Job Description

Job Purpose
Build and maintain strong stakeholder relationships by aligning engagement strategies with business objectives.
Enhance customer experience through effective communication, issue resolution, and proactive support to drive loyalty.
Act as a strategic link between stakeholder expectations and internal operations, fostering collaboration and continuous improvement.
Key Accountabilities
Stakeholder Engagement & Analysis: Conduct stakeholder analysis, identify priorities, and develop tailored engagement plans benchmarked against industry practices.
Conflict Resolution & Collaboration: Partner with cross-functional teams to resolve concerns constructively and achieve mutually beneficial outcomes.
Invoice Management & Compliance: Monitor invoice processing, validate billing accuracy, ensure contractual alignment, and resolve discrepancies.
Documentation & Compliance: Maintain records of compensation and invoices; support audits, reviews, and adherence to policies/regulations.
Communication & Issue Resolution: Liaise with stakeholders to clarify concerns and ensure smooth resolution of service and financial issues.
Process Optimization: Identify workflow improvements, contribute to SOP development, and enhance operational efficiency.
Additional Responsibilities: Undertake standalone projects or regular tasks as agreed with reporting officer and HR.
Skills Required
Strategic foresight and business acumen
Analytical mindset with attention to detail
Strong interpersonal, people, and team management skills
Innovative, creative, and customer-centric approach
Proven stakeholder management expertise
Key Performance Indicators
Compliance & Process Improvement: Adherence to policies, contracts, and regulations; active contribution to SOP enhancements; structured resolution of stakeholder concerns.
Invoice & Contractual Management: Timely validation and forwarding of invoices; accuracy in tracking and reconciliation; proactive resolution of discrepancies.
Key Interfaces
Internal: CX teams, grievance handling, finance, and airport operations for effective decision-making and smooth payouts.
External: Consultants and stakeholders to ensure efficient business processes.
Education & Experience Requirements
Minimum Education: CA / CMA / MBA or Master's degree from Tier 1 institution. Experience with major accounting/audit firms is an advantage.
Experience:
Professional qualification: Minimum 3+ years, Desired 5 years.
Master's degree: Minimum 5+ years, Desired 7 years.

Skills Required