Job Description

1. Quality, Product & R&D Leadership

• Lead Product, Packaging, QA, Training, and R&D functions across all AOCs to ensure consistent quality, food safety, and operational excellence.

• Oversee end-to-end product development for Santan-branded non-perishable items (food souvenirs & FMCG), including research, ideation, testing, supplier readiness, production quality, and packaging innovation.

• Establish and maintain product standards, specifications, and quality benchspans across all business channels.
   

2. Regulatory Compliance & Audit Governance

• Ensure full compliance with food safety and quality standards including HACCP, GMP, ISO 22000, Halal, and relevant local regulatory requirements.

• Manage and lead internal, external, customer, and regulatory audits across inflight, retail, catering, and OEM suppliers in multi-country operations.

• Act as the key escalation point for quality incidents, non-conformances, and corrective action plans.

3. Quality Systems & Continuous Improvement

• Drive continuous improvement initiatives through structured QA programs, data analytics, KPIs, and root cause analysis.

• Ensure cross-AOC alignment in quality systems, service standards, SOPs, and best practices.

• Monitor supplier performance, quality trends, and risk indicators to proactively prevent issues.
   

4. Packaging & Sustainability

• Lead eco-friendly packaging initiatives to reduce environmental impact, improve recyclability, and support Group sustainability commitments.

• Collaborate with suppliers and internal stakeholders to implement sustainable materials and responsible sourcing practices.
   

5. Training & Capability Building

• Manage and enhance quality and food safety training programs, including Train-the-Trainer frameworks.

• Ensure internal teams, cabin crew, operational staff, and vendors meet required quality, safety, and compliance standards.

• Regularly review training effectiveness and update materials based on audit findings and operational feedback.
   

6. Operations & Customer Experience

• Partner closely with cabin crew and operations teams to improve service speed, workflow efficiency, and inflight service delivery.

• Integrate customer feedback, complaints analysis, and operational reviews into product improvements and service enhancements.

7. Risk Management & Governance

• Represent Santan in Group-wide Sustainability, Business Continuity Planning (BCP), Enterprise Risk Management (ERM), and Safety forums.

• Lead quality risk assessments, crisis management processes, and incident response coordination.

• Ensure strong governance, documentation, and accountability across quality-related decisions.
   

8. Reporting & Stakeholder Management

• Report quality performance, audit outcomes, supplier performance, product issues, and customer satisfaction metrics to senior management.

• Provide clear insights and recommendations to support strategic and operational decision-making.

• Act as the key quality ambassador for Santan internally and externally.

WHO YOU ARE:

• Bachelor’s Degree in Food Science, Food Technology, Quality Management, Engineering, or related field (Master’s preferred).

• Minimum 10–15 years of experience in QA, food safety, product development, or operations within aviation catering, FMCG, food manufacturing, or hospitality.

• Strong knowledge of HACCP, GMP, ISO 22000, Halal, and multi-country regulatory frameworks.

• Proven leadership experience managing cross-functional and multi-location teams.

• Strong stakeholder management skills, including regulators, suppliers, auditors, and senior leadership.

• Experience in sustainability, packaging innovation, and continuous improvement initiatives is an advantage.

• Analytical, decisive, and able to manage complexity in a fast-paced, operational environment.