Contributing towards maintenance of defined OTP levels
Attending / ensuring attendance in daily crew briefings, as defined in performance indicators – creating a service focus and customer delight with each crew set
Interfacing with Cabin Executives and Crew post-flight to enquire about the flight and customer feedback
Monitoring NPS as defined in the baseline and working with relevant stakeholders to ensure timely corrective action
Communicating / ensuring communication with crew – sharing ways to provide outstanding service, grooming excellence, appreciation for acts of service on board, willingness to cooperate during exigencies etc.
Maintaining above threshold crew availability as defined in performance indicators
Assisting in the management of escalations / critical cases on discipline, working towards timely closure
Managing data on grounded crew, escalating delays
Ensuring issue of appreciations and updations on digital platforms
Securing objective inputs on crew promotion, contract renewal, and probation confirmation
Overseeing situational / operational exigencies, over and above day-to-day operations, as and when required
Safety
Updating crew on safety updates / communications
Adhering to DGCA regulations and conforming to audits
Ensuring timely escalations of safety violations
Attending SAG meetings as and when required
Crew Engagement
Planning for and conducting periodic base level crew and ground team engagement activities
Managing addressal of day-to-day crew concerns – including but not limited to hotel, transport, compensation, uniforms etc.
Implementing corrective action on inputs by crew on internal communication platforms
Rostering:
Escalation of emergency leave requests by crew
Working towards mitigation of deviations escalated by crew, ensuring fairness in flight allocation, and minimizing variations
Crew Training:
Implementing consequence management on absence / failure in trainings and refreshers (Safety, Service, Leadership)
Ensuring insights from data are actioned upon in a timely and appropriate fashion
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
Interfacing with the central team for documentation
Ensuring timely availability of system reports
Maintaining crew performance records
Assisting in the budgeting for OpEx and CapEx for the base
Maintaining quality infrastructure management at base
People Management & Development:
Managing and developing crew and ground reportees
Aligning with organizational expectations of talent enabling growth and development of internal talent; identifying high potential crew and ground team members based on performance and facilitating their up-skilling in preparation for larger roles
Skills/Qualities Required
Functional Competencies
Behavioural 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
Knowledge of the aviation industry
Strong interpersonal skills, ability to motivate and promote a positive team environment; ability to influence & build relationships with other stakeholders
Prowess with various softwares utilized in base operations
