Kenya Airways, the leading African airline flying to more African destinations than any other carrier, takes pride in being at the forefront of connecting Africa to the world and the World to Africa through its hub Nairobi Jomo Kenyatta International Airport.
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Purpose
Reporting to Commercial Manager Retail & Emerging Accounts, the ideal candidate will be tasked with promoting and selling KQ products and value add services (ancillary) at both B2C & B2B level, provide personalized travel related services to internal and external customers and demonstrate ownership and execution of Sales process.
Responsibilities
Ticketing
This is an airline sales and ticketing role
- Display available flights; Check on best connections if more than one flight is involved, determine fare costs to maximize on revenue while helping passengers to save.
- Help customers find the right itinerary that fit their needs; apply upgrades on additional costs to generate more revenue.
- Provide with details and accurate fare quotes to all KQ clients to provide the best applicable fare and generate revenue.
- Handling special services vide SSR’s , cancel or change reservations when requested by clients, reissue, revalidate tickets and collect applicable fees thus generate income.
- Action queues appropriately and inform passengers on flight changes, confirmations, ticketing time limits, handle special requests like seats preference, meals, baggage requirements waitlists and confirmations, to ensure customers’ requests are met and reduce GDS costs.
- Highlight to customers the legal requirements covering their journey such as passports, visa, and health requirements, check in place, departure time and baggage allowance to avoid inconveniencing the passengers and ensure seamless service.
- Action EMD’s, selling excess baggage, handling cool fliers (student fares) to increase sales and passenger loyalty.
- Correct CRS usage and queue management to reduce cost and increase revenue generation.
Customer Service
- Actively build relationships with clients by offering good customer service to retain and recruit new customers.
- Support travel agents by efficiently assisting them with their general enquiries to improve relationship with the travel market and increase agent’s loyalty.
- Providing online assistance for reservation, check in, payment to maximize sales and ensure customer satisfaction.
- Actively involved in suggesting new ideas and providing recommendations on the improvement of services provided, this increases revenue and ensures KQ success as market leading airline.
- Handle customers complaints (denied boarding, baggage etc to ensure customer satisfaction and retention
- Facilitate and coordinate tracing of lost, delayed, or misdirected baggage for customers and ensure safe delivery of the said baggage to win passengers confidence.
- Handling GSA services –Ticket issue to increasing KQ network through joint ventures.
- Handle flight schedule disruptions to ensure passengers have a seamless service throughout their journey and Carryout service recovery.
- Handle general inquiries for both internal and external customers and develop and maintain customer database to enhance customer loyalty and market intelligence.
Documentation
- Reconciling of sales returns to account for personal daily sales (DSR)
- Processing of direct refunds and BSP refunds ensuring passengers are advised accordingly on the amount refundable for reimbursement on unutilized tickets.
- Issuance of EMD’s (electronic miscellaneous documents) invoicing to ensure timely and accurate payment of issued ticket to both direct and indirect corporate.
Sales
- Generate auxiliary revenue through sale of Travel insurance, KQ holiday packages and any other ancillary products that are available.
- Sell KQ products through telephone, e-mails to maximize on sales and enhance accessibility, airport and city ticket offices
- Handle group requests and respond within agreed SLA’s, follow through from inquiry to ticketing /sale closure
Skills
Qualifications
- Must have Airline fare and ticketing training.
- Must have ticketing experience with a bias to Amadeus
- Groups handling experience
- IATA BSP experience will be an added advantage
- Over 2 years’ experience in a sales and ticketing role will be an added advantage.
- Sound knowledge of domestic & international travel requirements/trend/availability.
- Exemplary sales skill and customer-oriented approach.
- Good knowledge of computer reservation systems (CRS).
- Ability to interact, communicate & negotiate effectively.
- Fluency in English/multi-lingual.
- Initiative and pro activeness.
- Solution oriented.
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Purpose
- This role is responsible for End-to-End Finance Business Partnering Support of the Operations Division business unit comprising of below departments.
- Flight Operations (Chief Pilot, Flight Operations Training, Inflight Services & Catering, Operations Control Centre),
- Ground Services (NBO Hub, Domestic & International Stations).
- This includes Reporting (weekly / monthly), Forecasting (weekly / monthly), Planning (Quarterly / Annual / Long-range Plan), Decision Support and Performance Management.
- The requirements for this role include but not limited to strong business partnering skills, coupled with strategic business analysis and sound business acumen.
