Senior Manager - CC Service Delivery Development

Key Accountability:
Standards & Procedures Ensure standards are appropriately captured and all interdependencies are aligned between frontline, safety, operational KPIs, hard product, network and reflects Air India s brand drivers. Lead the development and periodic review of Service Delivery standards, ensuring compliance with aviation regulations, company policies, and industry best practice Monitor internal and external Voice of (Internal & External) Customer through various sources i.e. eCCVR, NPS etc. Ensure that crew complement and service procedures align with operational requirements and promote adherence to safety protocols Conduct sessions and workshops to educate Trainers, Cabin Crew Division, on new and existing standards Regularly evaluate the effectiveness of service standards and update them as needed to improve crew performance and guest feedback Gather & evaluate data in order to support the identification of viable service delivery and improve the performance of the overall service delivery. Pass on relevant information to stakeholders like Base Operations & Service Design Collaborate with Service Design & Service Performance to enhance Cabin Crew efficiency & overall Guest Experience Active member and represent Cabin Crew Operations/ Service Delivery in Transformation Project charters, Product and Service Committees to ensure a seamless Guest experience across all Touchpoints. Provide guidance during roll-out of relevant Services Delivery and Quality specific products and services during Fleet Induction Maintain comprehensive and accurate records of all standards, procedures, and associated documentation like Galley Loading Plan, LOPA, GLDs. (Part of Fleet Induction meetings) Oversee the updation and maintenance of Cabin Crew Service Manual, Station Information Manual & Operating Manuals: IFE & Galley electrical equipment

Team Management
Provide direction and advice to the direct reports (managing a team of 3-4) in performing their delegated responsibilities. Oversee the performance of direct reports and ensure KPIs are well communicated and monitored. Mentor a team of associates/ specialists responsible for developing standards and procedures for Service Delivery Provide guidance, support, and feedback to the team to ensure a high level of competence and professionalism Nurture a customer-centric team to continuously enhance service delivery through collaborative discussion demonstrating respect for diverse opinions and transparent feedback

Industry Knowledge
Keep abreast with any market trends and developments Leads the team to conduct hospitality industry benchmark studies and share learnings with all other stakeholders Plans and implements periodic dipstick assessments on international and domestic sectors reviewing product and service offerings Financials Assist in preparing and managing the departmental budget

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.
C. Skills/Qualities Required Driven for Excellence Functional expertise Competitor Awareness High Collaborative skills Team Building skills

D. Education and Experience Requirements
Minimum Education requirements Bachelors degree from an esteemed university