Head - Base Operations (Cabin Crew - Aviation)

Role Name: Head - Base Operations

Job Purpose

• Provides leadership, direction and management of all cabin crew operations across the 6 bases Pan-India.
• Strategize and implement process improvements to ensure consistent service levels onboard and SOP adherence by crew, as well as consistency in performance management, discipline and crew engagement by the bases.
• Defines standards and processes for operations at the bases and holds responsibility for compliance by the teams.

Key Accountabilities

Base Operations:

• Leads base operations Pan-India, ensuring standardised functions are carried out on a daily basis.
• Responsible for SOP implementation adherence for service and safety by all cabin crew in-flight.
• Responsible for smooth movement of cabin crew and manning of flights as per standard and exception management for when standards are not being met.
• Oversee teams that prepare pre-flight schedule for cabin crew according to required flight checks, briefing checks, grooming checks, etc.
• Manages disruptions, working with critical stakeholders, ensuring minimal impact of Crew non-availability and operations.
• Plans and drives projects and programs to completion for efficient base operations.
• Strategizes on improvements on crew availability and morale.
• Monitors and evaluates Inflight on-time performance through daily review and attendance of operations committee meetings.

Crew Performance Management:

• Maintenance of crew records, timeliness and accuracy of updation.
• Responsible for periodic performance reviews.
• Establish procedures and processes to improve cabin crew performance.
• Engages at leadership level to monitor and manage Customer Feedback.
• Leverage front-line feedback to ensure the collective voice of the Crew is heard and considered in the continuous improvement process.
• Regularly communicates with the Crew community – available for one on one connects, and through the team leaders.
• Ensures ongoing calendared interactive forums for updates to Crew and Supervisors.
• Regulates employment confirmations, contract renewals. Manages appeals for the processes.
• Oversees implementation of discipline, ensuring fairness and impartiality.
• Collaborate with HR to resolve disciplinary matters, complete probationary and disciplinary processes and manage crew separations.
• Manages the terminations and appeals in the disciplinary process.
• Work with stakeholders to identify and formulate process and procedural changes, and ensuring change management is carried out when necessary.
• Processes incident reports and addresses irregularities & recommends remedial action in cooperation with the Nominated Persons concerned.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

Educational and Experience Requirements

Minimum Education Requirements:

• Bachelors/Master’s degree from a reputed institution
• Cabin Crew Training from any reputed training institute

Minimum Experience:

• Total 20 years work experience with 10+ years of experience pertaining to Cabin Crew Performance & rewards management
• Extensive and comprehensive knowledge of In-flight services

Desired Experience:

• 10+ years relevant experience in Cabin crew Performance& Rewards Management
• 10+ years of experience as Cabin Crew
• Extensive and comprehensive knowledge of the airline/ airport operation