Head Cargo Enablement Etihad Airways

The SM acts as the primary bridge between Cargo Strategy, Operations, and Technology. This role is responsible for establishing and leading the divisional transformation portfolio to drive performance, operational efficiency, and a seamless experience. By embedding "digital thinking" and intelligent automation into the core of Cargo, the role eliminates the gap between high-level strategy and ground-level execution.

Accountabilities

• Identify and re-engineer inefficient cargo-facing and internal operational processes using digital tools and lean principles.
• Support the Chief of Cargo in executing the 2030 Strategy and other mandates required to deliver on the transformation portfolio.
• Own the end-to-end implementation of IA and identify new models to foster opportunities for business optimization and increased scalability across cargo touchpoints.
• Develop a roadmap for continuous digital improvement across vendor-operated services and cargo operations, ensuring delivery of value from all digital initiatives.
• Champion agile and design-thinking practices within the Cargo Delivery team to define and test use cases for digital improvements in customer journey flows.
• Collaborate with stakeholders to digitalize KPI tracking, quality monitoring, and issue resolution workflows.
• Establish and lead overall divisional programs related to Customer, Engagement, Cost, and Operational Efficiency across the Cargo Division.
• Design a program performance framework that enables proper measurement of the overall portfolio performance, aligned with the Ops leadership team.
• Monitor programs within the transformation portfolios through their lifecycle and consolidate a portfolio-level view on the realization of benefits and KPIs against their targets.
• Maintain overall responsibility for tracking transformation initiatives.
• Support the execution of the 2030 strategy or any other strategy required to deliver on the transformation mandate.