- This role is responsible for the creation and maintenance of key financial and non-financial metric schedules, ensuring data integrity and consistency, through the use of financial reporting tools such as TM1, Oracle, Fuel Plus, KEOPS and any other system used in KQ for extraction of data.
- This individual is expected to interact with a broad group of individuals across the Airline, including Chiefs, Directors, Heads of departments, Managers, among others.
- This role is currently based in JKIA Cargo Office/ Msafiri House and reports to Senior Business Performance Manager Operations but with a strong dotted line into the Director of Operations.
Responsibilities
Strategy Implementation
- Support annual Budget and Long-Term Planning processes (including Capital Budgets) by challenging operational managers regarding budget submissions and ensure rigor in models generated and used by the Business.
- Preparation of quarterly and bi-annual reforecasts.
- Production of Business Plan documentation for the Operations Department for Quarterly / Semi-annual / Annual Review Meetings with the Executive Team.
- Supporting analysis and preparation for recurring strategic reviews; enabling Operational / Finance leaders to stay connected to the highest priority strategic initiatives across the business and influence direction.
- Accountable for monthly forecast update to Operations and Finance Leads.
Financial
- Challenge processes to ensure all costs are justified and are in line with the approved budget. This is done in liaison with the respective cost centre manager.
- Support Operations in reviewing of Business Cases/Justifications and contracts to ensure that KQ gets a return from its investments.
Customer
- Hold Monthly Business Reviews with internal customers such as managers, heads director to track and monitors revenues and costs.
- Hold engagements with external customers like suppliers to build relationships that facilitate management of costs and revenues. This is done in conjunction with sectional heads and managers.
Operational Excellence
- Maintain timely and accurate reports (both standardized and ad hoc) in support of the monthly internal and external deliverables (operational and financial).
- Preparing financial analysis to monitor and facilitate the understanding of key operating and financial trends with respect to revenue, expenses, and headcount trending in operations.
People and Culture
Enterprise Risk Management
Skills
- Team working
- Results focus
- Analytical and numerical
- Strategic Influencing / thinking
- High Integrity and honesty
- Building a results-oriented team
- Decisive and assertive
Qualifications
- Business Degree e.g. Accounting or Finance with strong financial background
- Full Accountancy Qualification (CPA K (Finalist) or CFA or CMA or ACCA)
- Postgraduate Degree Desirable - MBA
- Knowledge in Software: MS Excel, ERP, TM1, Fuel plus, KEOPS, AIMS, Altea, SITA
- 5 years Airline experience
- 3 of which must have been in operations at supervisory Level.
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Purpose
- The role of a Finance Analyst - Operations is the creation and maintenance of key financial and non-financial metric schedules, ensuring data integrity and consistency, using financial reporting tools and systems used in KQ for extraction of data.
- The Finance Analyst supports the following sections within the Operations department: Chief Pilot, Inflight, Flight Ops training, OCC, and Ground services Hub, Domestic & International stations with a huge annual budget of over USD 800 million.
Responsibilities
Strategy Implementation
- Support in compiling Operations department Budget and monthly rolling forecasts to set targets for Management in performance evaluation and control.
Financial
- Assist in the preparation of monthly and periodic management analysis as well as financial/statistical information to measure business performance to guide in making informed decisions.
- Assist in the provision of monthly detailed costs/variance analysis to give clear insights on the cost drivers.
- Support the BPM manager in reviewing of justifications / contracts/RFPs against approved budgets.
- Compile and analyse data over time to forecast revenue and costs trends.
Customer and product
- Assist in the preparation of the Monthly Business Reviews (MBR) with internal customers such as managers, heads director to track and monitor revenues and costs.
- Assist in preparation of financials to hold engagements with external customers like suppliers to build relationships that facilitate management of costs and revenues.
Operational Excellence
- Assist in maintaining timely and accurate reports (both standardized and ad hoc) in support of the monthly internal and external deliverables (operational and financial)
- Support in preparing financial analysis to monitor and facilitate the understanding of key operating and financial trends with respect to revenue, expenses, and headcount trending in operations
People and Culture
- Undertake initial Airport Security Training program as well as annual refresher courses to ensure compliance with KQ policies.
- Continuously attend available training opportunities.
Enterprise Risk Management
- Support BPM to monitor closure of audit (Internal and External) issues within agreed timelines.
Skills
- Must have great communication skills
- Negotiation skills
- Analytical skills
- Critical and proactive thinking
- Team working
- Results oriented
- High Integrity and honesty
- Problem Solving Skills
- Work under minimum supervision
Qualifications
- Business Degree e.g. (B. Com).
