About the job
Job Description
A. Key Accountabilities
Base Operations & Performance
Operational Excellence
- Contributing towards the maintenance of defined OTP levels Coaching and counselling
allocated crew.
- Conducting daily crew briefings as defined in performance indicators - creating a service focus
and customer delight with each crew set. Meeting with crew post-flight to enquire about the flight and customer feedback.
- Assisting in the implementation of measures to improve NPS ensuring timely corrective action.
Communicating with crew - sharing ways to provide outstanding service, grooming excellence, appreciation for acts of service on board, willingness to cooperate during exigencies etc.
- Assisting in managing crew availability as defined in performance indicators.
- Assisting in conducting inquiries on discipline cases as per the defined process.
- Highlighting delays in grounded crew.
- Sharing appreciation and ensuring updating to crew files
- Providing objective and timely inputs as defined in the process of crew promotion, contract
renewal, and probation confirmation.
- Assisting with situational/operational exigencies, over and above day-to-day operations, as and
when required.
Safety
- Reiterate safety updates to allocated crew.
- Contribution towards adherence to DGCA regulations, and conformance to audits.
- Escalating violations based on defined SOPs.
Crew Engagement
- Ensuring attendance by allocated crew and ground teams in periodic engagement activities.
- Understanding and addressing day-to-day crew concerns - including but not limited to hotel,
transport, compensation, uniforms etc.
- Monitoring inputs by crew on internal communication platforms, recommending corrective
action where required.
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Rostering
- Communication of emergency leave requests by crew.
- Crew Training: Assisting in the implementation of planned interventions
Administration
- Maintaining smooth operations at respective base and adherence to SOPs
- Liaising with inter and intra departmental stakeholders for enhanced effectiveness
- Coordinating with all stakeholders - internal and external - on matters related to crew and
operations
People Management & Development
- Managing and developing crew and ground reportees
Providing objective input based on performance and potential for the growth and development of reportees.
B. Skills/Qualities Required Functional Competencies Behavioral Competencies Knowledge of Inflight Base Operations Excellent Communication skills - body language, oral, written Knowledge of Cabin Crew operations Empathic; even temperament; respectful and builds trust C. Educational Requirements
Education
Mandatory: Graduate in any discipline Preferred: Postgraduate in Management | Ops D. Key Eligibility Criteria
- 10 years of flying experience
- Minimum 3 years in an in-flight people management role, with flying experience as
cabin manager or cabin executive.