Senior Manager - CC Service Delivery Development

Job Description

Key Accountability: 
Standards & Procedures
     Ensure standards are appropriately captured and all interdependencies are aligned between frontline, safety, operational KPIs, hard product, network and reflects Air India’s brand drivers. 
     Lead the development and periodic review of Service Delivery standards, ensuring compliance with aviation regulations, company policies, and industry best practice
     Monitor internal and external Voice of (Internal & External) Customer through various sources i.e. eCCVR, NPS etc. 
     Ensure that crew complement and service procedures align with operational requirements and promote adherence to safety protocols
     Conduct sessions and workshops to educate Trainers, Cabin Crew Division, on new and existing standards
     Regularly evaluate the effectiveness of service standards and update them as needed to improve crew performance and guest feedback
     Gather & evaluate data in order to support the identification of viable service delivery and improve the performance of the overall service delivery. Pass on relevant information to stakeholders like Base Operations & Service Design 
     Collaborate with Service Design & Service Performance to enhance Cabin Crew efficiency & overall Guest Experience
     Active member and represent Cabin Crew Operations/ Service Delivery in Transformation Project charters, Product and Service Committees to ensure a seamless Guest experience across all Touchpoints. 
     Provide guidance during roll-out of relevant Services Delivery and Quality specific products and services during Fleet Induction
     Maintain comprehensive and accurate records of all standards, procedures, and associated documentation like Galley Loading Plan, LOPA, GLDs. (Part of Fleet Induction meetings)
     Oversee the updation and maintenance of Cabin Crew Service Manual, Station Information Manual & Operating Manuals: IFE & Galley electrical equipment

Team Management 
     Provide direction and advice to the direct reports (managing a team of 3-4) in performing their delegated responsibilities.
     Oversee the performance of direct reports and ensure KPIs are well communicated and monitored.
     Mentor a team of associates/ specialists responsible for developing standards and procedures for Service Delivery
     Provide guidance, support, and feedback to the team to ensure a high level of competence and professionalism
     Nurture a customer-centric team to continuously enhance service delivery through collaborative discussion demonstrating respect for diverse opinions and transparent feedback

      Industry Knowledge
     Keep abreast with any market trends and developments
     Leads the team to conduct hospitality industry benchmark studies and share learnings with all other stakeholders
     Plans and implements periodic dipstick assessments on international and domestic sectors reviewing product and service offerings
  
Financials 
     Assist in preparing and managing the departmental budget 

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.  
C.    Skills/Qualities Required 
Driven for Excellence     Functional expertise
Competitor Awareness    High Collaborative skills
Team Building skills    

D.    Education and Experience Requirements 
Minimum Education requirements          Bachelors degree from an esteemed university