Manager - Base Operations
Location:
Mumbai
|
Oct 9, 2024
Job Description
- 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
- 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