Manager - Base Operations

Location:  Mumbai
|
Oct 9, 2024

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