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.

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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.

📌 Senior Associate - Base Operations (Delhi)
🏢 Air India Careers
📍 Delhi