Business Manager - Aviation

The Business Manager will be supporting the Operations Division in the successful delivery of the Guest disruption Recovery programme by analyzing business processes, operational data and stakeholder requirements; translating business needs into clear requirements, process designs, acceptance criteria and implementation documentation that support improved guest recovery outcomes during irregular operations.

Duties:

• Identify gaps, pain points, dependencies and opportunities to improve disruption response, coordination, decision-making and guest recovery execution.
• Support the development of business cases, options analysis, benefits tracking and impact assessments for proposed disruption management solutions.
• Translate business requirements into functional specifications, user stories, process designs and acceptance criteria for technology and operational delivery teams.
• Analyse operational performance data, disruption scenarios, root causes and trends to provide actionable insights and support data-driven decision-making.
• Coordinate with cross-functional teams including Network Operations, Flight Ops, Crew, Guest Experience, DTI and other relevant business areas to ensure integrated end-to-end solutions.
• Support workshops, interviews and working sessions, preparing materials, capturing outputs and converting decisions into structured actions and documentation.

Skills

• Strong business analysis, requirements gathering and process mapping skills.
• Ability to document end-to-end operational workflows and translate complex processes into clear business and functional requirements.
• Excellent stakeholder management, facilitation and communication skills, with the ability to work across operational and technical teams.
• Good understanding of airline or complex operational environments, with exposure to disruption, irregular operations or operational control preferred.
• Experience using tools such as Microsoft Excel, PowerPoint, Visio, Power BI, JIRA, Confluence or equivalent documentation and reporting platforms.
• Bachelor’s degree in Business Administration, Information Systems, Engineering, Aviation Management or a related discipline.
• Minimum 4-5 years’ experience in a Business Manager, Operations Manager, Process Manager or transformation role.
• Experience supporting operational transformation, technology-enabled change or programme delivery within aviation, transport, logistics or another time-critical operational environment is preferred.
• Proven experience documenting business requirements, process flows, functional specifications, user stories and test scenarios.
• Experience working with cross-functional stakeholders and supporting workshops, governance forums and implementation activities.
• Experience with disruption management, guest recovery, customer communications, service recovery, welfare handling or passenger servicing processes is advantageous