Head of Catering Compliance & Performance

You will be responsible for leading the transformation of catering compliance processes and systems for both food and non-food services, ensuring the consistent delivery of high-quality standards. The role will design and implement performance metrics and KPIs for suppliers and partners, aligning them with business objectives.

You will work closely with key stakeholders to develop strategies that drive continuous supplier performance improvement, support operational teams, and enhance customer experience and satisfaction. Additionally, you will oversee the implementation of a comprehensive catering compliance strategy, including policies and procedures, to mitigate risks, ensure adherence to regulations, and uphold ethical standards.

Key Responsibilities

• Lead the transformation of catering processes and systems by developing and implementing innovative, scalable solutions for food and non-food services to achieve consistent delivery of high-quality standards.
• Define and align supplier performance expectations through KPIs and service level agreements with global suppliers and partners to drive operational excellence.
• Establish and oversee the catering compliance strategy by formulating policies and risk mitigation protocols in line with regulatory and internal requirements to ensure compliance and ethical practices.
• Develop long-term performance improvement strategies in collaboration with internal stakeholders (e.g., Cabin Crew, Procurement, Operations) to enhance satisfaction and brand reputation.
• Act as liaison with regulatory bodies to ensure compliance with evolving regulations, including single-use plastics, international waste, and food safety requirements.
• Provide strategic leadership in performance management by using data and reporting tools to monitor delivery, strengthen customer satisfaction, and achieve financial sustainability.
• Engage with industry peers to align with best practices and strengthen discussions with official entities on sustainability and recycling programmes.
• Monitor supplier performance by conducting audits, reviews, and data analysis to ensure consistency of service and identify improvement areas.
• Ensure compliance with global and local regulations covering food safety, hygiene, and aviation standards to mitigate operational and reputational risks.
• Develop and implement audit programmes tailored for non-food suppliers to strengthen oversight and ensure alignment with corporate standards.
• Oversee training and audits to maintain the highest standards of hygiene, safety, and food handling across catering operations.
• Support continuous improvement initiatives by leveraging customer feedback, performance data, and operational insights to deliver service innovations and corrective actions.
• Maintain performance dashboards and reporting systems using digital tools to enable data-driven decision making and real-time performance visibility.
• Define quality standards and Acceptable Quality Limits (AQLs) for all SKUs, ensuring alignment with legal requirements and industry best practice to maintain consistency and reduce non-compliance issues.
• Set measurable quality and performance targets for suppliers through ongoing monitoring and evaluations, driving improvements in supplier output and alignment with business objectives.

Requirements

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