Manager- Roster Escalations

IndiGo (InterGlobe Aviation Ltd); Gurugram District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

IndiGo (InterGlobe Aviation Ltd) seeks a Manager – Roster Escalations to lead the roster escalation function, establishing governance, driving process improvements, and ensuring fair, compliant roster management. You will collaborate with Crew Planning, Crew Tracking, Flight Operations, Training, HR, Pilot Administration, and other stakeholders to deliver timely, transparent resolutions.

As a senior leader, you will apply expertise in crew scheduling, DGCA FDTL regulations, fatigue risk

Qualifications

• Bachelor’s degree in aviation management, operations or related field; MBA preferred.
• 5–10 years in Crew Planning, Crew Scheduling, Crew Tracking, Flight Operations, or related roster functions.
• Strong knowledge of DGCA FDTL regulations and fatigue management principles.
• Experience handling pilot roster queries and regulatory compliance requirements.
• Experience with AIMS and crew management systems; FRMS exposure beneficial.
• Exposure to workforce planning and operational analytics.

Responsibilities

• Lead, mentor, and manage the Roster Escalations team to deliver timely, high-quality resolutions.
• Establish governance, SLAs, and quality controls for escalation handling.
• Monitor productivity, timelines, and stakeholder satisfaction; drive improvements.
• Conduct coaching and performance reviews; provide guidance on AIMS processes.
• Act as escalation authority for pilot roster concerns and ensure DGCA compliance.
• Develop dashboards and reports on roster escalations, fatigue trends, and KPIs.

Skills

Crew Scheduling

Rostering

DGCA FDTL Compliance

Fatigue Risk Management

Airline Operations

Data Analytics

AIMS

Crew Resource Planning

Excel / BI

Stakeholder Management

Education

Bachelor’s degree in aviation management or related

MBA preferred

Tools

AIMS

Power BI

Excel (Pivot, VBA)

Job description

About The Role

The Roster Escalations Team serves as the central point of contact for addressing and resolving flight crew roster-related concerns while ensuring compliance with regulatory requirements, operational priorities, and pilot welfare considerations. The team collaborates closely with Crew Planning, Crew Tracking, Flight Operations, Training, HR, Pilot Administration, and other stakeholders to provide timely, transparent, and consistent resolutions.

About The Role

The Roster Escalations Team serves as the central point of contact for addressing and resolving flight crew roster-related concerns while ensuring compliance with regulatory requirements, operational priorities, and pilot welfare considerations. The team collaborates closely with Crew Planning, Crew Tracking, Flight Operations, Training, HR, Pilot Administration, and other stakeholders to provide timely, transparent, and consistent resolutions.

As Manager – Roster Escalations, you will be responsible for leading the roster escalation function, establishing governance frameworks, driving process improvements, and ensuring fair, compliant, and efficient roster management. The role requires strong expertise in crew scheduling, DGCA FDTL regulations, fatigue risk management principles, stakeholder management, operational decision-making, and team leadership.

Qualifications & Experience

• Bachelor’s degree in aviation management, Operations Management, Business Administration, Logistics, or a related discipline. (Preffered MBA)
• 5–10 years of experience in Crew Planning, Crew Scheduling, Crew Tracking, Flight Operations, Operational Control, or Roster Escalation functions within the aviation industry.
• Strong understanding of DGCA FDTL regulations, airline crew rostering practices, fatigue management principles, and operational planning.
• Experience handling pilot roster queries, fatigue-related matters, and regulatory compliance requirements.
• Experience with crew management systems such as AIMS.
• Exposure to Fatigue Risk Management Systems (FRMS), workforce planning, and operational analytics.

Skills & Competencies

Functional Skills

• Crew Scheduling & Rostering
• DGCA FDTL Compliance
• Fatigue Risk Management (FRMS)
• Airline Operations & Operational Control
• Crew Resource Planning
• AIMS and Crew Management Systems
• Data Analytics & Reporting

Technical Skills

• Advanced Microsoft Excel (Pivot Tables, Power Query, Dashboards, VBA preferred)
• PowerPoint and Management Presentations
• Reporting & Business Intelligence Tools (Power BI preferred)

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and manage the Roster Escalations team to ensure timely, consistent, and high-quality resolution of crew scheduling concerns.
• Establish escalation management processes, governance standards, service-level agreements (SLAs), and quality control mechanisms.
• Monitor team productivity, resolution timelines, and stakeholder satisfaction metrics while driving continuous improvement initiatives.
• Conduct regular coaching, performance reviews, and capability-building sessions for team members.
• Provide on-the-job training and functional guidance on AIMS and roster management processes to new team members.

Roster Escalation Management

• Act as the primary escalation authority for pilot roster-related concerns including duties, standby assignments, leave requests, rest requirements, fatigue calls, qualifications, and operational disruptions.
• Ensure all roster decisions and resolutions comply with DGCA FDTL regulations, company policies, approved exemptions, and operational requirements.
• Maintain consistency, transparency, and fairness in roster-related decision making.
• Investigate complex crew scheduling issues and provide practical solutions while balancing operational continuity and pilot well-being.
• Maintain accurate records of escalations, resolutions, policy interpretations, and exception handling for audit and governance purposes.

Operational Excellence & Compliance

• Ensure all roster changes are compliant with crew qualifications, recency requirements, training commitments, and operational constraints.
• Support day-of-operations activities by coordinating with Crew Tracking and Operations Control teams to mitigate disruptions while maintaining safety and compliance.
• Identify scheduling risks, crew shortages, fatigue hotspots, and operational bottlenecks, and recommend proactive corrective actions.
• Support regulatory audits and internal reviews by ensuring adherence to approved rostering practices and maintaining appropriate documentation.

Fatigue Risk Management & Roster Optimization

• Analyze fatigue reports, roster feedback, duty patterns, WOCL exposure, consecutive night duties, multi-sector duties, and other fatigue-inducing patterns.
• Collaborate with Crew Planning teams to distribute fatigue-inducing duties more equitably and improve roster quality.
• Review pairing patterns, leave allocations, reserve utilization, and disruption trends to recommend roster optimization opportunities.
• Drive initiatives aimed at enhancing pilot well-being, reducing fatigue risk, and improving roster stability.

Stakeholder Management & Collaboration

• Collaborate closely with Crew Planning, Crew Tracking, Flight Operations, Training, HR, Pilot Administration, and other stakeholders to resolve scheduling challenges.
• Represent the Roster Escalations function in cross-functional forums and strategic discussions related to crew scheduling and operational efficiency.
• Provide guidance on company policies, leave regulations, Blue Point processes, fatigue reporting procedures, and crew scheduling practices.
• Build strong relationships with pilot representatives and operational stakeholders to enhance trust, transparency, and effectiveness in communication.

Analytics & Continuous Improvement

• Develop and maintain dashboards, reports, and management reviews covering roster escalations, fatigue trends, leave impacts, operational disruptions, and service performance.
• Monitor key performance indicators (KPIs) including escalation volume, closure rates, SLA adherence, recurring issues, and stakeholder feedback.
• Leverage data analytics to identify trends, root causes, and opportunities for process enhancement.
• Lead strategic initiatives focused on improving crew scheduling efficiency, operational resilience, and employee satisfaction.