Sr. Manager – Service Delivery

Job Purpose

To be responsible for developing, implementing, and maintaining the Cabin services training and service delivery vertical’s standards, policies, and procedures

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.

Skills/Qualities Required

Driven for Excellence

Functional expertise

Competitor Awareness

High Collaborative skills

Team Building skills

Education and Experience Requirements

Bachelor's degree from an esteemed university

Experience

Minimum

4+ years of relevant experience as a service development specialist in aviation Overall 6 years of experience

Desired

Prior experience in Cabin Services/Inflight services with an international airline is preferred

Familiar with Design Thinking concepts