Senior Associate - Base Operations

Air India Limited; India; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Air India Limited is seeking a candidate for a Base Operations and Crew Management role. The incumbent will contribute to operational excellence, conduct crew briefings, and ensure service quality and customer delight across flights.

The role involves rostering, training, discipline support, and maintaining SOP adherence, with emphasis on safety and DGCA compliance. A strong communication ability and teamwork are essential.

Qualifications

• Graduate in any discipline (mandatory).
• Postgraduate in Management or Operations preferred.
• Minimum 3 years in an in-flight people management role, with flying experience as cabin manager or cabin executive.

Responsibilities

• Oversee base operations and performance, ensuring OTP targets and customer delight.
• Conduct daily crew briefings and post-flight feedback to improve service quality.
• Assist in scheduling, training interventions, and roster management for crew and ground teams.
• Support safety updates, DGCA compliance, and escalation of SOP violations.
• Coordinate with stakeholders to ensure smooth operations and effective crew liaison.

Skills

Crew Management

Communication

Training & Development

Education

Bachelor's degree in any discipline

Postgraduate in Management | Ops

Job description

Job Description:

A. Key Accountabilities

Base Operations & Performance:

Operational Excellence

• Contributing towards the maintenance of defined OTP levels Coaching and counselling allocated crew.
• Conducting daily crew briefings as defined in performance indicators – creating a service focus and customer delight with each crew set. Meeting with crew post-flight to enquire about the flight and customer feedback.
• Assisting in the implementation of measures to improve NPS ensuring timely corrective action.

Communicating with crew – sharing ways to provide outstanding service, grooming excellence, appreciation for acts of service on board, willingness to cooperate during exigencies etc.

• Assisting in managing crew availability as defined in performance indicators.
• Assisting in conducting inquiries on discipline cases as per the defined process.
• Highlighting delays in grounded crew.
• Sharing appreciation and ensuring updating to crew files
• Providing objective and timely inputs as defined in the process of crew promotion, contract renewal, and probation confirmation.
• Assisting with situational/operational exigencies, over and above day-to-day operations, as and when required.

Safety:

• Reiterate safety updates to allocated crew.
• Contribution towards adherence to DGCA regulations, and conformance to audits.
• Escalating violations based on defined SOPs.

Crew Engagement

• Ensuring attendance by allocated crew and ground teams in periodic engagement activities.
• Understanding and addressing day-to-day crew concerns – including but not limited to hotel, transport, compensation, uniforms etc.
• Monitoring inputs by crew on internal communication platforms, recommending corrective action where required.

Rostering:

• Communication of emergency leave requests by crew.
• Crew Training: Assisting in the implementation of planned interventions

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

People Management & Development:

• Managing and developing crew and ground reportees

Providing objective input based on performance and potential for the growth and development of reportees.

B. Skills/Qualities Required

Functional Competencies Behavioral Competencies

Knowledge of Inflight Base Operations Excellent Communication skills – body language, oral, written

Knowledge of Cabin Crew operations Empathic; even temperament; respectful and builds trust

C. Educational Requirements

Education Mandatory: Graduate in any discipline

Preferred: Postgraduate in Management | Ops

D. Key Eligibility Criteria

• 10 years of flying experience
• Minimum 3 years in an in-flight people management role, with flying experience as cabin manager or cabin executive.

Requirements