Manager - AO&CS in the role of Business Analyst, Gurgaon

IndiGo; Gurugram District; Sur place; INR 1 200 000 - 2 400 000; Plein temps

Résumé du poste

IndiGo in Gurgaon is seeking a Manager - AO&CS in the role of Business Analyst to support operational efficiency and customer experience initiatives across airport operations.

You will gather requirements, analyze processes, create dashboards and KPIs, and collaborate with cross-functional teams including IT, airlines, and service partners to drive service improvements and passenger satisfaction.

Qualifications

• Bachelor’s degree in Business Administration, Aviation Management, Engineering, or related field.
• 3–7 years of experience in business analysis, airport operations, or customer service environments.
• MBA or Aviation or airport industry experience preferred.

Responsabilités

• Gather and document business and operational requirements.
• Analyze airport operational processes and customer service performance.
• Prepare reports, dashboards, and KPI analysis.
• Support process improvement and automation initiatives.
• Coordinate with airport operations, airlines, IT teams, and service partners.
• Conduct gap analysis, root cause analysis, and impact assessments for operational and customer service issues.
• Monitor customer feedback and recommend service enhancements.

Connaissances

Analytical skills

Problem-solving

Operations knowledge

Stakeholder management

Process documentation

Formation

Bachelor's degree in Business Administration / Aviation Management / Engineering

Outils

Power BI

Excel

Description du poste

Manager - AO&CS in the role of Business Analyst, Gurgaon

Gurgaon 31 st Jul 26

IndiGo is India’s largest and most preferred passenger airline and amongst the fastest-growing airlines in the world. We have a simple philosophy: offer fares that are affordable, flights that are on time, and provide a courteous and hassle-free travel experience across our unparalleled network. We demonstrate that low cost does not mean low quality. With our fleet of 400+ aircraft, we operate well over 2,200 daily flights, connecting 130+ destinations (of which 40+ are international), welcoming 118 million+ customers on board last year. We have an industry-leading on-time performance and one of the highest customer NPS in the Indian market. At IndiGo, we will continue to extend our scope, by spreading our wings internationally, from a domestic carrier to a global aviation leader.

Manager - AO&CS in the role of Business Analyst, Gurgaon

Job Summary

The Business Analyst - Airport Operations & Customer Services will support operational efficiency and customer experience initiatives by analyzing business processes, operational data, and service performance across airport operations. The role involves coordinating with subject matter experts & stakeholders, identifying improvement opportunities, and support implementation of operational projects.

Key Responsibilities

• Gather and document business and operational requirements.
• Analyze airport operational processes and customer service performance.
• Prepare reports, dashboards, and KPI analysis.
• Support process improvement and automation initiatives.
• Coordinate with airport operations, airlines, IT teams, and service partners.
• Conduct gap analysis, root cause analysis, and impact assessments for operational and customer service issues.
• Monitor customer feedback and recommend service enhancements.
• Monitor operational KPIs and service-level performance.
• Develop business process maps, functional specifications, SOPs, and user stories.
• Analyze passenger feedback, complaints, and service trends to recommend improvements.
• Support customer journey mapping and service enhancement projects.
• Work with stakeholders to improve passenger satisfaction and airport service standards.
• Assist in developing customer service dashboards and reporting frameworks.
• Prepare MIS reports, dashboards, and operational analytics.
• Interpret operational and customer data to support business decisions.
• Track KPIs such:
• Passenger wait times
• OTP (On-Time Performance)
• Customer NPS
• Safety & Security Parameters

Qualifications & Experience

• Bachelor’s degree in Business Administration, Aviation Management, Engineering, or related field.
• 3–7 years of experience in business analysis, airport operations, or customer service environments.
• MBA or Aviation or airport industry experience preferred.

Required Skills

• Strong analytical and problem-solving skills
• Knowledge of operations or customer service processes
• Proficiency in Excel, Power BI, or reporting tools
• Excellent communication and stakeholder management
• Experience in process documentation and business analysis

Key Performance Indicators (KPIs)

• Improvement in operational efficiency
• Reduction in passenger complaints
• Enhanced customer satisfaction scores
• Process compliance and SLA achievement
• Operational reporting accuracy

Preferred Certifications

• CBAP / CCBA
• Lean Six Sigma
• PMP / Agile Certification
• Operational excellence
• Collaboration and coordination

Safety Responsibilities

• Be aware of and comply with his / her safety responsibilities and accountabilities as laid down in the IndiGo SMS Manual.
• The risk tolerability is as per the risk matrix from the IndiGo SMS program.

Additional information

At IndiGo, we believe in the innate strength of an energetic, diverse, and inclusive workforce, where the viewpoints and life experiences of our employees help us foster strong connection with all our customers. Our diversity equity and inclusion efforts are designed to attract, nurture, and advance the lives of our employees and customers irrespective of their, but not limited to, gender, race, color, religion, caste, creed, ethnicity, origin, language, social and economic status, sexual orientation, persons with disabilities, nationality, age, marital and maternity status.

IndiGo does not charge fees for Job Interviews, Registration, Verification or Offer Letters. All Official communication will be from verified IndiGo IDs (e.g., [e-mail]). Please report any fake job offer to eco.goindigo.in

'At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate’s gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background’

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