Senior Manager, Quality

Why you will love working here

At IATA, we represent over 350 airlines worldwide, striving to make aviation safer, smarter, more sustainable, and inclusive.

• Our Values ONE IATA – We collaborate across teams;
• TRUSTED – We do the right thing;
• INNOVATIVE – We make tomorrow better;
• INCLUSIVE – We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever‑changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family‑friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work‑life balance with flexible work options, including remote and hybrid work, a generous "work from abroad" policy, and you get your birthday off!

About the team you are joining

Reporting to the Head, Quality, the Senior Manager, Quality is responsible for the Global Program Management responsibilities for QMS (Quality Management System) including ISO 9001:2015 audit certification currently active for BSP and CASS. Additionally, this role is responsible for the Operations Compliance program, the Exception management process and BCP (Business Continuity Plan) program management as well as the execution of the Quality strategy and Continuous Improvement Program in the Global Delivery Centre (GDC) ISS & Customer Service Centre (CSC) functions in YMQ.

What your day would be like

• Supports the Quality function globally and in YMQ to support the Business teams in alignment with the global Quality strategy.
• Acts as key contact for supporting the business teams in applying the Quality procedures and standards of the Quality Management System as well as managing their interdependencies with the other processes and departments.
• Maintains the global ISO9001 Certification and acts as a global SME for all ISO9001 standard and audit related topics.
• Leads structured continuous improvement initiatives globally and/or in YMQ.
• Facilitates and monitors the delivery and execution of the BCP Training & Testing Plans globally and/or in YMQ.
• Supports the Operational Teams to ensure exceptions are logged and managed as per global processes and actions are executed on time.
• Executes the Compliance Program to the Quality Management System, ensuring full integrity through Key Controls, SOP Live tests, and any other compliance activities.
• Ensures BPM and Training tool availability, configuration stability, access controls, system upgrades, and technical support across the organization.
• Acts as key contact for supporting all process modelers and end users with the Business Process Management Tool.
• Provides trainings for the Quality methodologies and tools in areas such as Quality management system, documentation requirements, policy guidance, compliance, root cause analysis and more.

We would love to hear from you if

• University degree preferably in business, data analysis or related field or equivalent work experience
• At least 5 years of relevant experience (including managerial experience), with a certain level of in‑depth knowledge of the methodologies, tools and concepts of quality management, business continuity planning and continuous improvement methodologies. Operations management valuable.
• Robust knowledge of ISO 9001 framework. Strongly preferred experience in managing audits.
• Familiarity with IATA systems and processes is valuable (P&S).
• Critical thinker with proven experience in problem solving based on data analysis‑driven decisions.
• Ability to think "outside the box" and challenge the current way of working to drive continuous process improvement.
• Good leadership skills and action oriented with a proactive attitude.
• Excellent communication and interpersonal skills and ability to interact with stakeholders at all levels from different cultures.
• Fluency in spoken and written English; knowledge of other languages an asset.
• People management experience is an asset.

Travel Required: Y: 5%

Learn more about IATA’s role in the industry, our benefits, and the team at iata/careers/. We are looking forward to hearing from you!