Contributing towards maintenance of defined OTP levels
Coaching and counselling allocated crew
Attend 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 appreciations and ensuring updations to crew files
Providing objective and timely inputs as defined in the process on crew promotion, contract renewal, and probation confirmation
Assisting with situational / operational exigencies, over and above day-to-day operations, as and when required
Safety
Reiterating safety updates to allocated crew
Contribution towards adherence to DGCA regulations, 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 addressal of 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
Rostering
Communication of emergency leave requests by crew
Crew Training:
Assisting in the implementation of planned interventions
Administration:
Assisting in smooth operations at base and adherence to SOPs
Liaising with intra departmental stakeholders for operational effectiveness
Coordinating with internal stakeholders on matters related to crew and operations
Assisting in the updation of system and crew cluster performance records
Assisting in the maintenance of quality infrastructure management at base, escalating concerns
People Management & Development:
Managing and developing crew and ground reportees
Providing objective inputs based on performance and potential for the growth and development of reportees