Business Solutions and Operations Officer - Skywards (3 Years Fixed Term Contract)

Job Description

Emirates Skywards, the award-winning loyalty programme of Emirates and flydubai, has marked more than 20 years of excellence, innovation and unmatched rewards. Over the past 2 decades, the loyalty programme has exponentially grown its membership base by offering value and rich, personalised experiences to its members around the world. The programme has extensively invested to diversify its brand partnerships, and utilise innovative digital technology, so that it can offer its members across the globe with more ways to earn and enjoy rewards, conveniently and via new touchpoints. In order to support its ambitious growth, we have embarked upon an journey to replace the in-house Loyalty platform to a new state- of- the -art vendor hosted platform. A time bound project that warrants an experienced team across various business roles in Skywards to partner with Internal IT, vendor and stakeholders to successfully launch this across an established, diverse and multi-faceted organization. The Business Solutions & Operations Officer will provide comprehensive systems and business support functions in Skywards (Emirates Loyalty Programme), to influence members to behave in ways that positively affects profit drivers for the airline. This includes roles related to partnership & product launches, life-cycle and tier management, commercial co-ordination and tactical promotions, ensure availability of the Loyalty functions at agreed performance levels to user community and administering the platform. Key Accountabilities: - Support launch, enhancements, and terminations to partners and/or products. Act as technical/system subject matter expert. Lead coordination with other internal teams and departments to scope and detail requirements, review solution designs and ensure services and systems setup is completed on time and per requirements. - Support partnership and product managers in techno-functional conversations, lead the systems integration and testing end to end business processes. For partnership launches, act as key point of contact for partner technical teams. Work within the Project Management Framework and manage the end-to-end techno-functional delivery of projects. Provide timely updates to all relevant internal and external stakeholders. - Support delivery of new product and/or partnership models: act as systems/channels subject matter experts provide inputs to business owner when scoping and designing products or partnerships models. Support business requirements documentation, and provide techno-functional input for negotiations and contracting. Support change management/process improvements to identify and excute improvement intiatives and lead business process documentation. - Ensure Loyalty function availability by providing subject matter expertise to user community. Actively monitor the availability and functioning of the loyalty features and manage stakeholders/ operations in case of service disruptions. Be the key point of contact for the platform user community and extended Skywards business teams for any system related issue resolution. - Coordinate with Emirates IT and external service providers for speedy resolution of system issues as per agreed service levels. Be an expert on all system functionalities to provide support and guidance to Skywards business and user community. Partner, product and commercial promotions. - Provide end to end support to campaign owners from campaign design to execution: set-ups, monitoring and issue resolutions.

Keyskills :