- Full Accountancy Qualification (CPA(K) or CMA or FA or ACCA).
- Knowledge in Software: MS Excel, ERP, TM1, Fuel Plus, AIMS, Altea, SITA, KEOPS.
- At least 2 years relevant experience.
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Purpose
- The candidate will supervise multiple maintenance teams by planning, coordinating and monitoring competent maintenance activities in order to ensure quality, safe, cost effective, on-time completion of tasks and minimize turnaround time in line with aviation safety standards.
Responsibilities
- Plans and assigns resources to meet the requirement of the business needs of KQ and third party airlines.
- Identify requisition of required equipment, tools and parts to maintain workshop turnaround time.
- Draw training matrix for staff under him and plan leave for the staff under him.
- Provide guidance, motivate and develop workshop staffs to achieve enhanced efficiency.
- Reviews tasks and project materials tools and equipment required for efficient flow of maintenance and repair activities.
- Regularly audit personnel and company tooling and reference data for availability of current condition.
- Periodically review and evaluate workshop work processes/ activities to ensure approved scope is maintained and for additional maintenance capabilities.
- Resolve deviations from planned work schedule.
- Prepare and keep updated workshops work instructions, worksheets and sectional internal manuals to regulate and control repair and maintenance of engines and major components.
- Check and reconcile completed work packages highlighting to the manager of concessions if any.
- Communicate with internal/external customers on progress status of specific fleet/check/components, required parts, serviceability and limitation of aircrafts.
- Make decision on optimum material and resource usage, task allocation, quality and maintenance deviations (time element) in line with regulatory requirements.
- Conduct quality and safety checks and audits in order to ensure maintenance quality and safety standards in accordance with regulatory requirements. Provide audit reports.
- Close the gaps identified from quality and safety audits.
- Has demonstrated understanding of sectional budget allocations and budget management.
- Has handled and successfully managed projects within their work area.
- Carries out appraisals and competence assessment, including performance follow up.
- Has coached his direct reports in performance improvement.
- Has proven ability to perform and lead consistently in high pressure and constrained maintenance environments delivering on time and to agreed standards.
- Experience in Weekly/Monthly planning of resources (manpower, materials and tooling).
Skills
- Analytical Thinking
- Communication and collaboration
- Customer Service
- Team leadership
Qualifications
- Holds an Engineering or Applied science Diploma or University Degree from a recognized institution.
- Hold at least 3 component approvals (EASA or KCAA) from workshop clusters. License is added advantage.
- Computer Literacy.
- 10 years component maintenance experience on KQ fleet (of which 5 years have been as a certifying staff).
- Detailed knowledge and extensive use of appropriate IT systems e.g. OASES and documentation e.g. AIPC, AMM, CMM, SRM, wiring diagrams Specialist Knowledge of Aviation Legislation/ Regulations.
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Purpose
- The Safety and Quality Officer is responsible for ensuring the highest standards of quality and safety across all aspects of Fahari Aviation's operations, including flight operations, training and distributor/reseller activities. This role will drive a culture of continuous improvement and risk mitigation, ensuring compliance with all relevant regulatory requirements. The primary objective is to safeguard the organization's reputation, protect personnel, and maintain operational excellence through effective quality and safety management practices.
Responsibilities
Support in Quality Management:
- Assist in updating and maintaining the quality management system (QMS) documentation and records.
- Support the coordination and follow-up of internal audits and corrective action closure.
- Help compile and analyze quality data and reporting metrics.
Support in Safety Management:
- Contribute to safety risk assessments and hazard identification activities.
- Assist in incident and accident investigations by collecting data, preparing reports, and tracking corrective actions.
- Support safety communication efforts, including safety alerts and training sessions.
- Help monitor safety performance indicators and prepare summaries for review.
Regulatory Compliance:
- Ensuring adherence to all relevant aviation regulations, including KCAA and ICAO standards.
- Successful representation of Fahari Aviation in regulatory audits and inspections.
Training and Development:
- Participate in safety and quality training programs.
- Assist in organizing training sessions and maintaining records of attendance and completion.
- Identify opportunities for personal growth in safety and quality practices.
Continuous Improvement:
- Support the identification of process gaps or areas for improvement based on audits and feedback.
- Contribute ideas and assist in implementing small-scale process enhancements.
Skills
- Strong understanding of safety and quality management principles.
- Good analytical and problem-solving skills.
- Effective communication and report-writing skills.
- Proficiency in MS Office (Word, Excel, PowerPoint).
- Ability to work collaboratively and follow established procedures.
