Senior Specialist, Cabin Services (Crew Performance & Engagement)

Summary

Drive performance, nurture potential, and be the anchor of support for our Scootees!

As a Crew Performance & Engagement (CPE) Specialist, you’ll play a pivotal role in shaping a high-performing, highly engaged team where crew feel heard, supported, and inspired to excel.

In this role, you will work with HR and your Team Leaders (TLs) on crew performance and discipline matters. You’ll ensure performance and disciplinary processes are applied fairly and consistently, coach TLs to strengthen their leadership capabilities, and manage crew grievances and conflicts with professionalism, empathy, and sound judgment. You'll also be at the heart of our crew culture—designing and executing engagement initiatives that build connection, morale, and trust.

This role is ideal for someone who thrives at the intersection of people, performance, and operations: someone who is confident handling sensitive cases, comfortable in a fast-paced environment, and passionate about creating a workplace where cabin crew feel recognised, supported, and empowered to build meaningful careers.

Job Description

Key Responsibilities

1) Crew Performance Management

• Manage performance matters for line crew as part of the Crew Performance (CP) team, partnering closely with Team Leaders (TLs).

• Ensure CP performance processes are implemented accurately and consistently across the line.

• Coach TLs to build their leadership capabilities in communication, decision-making, and crew management.

• Manage and resolve crew grievances raised through various feedback channels.

• Partner TLs to set, track, and achieve performance goals for their respective teams.

2) Crew Discipline & Conflict Management

• Manage the crew discipline process in a fair, consistent, and timely manner.

• Identify performance gaps and recommend appropriate interventions (training, coaching, counselling).

• Conduct primary investigations and support Disciplinary Inquiries with accurate documentation.

• Mediate and resolve conflicts among crew, ensuring follow-up actions are implemented and monitored.

• Track and follow up on complaints and lapses surfaced through Ops logs, email, and feedback channels.

3) Crew Engagement (Planning & Execution)

• Conceptualise, plan, and execute crew engagement initiatives to strengthen connection and morale.

• Organise key engagement touchpoints such as TL gatherings, bonding sessions, and monthly crew chat sessions.

• Coordinate foreign crew gatherings and ensure roster planning supports strong participation.

• Deliver virtual and outdoor engagement activities on a regular cadence.

• Support graduation briefings for new crew to build familiarity and trust within the Mega Team.

4) Crew Recognition & Career Guidance

• Manage the Best Scootee of the Quarter/Year programmes across relevant ranks, including points collation and tracking.

• Recognise crew achievements and compliments received across channels (e.g., SalesForce, emails) via platforms like ThanksBot.

• Encourage a culture of appreciation by engaging with crew posts on Super Scootees and ThanksBot.

• Provide guidance and advice to cabin crew on career advancement (e.g., re-designation, promotion).

• Proactively check in with crew on career progression and development opportunities.

5) Cabin Crew Recruitment Support

• Work closely with HR to recruit sufficient cabin crew to meet operational requirements.

• Ensure recruitment criteria are applied consistently and in line with regulatory requirements.

• Align hiring criteria to Cabin Services needs (e.g., grooming, height requirements) and support objective candidate assessment.

6) Crew Welfare & Critical Support

• Coordinate monthly birthday wishes for the Mega Team and ensure timely posting.

• Manage welfare entitlements (e.g., fruit baskets, flower wreaths, baby hampers) and ensure timely delivery.

• Provide support to crew during overseas sickness, including setting up coordination chat groups when needed.

• Provide support/meet crew for inflight incidents when required (e.g., Death on Board, abusive passengers).

• Ensure welfare cards and tokens are prepared and sent accurately and promptly.

7) CP Supervisor (CPE Sup) Duty (Rotation)

• Perform CP Sup duty once a month (1-week duty period, Monday to Sunday).

• Review daily Ops logs and highlight items requiring follow-up.

• Monitor SalesForce for passenger complaints and action accordingly.

• Check CRS for CIC/CL feedback forms and passenger compliments.

• Action emails from Customer Care related to compliments and complaints, ensuring timely follow-through.

8) Administrative & Reporting Support

• Process contract renewal and probation confirmation forms submitted by TLs accurately and on time.

• Check and track cabin crew MC submissions, ensuring accuracy within required timelines.

• Compile CP statistics and prepare monthly slides for reporting.

• Conduct exit interviews for resigning crew and tabulate resignee statistics for leadership/CEO reporting.

• Manage budgeting and costing proposals for crew engagement events.

• Prepare graduation briefing materials including slides and logbooks for new crew.

Key Requirements

Mandatory

• Diploma or Degree, preferably in HR, Business, Communications, Psychology, or a related discipline.

• Proven experience in employee relations, performance management, discipline/case management, or people operations.

• Strong communication and stakeholder management skills, with confidence engaging TLs and crew.

• Ability to handle sensitive matters with discretion, fairness, and sound judgment.

• Strong organisation skills with the ability to manage multiple cases, timelines, and administrative deliverables.

• Comfortable working in a fast-paced operational environment and responding promptly when support is needed.

Preferred

• Experience supporting frontline operations (aviation, hospitality, customer service, or similar).

• Familiarity with case documentation, investigations, and disciplinary processes.

• Experience planning and running engagement/recognition programmes and events.

• Proficiency with systems such as employee performance platforms and feedback/CRM tools (e.g., SalesForce, CRS or equivalent).

• Confidence in coaching leaders (e.g., TLs) and facilitating difficult conversations.