Manager - Base Operations

Job Description

1. Base Operations & Performance:

Operational Excellence

• 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

1. 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

1. 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

1. 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