Senior Associate - Base Operations

Air India; New Delhi; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Air India seeks a seasoned professional for Base Operations Performance and Crew Engagement. You will contribute to OTP maintenance, conduct daily briefings, and drive service excellence across cabin crew teams.

The role involves coordinating with crew, managing rostering, and supporting performance-driven actions aligned with DGCA compliance.

Qualifications

• Experience with inflight base operations and crew coordination.
• Strong communication, body language, and written skills.
• Understanding of cabin crew operations and standards.

Responsibilities

• Maintain OTP levels and coach crew toward service excellence.
• Conduct daily crew briefings and post-flight feedback sessions.
• Support measures to improve NPS with timely corrective action.
• Communicate with crew to ensure outstanding onboard service.
• Assist in rostering, discipline inquiries, and crew promotions processes.

Skills

Inflight Base Operations

Excellent Communication

Cabin Crew Knowledge

Education

Graduate in any discipline

Postgraduate in Management or Ops

Job description

Job Description

A. Key Accountabilities

Base Operations Performance:

• Contributing towards the maintece 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.

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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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.