Jananey Jayaratnarajah

Experience

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  British Airways

  Dec 2003 - Mar 2005

  Customer Service Executive
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  Nationwide Building Society

  Mar 2005 - Nov 2005

  Customer Advisor - Retail Banking
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  Taj Hotels

  Oct 2006 - Oct 2007

  Assistant Sales Manager
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  AmSafe Aviation

  Oct 2007 - Mar 2011

  Commercial Executive
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  Serco

  Apr 2011 - Mar 2013

  Assistant Station Manager

  Accomplishments  2012 - Secured the “Excellence Award” from RTA for ‘The Station of the Month’ in September.JD  Led a team of Station Masters/ Agents to deliver a safe, reliable, world class & customer focused service in the Dubai Metro. Responsible for performing investigations on customer satisfaction survey outcomes, station audits, safety incidents/ accidents & rectifications.  Managed the recruitment process within the operations department & aiding the training dept. Handled the Emiratization Program for the station operations department, involving selection, induction & placement. Led a team of Station Masters/ Agents to deliver a safe, reliable, world-class & customer-focused service in the Dubai Metro. Administered the delivery of Competency Management System (CMS) assessments. Performed controlled/ uncontrolled/ emergency station evacuations & effectuated comprehensive check of station equipment, facilities to ensure flawlessness of goods. Represented the dept. in Performance/ Planning meetings & undertaking KPI enhancements. Was responsible in drafting and issuing internal communications to staff in an efficient and timely manner in the form of Notices & Briefings. Show less

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  Emirates

  Mar 2013 - Aug 2020

  Airport Services - Support Controller

  Accomplishments  Initiated/ codeveloped the first ever unaccompanied minors’ product & service training for staff, ensuing to significant service quality improvement and operational error mitigation. Managed the end to end process of Dubai Stop Over & Emirates Arrivals Product merging, enclosing rebranding, refurbishment of Terminal 3 Arrival area. Designed/ exerted an operational daily check-list for the unaccompanied minors lounge, facilitating timely reporting & follow up on lounge maintenance. Enhanced Manager-subordinate rapport remarkably by mitigating conflicts/ grievances via interpolating a 360 degree feedback survey & tabling remedies for the unaccompanied minors department.  Played a vital role in migrating FlyDubai Operations to Dubai International Airport via proper coordination, end to end implementation & facilitating the ORAT Trial.  Streamlined performance management SOP for the services dept. & enhanced efficiency notably. JD Analyzed operational workflow to define practical & seamless SOP that complement ISO requirements promoting efficiency & productivity.  Actively worked on streamlining & executing procedures/ processes in line with business objectives.  Effectively managed Service Level Agreements with handling agents, service providers & monitor performance against agreed standards. Represented the Department/ Line Manager in internal/ external stake holder meetings working groups & projects. Was extensively engaged with Resource Planning in managing manpower efficiently & cost-effectively whilst ensuring key KPIs are met. Handled all staff management cases and initiated disciplinary action to manage staff performance & capabilities as appropriate. Represented the Business in managing the recruitment for Emirates Airport Services from shortlisting, assessments & upto final interview.. Show less