excellent communication, leadership, and mentoring abilities.
• Previous experience in shared services is advantageous but not required.
About Etihad Airways:
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
