Develop and implement engaging and high-quality service-related content to enhance the skills and service delivery of cabin crew members.
Research, develop, and produce high-quality written, visual, and multimedia Training content that aligns with the organization's goals and resonates with the target audience.
Ensure uniform and exceptional representation of Airline’s brand through service-oriented training materials and communication.
Key Accountabilities
Curriculum Design Strategy:
Develop a comprehensive content strategy for service-related training materials.
Align content with Air India's brand identity and service standards.
Design and create engaging training modules for cabin crew service delivery.
Incorporate multimedia elements, case studies, and real-life scenarios.
Develop service manuals and guidelines for cabin crew members.
Ensure clarity and alignment with standard operating procedures.
Conceive & Design the content for creation of training modules, e-learning, collateral, and other training material. This includes creation of instructor-led, virtual, self-learning and blended learning modules.
Assist & develop impactful training sessions that meet the business objective of delivering exemplary training.
Assess and create training aids, activities to aid innovative training delivery. Design of Training Lesson Plans, Support material & tools (audio, videos, quiz, case studies, interactive activities)
Collaborate with Subject matter experts to incorporate technical competency in the training content and develop programs as per the unique requirements of each department.
Multimedia Content Production
Oversee the production of multimedia content, including videos and interactive modules.
Collaborate with production teams for high-quality content creation.
Service Excellence Workshops
Design and conduct workshops to enhance cabin crew's understanding of service excellence.
Facilitate hands-on training sessions for practical application.
Brand Representation Guidelines
Develop guidelines to ensure consistent brand representation in service-related interactions.
Build cabin crew training modules on brand alignment in service delivery.
Communication Materials
Create communication materials related to service standards for internal distribution.
Collaborate with the Communication Department for consistent messaging.
Quality Control
Implement quality control measures to ensure accuracy, continuous improvement and alignment with brand values.
Conduct regular audits of training materials for adherence to standards.
Team Management
Lead, coach and mentor a team of 8-10 members comprising of Content Developers, Graphic Designers & Animators in achieving the organizational annual goals
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
Skills Required for the role
Content Development Expertise
Service Excellence Knowledge
Multimedia Creation Proficiency
Project Management
Attention to Detail
Communication and Facilitation Skills
Key Interfaces
Internal Interfaces
Service Training Team
Collaborate on aligning content with training programs.
Provide updates on content development projects.
Cabin Crew Operations Management
Align content with departmental goals and standards.
Seek input on content relevance and effectiveness.
Communication Department
Collaborate on communication materials related to service excellence.
Ensure consistent messaging in internal communications.
Brand Management Team
Align content with brand guidelines and values.
Seek input on maintaining consistent brand representation.
External Interfaces
External Training Consultants
Engage with external experts for insights into service excellence.
Collaborate on specialized training projects.
Industry Forums and Events
Represent the company at industry events to stay informed about service excellence trends.
Network with industry professionals for benchmarking.
Educational and Experience Requirements
Minimum Education requirements
Bachelor's degree in Instructional Design, Communications, Aviation Management, or a related field.
Master’s in relevant field is preferred
Experience
Minimum
Desired
5-6 years of experience in content development, instructional design, or a related field within the aviation industry.
Proficient in using MS Office with Excellent MS PowerPoint skills and use of other multimedia as a training tool (audio, video etc.)
12+ years of progressive experience with a proven track record in leading content development projects
Experience in service excellence training and multimedia content creation is highly desirable