Manager Talent Assessment & Development - Customer Experience

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.