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Senior Manager Customer Solutions
Closing Date
2025/11/10
Reference Number
SAA251030-2
Job Title Senior Manager Customer Solutions
Division CEO Office
Business Unit Customer Solutions
Job Type Permanent
Location – Country South Africa
Location – Province Gauteng
Location – Town / City Kempton Park
Job Purpose
The Senior Manager Customer Solutions will lead a holistic and integrated Customer Solutions Division, driving strategic customer experience initiatives and operational efficiency across the Airline. The role will focus on developing, implementing and continuously enhancing customer service policies, frameworks and strategies that strengthen the Airline’s customer value proposition. A key focus will be embedding customer centricity throughout the value chain, ensuring that every interaction reflects service excellence to boost customer satisfaction, loyalty and retention. This will include improving service quality and overseeing the delivery of high-quality service across all touchpoints, including call centres, digital platforms, policies, engagement and customer service recovery.
Principal Accountabilities
Develop and implement a Customer Service strategy aligned with best practices and the Airline’s strategic goals
Establish optimal policies, procedures, frameworks and systems to set and achieve customer service standards across the Airline
Prepare and manage department budget
Contribute to the delivery of the SAA Group’s corporate plan by driving specific strategic initiatives focused on Customer Service Enhancement
Champion a Customer Service Culture by embedding service excellence principles across all levels of the Airline
Lead cross functional teams collaborating with various departments i.e. Marketing, Social Media, Guest Experience, Corporate Affairs, Inflight Services to ensure alignment and effective execution of customer service strategies
Drive innovation, research industry trends, technologies and best practices to identify opportunities for innovation and improvement in customer service
Monitor Key Performance Indicators (KPI’S), tracking and analyzing metrics such as Customer Satisfaction Score, Net Promoter Score (NPS), and First Contact Resolution Rate to measure service quality and identify areas of improvement
Analyze customer feedback, customer insights, customer retention trends, customer inquiry handling, and lead the implementation of changes to improve service delivery across the value chain
Lead the Service Recovery Framework ensuring timely and empathetic resolution of customer complaints, disruptions, or service failures
Develop Service level agreements (SLA’s) and establish clear expectations and response times for customer support and service requests
Utilize IT platforms like CRM for interaction history, analyze data, enable self-service portals, implement AI powered chatbots
Ensure PFMA compliance and establish internal controls to ensure transparency, accountability and compliance
Compile reports, presentations and submissions to the Board, EXCO and relevant stakeholders
Lead, manage, develop and coach a high performing to ensure competencies and performance measures are in place
Build a successor pipeline for critical roles in the Customer Solutions division
Qualifications & Experience
Bachelor’s Degree in Business Management, Marketing or Business Administration, Economics at NQF Level 7
Masters’ degree in Business Administration or MBA is a strong advantage
Certified Customer Experience Professional (CCXP) or Certified Customer Service Professional (CCSP)
10 – 12 year’s experience in a Customer Service role of which 8 years is at a senior management level
Strong track record in a successful customer service leadership role
Knowledge and Skills
In-depth knowledge of Customer Service
Strong negotiating skills
Data/BI-driven decision support
Business and commercial acumen
Analytical skills
Excellent communication skills (verbal and written)
Presentation skills
Leadership
Stakeholder management and relationship building
Problem solving
Project management
Financial modelling and scenario analysis
Judgement and decision making
Managing change
Attributes
Strategic mindset
Maintains confidentiality
Problem solver
Adaptable and agile
Ethical and acts with integrity
Reliable and dependable
Professional
Proactive
Results orientated
Resilient
Stakeholder influence
Team builder and coach
Strong customer orientation
Demonstrates strategic and visionary leadership
Additional Information
SAA is using an online recruitment tool. Applicants are required to complete an individual registration profile capturing essential personal and career selection criteria. Applicants must please note that they only need to complete the online registration once and thereafter they can update their online profiles as and when necessary.