Qualifications
- Bachelor’s degree or Diploma in Aeronautical, Mechanical, Electrical Engineering, or related field from a recognized institution.
- Prior exposure to safety and quality roles through internships, previous employment, or practical projects.
- Knowledge of aviation safety and quality standards is desirable.
- Familiarity with aviation regulations such as KCAA and ICAO standards.
- Proficiency in current Civil Aviation Regulations.
- Familiarity with Flight operations, knowledge of Approved Training Organizations is an added advantage.
- At least 1-2 years of practical experience in safety, quality, or compliance roles within the aviation industry or related sectors.
- Experience in conducting audits, safety inspections, or incident investigations is advantageous.
Additional Information
- Detail-oriented with a proactive approach.
- Strong team player with good interpersonal skills.
- Willingness to learn and take initiative.
- Demonstrates accountability and responsibility.
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Purpose
- Responsible for definition and implementation of aircraft maintenance requirements in the assigned area, through optimization of processes, procedures and resources in order to achieve the mission of the technical department, “delivering a safe and well maintained fleet”.
Responsibilities
- Develop training programs in the section to ensure availability of enough skilled staff.
- Develop & maintain work instructions & procedures for the section and ensure these are understood by the team.
- Accountable for the performance of the staff as related to the work to be done. Check the team work output and strive for continuous improvement in all areas, with respect to processes, instructions and people skills.
- Lead and develop Senior, Planning Engineers and other junior staff to ensure that they understand and follow company and legislative requirements, procedures and processes.
- Responsible for a good capacity plan based on the work to be done in the section.
- Responsible for communication alignment on the following topics: maintenance program development; check preparations; planning versus material/tool/equipment availability; planning versus component availability; alignment between planning & other engineering sections.
- To improve the feedback loop to production and other engineering sections; by ensuring proper analysis on closed work packages.
- Responsible for coordination of the annual review of the maintenance programs and ensuring that all maintenance tasks are evaluated regularly and updated when necessary.
- Develop a performance measurement matrix within the section.
- In collaboration with technical reliability section, ensure cost effective operations by ensuring analysis of check findings in order to optimize the maintenance programs and improve future maintenance checks.
- Deputize for Manager Technical Planning.
Skills
- Demonstrated computer skills.
- Knowledge of a database software/MRO system.
- Management skills.
- Detailed knowledge on the KCAA/EASA/FAA regulations and the Kenya Airways procedures.
- Knowledge on aircraft systems.
Qualifications
- Graduate engineer from a recognized university (mechanical, aeronautical, electrical/electronics).
- Planning courses.
- Successfully completed a full type course on at least one aircraft.
- A minimum of 8 years relevant experience in maintenance/engineering, of which 4 years in technical planning or similar department.
- Experience in maintenance programs and/or production planning & control.
- Proven experience in managing sections, aircraft projects and/or other projects.
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Purpose
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To ensure regulatory requirements are upheld and that constant maintenance standards and organization procedures are applied to KQ/Customer aircraft to the end that an airworthy, reliable, quality product is provided and that this is done in a cost-effective manner. Also responsible to maintain an independent Quality System.
Responsibilities
- Conducts planned and ad-hoc audits/inspections/spot checks/surveys individually or under guidance of SQAE of all Technical sections within KQ and provide written reports.
- Assess the data gathered during these audits/inspections/spot checks/surveys and communicate any discrepancies in writing to heads of sections. These will be in the form of a formal report detailing any findings, which must be addressed with corrective action and the time frame in which it must be achieved.
- Follow up and verify audit closure actions. Monitor the effectiveness of any corrective action from the feedback and by direct surveillance.
- Log in reported occurrences into QA database, then review and classify them in order to report as applicable to KCAA/EASA/Customer’s Civil Aviation Authority/Operators.
- Participate in incident investigations under guidance of SQAE.
- Review authorisation applications.
- Participate in approval exams under guidance of SQAE.
- Prepare, monitor and update records of certifying staff with all the necessary required information.
- Prepare applications to the Authority and collect required data for CoA, CoR, radio license certificates issue/renewal.
- Prepare QA Airworthiness statistics as required.
- Provide data to SQAE on safety matters as required.
- Prepare and maintain data base for maintenance approvals issued to KQ by different Civil.
- Aviation Authorities and Airlines, certification bodies such as IOSA, KENAS and follow –up on their validity. Recommend and initiate the renewal process. Also prepare and maintain data base for KCAA approvals given to organisation conducting maintenance of KQ aircraft/parts.
