Base Executive

Jobs2Web; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Jobs2Web in Chennai is seeking an experienced Cabin Crew Operations Manager to lead base operations and ensure safe, courteous service on every flight. You will drive crew performance, manage onboarding, and address issues within tight timelines.

The role requires 5–7 years in flying crew or hospitality, with strong leadership, communication, and problem-solving skills, plus a track record of improving service metrics and crew readiness. Strong rule-following and grooming standards are essential.

Qualifications

• Graduate in any discipline.
• Minimum 5–7 years as a flying Crew or hospitality industry, with at least 5 years as an assistant manager of frontline dept.

Responsibilities

• Ensures safe courteous and gracious service on board.
• Attend 30% of Crew Briefings per day – ensure CS follow the briefing format; create a service focus & adherence to SOPs.
• Connect with Cabin Supervisors post flight - 30% of arrival flights – to enquire about the flight and feedback.
• Review flight reports, initiate action and close operational issues within TAT; escalate as needed.
• Conduct observation flights – 1 per week, share feedback with the Crew, document performance.
• Assist with customer complaint investigation until closure.
• Track Base NPS score and ensure above standard ratings; address dips with Base Manager & CS.
• Regular communication with Crew – message board, sharing ways to provide outstanding service.
• Ensuring Crew comply with grooming and image guidelines; conduct BMI checks.
• Address feedback on Crew performance.
• Facilitate probation to confirmation.
• Crew to be up to date on all Safety protocols.
• Circulars to be made available to them and confirmed they have read and understood.

Skills

Tech savvy

Communication skills

Interpersonal skills

Leadership

Problem solving

Decision making

Team motivation

Analytical thinking

Education

Graduate in any discipline

Tools

Various software

Job description

• Ensures safe courteous and gracious service on board
• Attend 30% of Crew Briefings per day – ensure CS follow the briefing format ; create a service focus & adherence to SOP’s.
• Connect with Cabin Supervisors post flight - 30% of arrival flights – to enquire about the flight and feedback.
• Review flight reports, initiate action and close operational issues within TAT; escal…
• Conduct observation flights – 1 per week, share feedback with the Crew, document performance.
• Assist with customer complaint investigation until closure.
• Track Base NPS score and ensure above standard ratings. In case of drop in ratings, to work with Base Manager & CS to address issues.
• Regular communication with Crew – message board, sharing ways to provide outstanding service, appreciation for acts of service on board.
• Ensuring Crew comply with grooming and image guidelines ; conduct BMI checks.
• Address feedback on Crew performance.
• Facilitate probation to confirmation.
• Crew to be up to date on all Safety protocols.
• Circulars to be made available to them and confirmed they have read and understood.
• Any violations of safety protocols, to be escalated and action against Crew to be immediately
• initiated.
• Ensure Crew have all valid documentation.
• Crew availability – ensure less than 6% non-availability.
• Grounded Crew – less than 1% ; ensure speedy resolution of issues and Crew either returned to
• flying duty or scheduled for further disciplinary action.
• Frequent touch time with Crew to understand issues they face; resolution / escalation.
• To be provided promptly, within TAT.

B. Administrative :

• Ensures Base operations are smooth, all processes are followed without exception.
• Ensures all documents related to flight and Crew are available.
• OTP is maintained, operational disruptions are handled hands-on.
• Track Flight departures and Crew reporting, ensure Crew are on time; Crew reporting for delayed flights is coordinated.
• Adheres to DGCA regulations – Rostering, Training and Inflight
• Coordinate with all stakeholders – internal & external – on matters related to Crew and operations.
• Transport – interact and resolve issues faced by Crew; in case there are concerns raised by Transport regarding Crew, to be addressed fairly and objectively
• Airport Services – crew movement to and from aircraft to be smooth.
• Catering – issues raised from Flight Reports to be resolved
• Security – ensure AEP’s are issued/ renewed without loss of flying man-days.
• Infrastructure maintenance – ensure the Base facilities are well maintained, welcoming, cheerful and bright.

C. People Management & Development: -

• Manage and develop Crew and ground reportees.
• Maintain and ensure crew performance records are up to date.
• Provide objective inputs for Crew promotion, contract extension.
• Identify high potential Crew and Ground team members based on performance and facilitate their up-skilling in preparation for larger roles.

Key Accountabilities

Strategic Activities :

• Contribute to Vihaan.AI – fulfill the success factors applicable to the function
• Service Experience Management – enable achievement of benchmarked world class service delivery; includes winning International awards for Best In Class
• Ensure Operational Parameters are exemplary ; deviations, if any, are quickly addressed and rectified through a process driven approach."
  
• Inflight Base Operations Process knowledge
• Cabin Crew operations knowledge
• General Airline functional Knowledge
• Tech savvy ; understands and capable of using various software
• Excellent Communication skills – body language, oral, written
• Empathic; even temperament; respectful and builds trust
• Strong interpersonal skills; ability to motivate and promote a positive team environment; able to influence & builds relationships with other stakeholder
• Analytical, objective thinker capable of problem solving and decision making
• Demonstrates Leadership – walks the talk
• Ability and willingness to learn and adapt"

Desired Education

Graduate in any discipline

Desired Experience

Minimum 5 – 7 years as a flying Crew or from the hospitality industry, having worked as Asst. Manager of frontline dept for at least 5 years.