Business Manager - Guest Recovery Programme

12 Months Contract To support 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.AccountabilitiesElicit, analyse and document business requirements from Operations stakeholders, ensuring they are clear, complete and aligned to the disruption management programme objectives.Map current-state and future-state operational processes, identifying gaps, pain points, dependencies and opportunities to improve disruption response, coordination and decision-making.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.Assist with testing, user acceptance, change readiness and implementation activities, ensuring solutions meet agreed requirements and operational needs.Maintain programme documentation including requirements logs, process maps, risks, issues, assumptions, decisions and action trackers.Promote continuous improvement by identifying lessons learned, measuring benefits and recommending enhancements to disruption management processes and tools.SkillsStrong 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.Structured, detail-oriented and able to manage multiple priorities in a fast-paced environment. Education & ExperienceBachelor’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.Business analysis certification such as CBAP, CCBA, PMI-PBA, Agile BA or equivalent is advantageous.