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Overview

Qatar Airways is looking for a dynamic and forward-thinking Manager of Talent Assessment & Development to join the Cabin Services team in Doha, Qatar. This role focuses on spearheading talent evaluation, performance management, and employee growth strategies to build a high-performing Cabin Services and Customer Experience workforce.

Key Responsibilities

Design and implement a holistic performance management framework tailored to Cabin Services, ensuring alignment with organizational objectives and customer service excellence.
Create competency models detailing technical, behavioral, and leadership expectations consistent with company values for various Cabin Services roles.
Develop diverse assessment tools including behavioral interviews, simulations, assessment centers, calibration protocols, practical tests, and psychometric evaluations.
Establish structured development pathways facilitating capability advancement for employees from entry-level to senior cabin crew and leadership roles.
Develop leadership enhancement programs, assessment benchmarks for promotions, and leadership selection processes within Cabin Services.
Define measurable performance metrics, behavioral competencies, and success profiles applicable to cabin crew and managers at all career stages.
Implement governance ensuring objective, equitable, and consistent performance reviews globally.
Analyze performance data to identify opportunities for targeted individual and team improvements.
Generate executive dashboards and insights to aid strategic workforce planning.
Maintain assessment processes that are valid, reliable, inclusive, and reflect global best practices.
Regularly review competency frameworks to align with evolving service standards and future operational needs.
Implement quality control to maintain consistency across all talent assessments.
Identify high-potential personnel and design succession planning and talent acceleration initiatives.
Collaborate with Learning & Development to convert competency gaps into tailored learning solutions.
Introduce coaching, mentoring, and career growth initiatives to boost employee engagement and retention, measuring their impact through business outcomes.
Support managers with effective performance discussions, coaching, and developmental planning.
Promote a culture emphasizing continuous feedback, accountability, and professional development.
Benchmark and incorporate industry-leading practices from aviation, hospitality, and talent management sectors.
Lead modernization efforts through technology, data analytics, and innovation to enhance performance and development processes.
Drive ongoing process improvements using employee feedback, operational insights, and performance metrics.
Collaborate across departments including Operations, Training, Recruitment, and HR to align talent strategies.
Advise senior leadership with expertise on performance management, assessment design, and talent development.
Perform additional duties as assigned by departmental leadership.

Qualifications

Bachelor’s degree or equivalent qualification.
At least 8 years of relevant experience encompassing talent management, assessment, leadership development, organizational development, learning & development, or HR.
Comprehensive understanding of talent management including acquisition, development, succession planning, and retention.
Proven track record in creating competency models, assessments, and performance management systems.
Strong analytical skills with the ability to synthesize talent data into actionable insights.
Proficient with talent management platforms, analytics tools, and reporting systems.
Excellent verbal and written communication skills in English, with presentation experience.
Preferred credentials include certifications in Project Management, Change Management, Talent Management, or related areas.
Experience in system implementations and transformation projects.
Familiarity with programming languages and advanced analytics techniques is advantageous.
Background in aviation, hospitality, customer service, or large-scale service organizations is desirable.

Skills & Competencies

Strategic and business-oriented mindset.
Effective stakeholder engagement and influence capabilities.
Advanced problem-solving and data-driven decision-making skills.
Expertise in data visualization and reporting software such as Power BI.
Proficiency with Microsoft 365 suite including SharePoint, Power Automate, Power Apps, and Excel.
Ability to lead change and drive transformational initiatives.
Strong ethical standards emphasizing confidentiality and integrity.
Passionate about nurturing talent and building high-performing teams.

About Qatar Airways Group

Starting from four aircraft, Qatar Airways has expanded to deliver excellence across 12 diversified businesses. The organization is known for rapid growth, record-breaking achievements, and pioneering innovation. The company fosters a culture where ambition faces no limits, offering a global community and immense opportunities for personal and professional growth.

Manager Talent Assessment & Development - Customer Experience