- Process and avail aircraft and related documentation/certificates.
- Carry out any other duties within the Quality Assurance Section so desired by the Quality Manager or Lead/PQAE/SQAE.
Skills
- Effective communication skills.
- Basic audit process and root cause analysis skills.
Qualifications
- Bachelor’s degree/Diploma in Aeronautical /Mechanical /Electrical / Electronics Engineering.
- Knowledge in using standard aircraft manuals and engineering procedures manual.
- Conversant with all relevant regulatory requirements.
- Basic knowledge of basic aircraft systems.
- Must have completed graduate trainee program/equivalent OR
- Must have relevant engineering degree with at least 3 years aviation engineering experience OR Must have Diploma in relevant Engineering field with at least 5 years aviation maintenance experience.
- Fully conversant with relevant technical procedures.
- Basic Knowledge of audit process and root cause analysis.
- Demonstrated experience in report writing.
- Basic Knowledge of Industrial Safety Standards.
- Conversant with relevant IT Tools and Systems.
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Purpose
Reporting to Operations Manager CRM & Loyalty, you will play a key role in enhancing the experience of our most valued customers. This position is responsible for enhancing the Asante Rewards customer experience through proactive engagement, efficient handling of enquiries, and support in flight reservations, redemptions, and disruption management. If you enjoy going above and beyond to create memorable customer interactions, we want to hear from you!
Responsibilities
Customer Service & Loyalty Support
- Deliver exceptional, professional service to Asante Rewards members.
- Handle inbound inquiries and assist with program enrolments and account management.
- Educate members about Asante Rewards benefits and services to build customer loyalty.
- Handle complaints, resolve issues and contribute to customer satisfaction and retention.
- Propose improvements to enhance customer loyalty experience.
Reservations & Ticketing
- Assist members in finding suitable travel options and issue both commercial and redemption tickets for Kenya Airways and partner flights.
- Manage special requests (e.g. seats, meals, baggage) and provide travel documentation guidance (passport/visa/health).
- Ensure accurate ticket issuance, upsell ancillary services, and optimize bookings to reduce GDS costs.
- Maintain accuracy on all flight bookings and issuance in order to maintain good Customer Service
Disruption Management
- Support Asante Rewards members and commercially booked customers during flight disruptions by coordinating rebooking and timely communication.
- Collaborate with internal teams to execute seamless service recovery.
- Prepare accurate and timely reports on affected customers to support effective decision making.
Program Growth
- Actively recruit new members into Asante Rewards and build affinity with Kenya Airways frequent flyers.
- Support to grow program engagement through promotions, partnerships and member education events.
Skills
- High integrity and professionalism
- Strong team spirit and collaboration
- Customer-focused and results-oriented
- Good planning and organizational skills
Qualifications
- KCSE C Plain or O-Level Division III
- IATA/UFTAA diploma in Airline Fares & Ticketing or relevant Customer Service certification
- Proficiency in Microsoft Office (Word, Excel, Outlook)
- Strong interpersonal and communication skills
- Excellent customer service orientation
- Fluency in a foreign language (e.g. French, German, Spanish, Chinese) is a plus
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Purpose
Responsibilities
- Carrying out Cabin Laminates replacements for KQ and third party aircrafts.
- Carrying carpets preparations & Installations for KQ and third party aircrafts.
- Carrying out seats components fabrication and repair for KQ and third party aircrafts.
- Carrying aircraft cabin kick strips, Seat track covers & thresholds Preparation and Installation.
- Carrying aircraft towing between Base, Ramp, and designated Engine run Taxiways.
- Carrying out cabin furnishing inspections during checks.
- Carrying out aircraft emergency equipment inspections and replacement.
- Facilitating aircraft weighing tasks during adhoc and heavy checks.
- Carrying out cabin servicing maintenance tasks.
- Carry out fumigation for aircraft under heavy maintenance.
- Operate & maintain MRO section motorized equipment as per company procedures.
- Adheres to published Health and Safety requirements defined in published manuals and other publications.
- Undertaking such other duties as may be reasonably requested by Cabin Workshop supervisor.
Skills
Qualifications
- Diploma in any engineering field/National trade test Certificate/Certificate in upholstery or equivalent from a recognized institution is added advantage.
- Valid driving license -Heavy Vehicle License preferred/ training on aircraft equipment operations.
- Computer Literacy.
- 2 years aircraft upholstery work environment or interior fabrics experience and able to operate equipment’s use at MRO facility.
Method of Application
Use the link(s) below to apply on company website.
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