Quality & Innovation Manager

Department: Process Excellence
Location: Dubai
Reporting To: Director - Process Excellence
Company Overview:
Jetex is a luxury travel brand responsible for revolutionizing executive jet travel, launched in 2005, with new FBOs and ground support locations in over 50 destinations globally. A global leader in executive aviation, Jetex is recognized for delivering flexible, best-in-class trip support solutions to customers worldwide. Jetex provides exceptional FBOs, aircraft fueling, ground handling and global trip planning. The company caters to an elite clientele including owners and operators of business jets for corporate, commercial and personal air travel. From the terminal to the flight, to concierge for the destination, anything private jet travel requires, anywhere in the world, we can provide. We complete the journey.

Department Overview 

The Process Excellence department manages the Quality, Safety (Aviation), Occupational Health & Safety and Environment (QSHSE) functions in the organization and is focused on developing the global standards for Jetex operations, in compliance with international standards, airport authority/ external stakeholder requirements and other applicable regional and local compliance requirements. Further, the Process Excellence team works with each business unit/ country of operations to integrate such standards/ best practices, and develop, implement, and continually improve policies and procedures. 

Job Purpose:

The Manager -Process Excellence plays a key role in the implementation of the Quality, Safety (Aviation), Occupational Health & Safety and Environment (QSHSE) strategy of the organization. The role is responsible for managing and implementing the projects assigned in alignment with the QSHSE strategy, ensuring that the applicable regulations, standards/ requirements, and best practices are effectively integrated.  The role assists with managing and where applicable, expanding the scope of the certifications for the organization, such as ISO IMS, ISBAH, Global Star and any other certifications.

Key Responsibilities: 


Keep abreast with the changes in the international standards (Such as IATA, ICAO, ISBAH, ISO IMS) and regulations under which the respective business units operate. Integrate such requirements into the operational procedures and documentation, in liaison with the respective internal stakeholders.

  • For locations under the scope of the ISO IMS, coordinate with the Legal team in the respective country of operations to establish the Legal & Compliance Register.
  • Ensure standard operating procedures remains current - along with the associated Risk assessments updated.
  • Maintain compliance to the training requirements from the civil aviation authority/ Airports.
  • Maintain compliance to the OEM recommended GSE maintenance schedule/ requirements.

Projects & Process Development:

For each FBO assigned, work in collaboration with the respective process owner/ internal stakeholders to:

  • Establish a project plan, incorporating the scope and detailed Work Breakdown Structure (WBS). The project plan must be reviewed and approved by the process owner, and effectively tracked throughout the project until closure.
  • Work along with the nominated internal (FBO) stakeholders across different functions to complete the documentation and sign off of the Safety Management Manual, FBO Manual, GSE Manual & SOPs, Emergency Response Plan (ERP) Manual, in compliance with the applicable international standards and national/ local/ airport/ other stakeholder requirements. Each such process must have an identified methodology to incorporate Client requirements and feedback.
  • Define process level Key Performance Indicators (KPIs) along with the respective Process Owner, ensuring that the KPIs are SMART (Specific, Measurable, Achievable, Realistic and Time bound) and have an associated calculation methodology.
  • Setup the digital worksheets (Smartsheet) as required for the business unit and ensure implementation of the processes in liaison with the Quality & Safety representatives/ Process Owner.
  • Establish the training requirements and internal audit checklists with respect to the processes.

Certification & Audits:

  • Create an annual (operational) audit plan and budget for Jetex FBO DWC, incorporating internal audits, supplier audits and surveillance audits from certification bodies.
  •  Ensure that audit checklists (where applicable) are available, reviewed and updated.
  • Ensure audits are completed as planned and that the recommended corrective/ preventive actions are addressed in a timely manner, ensuring audit closure along with stakeholders (as required).
  • Ensure supplier evaluations (remote-audits) are completed as planned for FBO DWC.
  • Maintain record of all the expenses made, ensuring that a budget vs actual is available at all times.


  • Create an annual calendar and budget for training of operational staff at FBO DWC, based on the recurrent training requirements and the training needs analysis conducted along with line managers.
  • Ensure that any 3rd parties being evaluated to conduct training comply with the established requirements/ standards and where possible, are compared with 3 quotes.
  • Evaluate the course details and review with the respective process owner.
  • Scheduling the training and coordination with the training provider as required.
  • Maintain certificate, attendance, assessment and other training records and available at all times.
  • Maintain record of all the expenses made, ensuring that a budget vs actual is available at all times.
  • Create an annual budget for the GSE maintenance (Scheduled/ preventive, breakdown and repairs) for FBO DWC.
  • Review & Finalization of the annual GSE maintenance proposals along with the Ramp Manager.
  • Facilitate the service inspection and recommend repairs for the reported GSE Breakdowns.
  • Supporting the Ramp Manager, in the purchase of spare parts, modifications/ upgrades or other requirements for the GSE.
  • Follow up and ensure timely deliveries for spare parts shipment, ensuring GSE serviceability.
  • Maintain record of all the expenses made, ensuring that a budget vs actual is available at all times.

Compliance-related duties:

  • Adhere to the documented procedures of the organization or department and retain documented evidence related to the performance of their role.
  • The employee is expected to exercise their duty of care, and must be aware of their health and safety responsibilities, accountability and authority; and shall comply with the policies and procedures outlined by the organization.


  • Bachelor's degree, such as in Business Administration, Aviation or a relevant field.

  • 5+ years of experience in aviation, in a quality and safety role.

  • Knowledge of aviation industry standards and regulations (IATA AHM & IGOM)
  • Experience with managing ISO certifications such as ISO 9001, 14001, 45001 or Integrated Management Systems
  • Experience with quality, safety, health, and audit certifications
  • Knowledge of internal and external auditing procedures
  • Experience with training programs and procedures.