PLEASE NOTE: The onus are on applicants to ensure all mandatory fields are completed. Incomplete online profiles will be disqualified from the application process. Online profiles are used for screening and shortlisting purposes. A CV is only for verification and record keeping purposes. Applicants need to ensure that their online profiles are completed with correct and current information. Incomplete sections can disqualify applicants from the screening and selection process.
This applies to all internal and external applicants.
Click here to apply
First Officer
Closing Date
Not specified
Reference Number
SAA231220-1
Job Title First Officer
Division Operations
Business Unit Flight Operations
Job Type Permanent
Location – Country South Africa
Location – Province Gauteng
Location – Town / City Kempton Park
Job Purpose
South African Airways (SAA) wants you to join the SAA family as a First Officer.
As a First Officer, you will be expected to take all measures required for the safety of the flight, whether on the ground, or inflight, and be expected to perform the duties of a pilot for South African Airways as either a Second-In-Command Pilot (P2) or Cruise Relief Pilot (P3).
Principal Accountabilities
Documentation Requirements:
Matric results transcript
Aviation training records
A summary of all the types of aircraft flown and the number of hours flown in each type
Certified copies of the following: Matric Certificate; South African Identity Document / Passport, Academic transcripts; Last 3 pages of Pilot logbook; Pilot Logbook Summary, Pilot License; Class 1 Medical Certificate
CV
Preference will be given to female pilot applicants in accordance with SAA’s Pilot Employment Equity Plan.
Candidates will be expected to undergo pre-employment assessments which includes checks i.e. criminal, credit, reference, authentication of qualifications etc., simulator / written and psychometric tests.
Qualifications & Experience
Matric Certificate / Grade 12 results / N3 or relevant tertiary qualifications (SAQA accredited)
Compulsory subjects: Mathematics or Statistics 101 and English (D symbol on higher grade or C symbol on standard grade) coupled with one of the following: Physical Science or Computer Science (D symbol on higher grade or C symbol on standard grade)
Valid South African Airline Transport Pilot’s License, or a Commercial Pilot License having completed all the ground subjects for the ATPL (previously known as a Frozen ATPL). A valid ATPL License must be obtained within 4 years from date of employment with SAA with a multi engine instrument rating
Valid Class 1 medical
A minimum of 1,500 flying hours which includes 200 hours on multi-engine aircraft
Be a South African citizen with a valid Passport
Knowledge and Skills
Must have expertise in the application of safety standards and safe operating practices
Detailed knowledge and understanding of national and international aviation regulations such as CAA, ICAO, IATA, FAA, and EASA
Demonstrate a firm understanding of international travel, international customs and practices etc.
Knowledge of all legal regulations for the piloting/aviation profession in the South African and international regulatory environment
Business communication skills (verbal and written)
Attributes
Emotional intelligence
Ability to inspire commitment
Able to deal with complex operational issues inherent in a fast moving environment
Ability to work under pressure (organisational resilience with change management focus)
Ability to pay attention to detail (meticulous)
Ability to collaborate proactively and maintain working relationships across professional and operational boundaries
Results driven
Ability to develop self and others
Judgement and decision making ability
Additional Information
SAA will make use of an internal employee referral programme for all permanent vacancies advertised externally on the E-recruitment site. The normal advert and application process will still apply alongside the programme. Terms and conditions as published on MySAA apply.
SAA is using an online recruitment tool. Applicants are required to complete an individual registration profile capturing essential personal and career selection criteria. Applicants must please note that they only need to complete the online registration once and thereafter they can update their online profiles as and when necessary.
PLEASE NOTE: The onus are on applicants to ensure all mandatory fields are completed. Incomplete online profiles will be disqualified from the application process. Online profiles are used for screening and shortlisting purposes. A CV is only for verification and record keeping purposes. Applicants need to ensure that their online profiles are completed with correct and current information. Incomplete sections can disqualify applicants from the screening and selection process.
This applies to all internal and external applicants.
SYSTEM SUPPORT: CebileNkosi@flysaa.com
Click here to apply
We wish you all the best with your applications
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