Assistant Manager – Cabin Crew Helpdesk & Support
Reporting To: Senior Manager– Inflight Services (IFS)
Role Purpose:
The Assistant Manager – Cabin Crew helpdesk and support is responsible for managing cabin crew welfare initiatives, engagement platforms, and helpdesk operations. The role ensures timely resolution of crew concerns, drives continuous improvement in service delivery, and supports organizational objectives through structured feedback mechanisms, cross-functional collaboration, and data-driven insights.
Key Responsibilities:
Crew Welfare & support
- Manage and oversee the Cabin Crew Help Desk, ensuring efficient handling and resolution of crew queries, concerns, and grievances.
- Drive and monitor feedback mechanisms including NPS and eNPS, ensuring actionable insights through effective gap analysis.
- Actively manage crew sentiment by resolving feedback in a timely, structured, and empathetic manner.
- Support special projects related to cabin crew welfare, engagement, and organizational initiatives.
Operational Continuity
- Ensure seamless continuity of crew support services without disruption.
Continuous Improvement
- Drive initiatives aimed at improving service delivery standards, operational efficiency, and overall crew welfare.
- Evaluate processes and recommend enhancements based on feedback trends and performance data.
Communication & Systems
- Streamline communication frameworks to ensure clarity, consistency, and responsiveness across stakeholder groups.
- Optimize and manage intelligent helpdesk systems to enhance efficiency, tracking, and resolution timelines.
Cross‑Functional Collaboration
- Lead and participate in cross-functional initiatives to enhance cabin crew operations and contribute to an improved passenger experience.
- Coordinate with internal departments to address systemic issues impacting crew welfare and engagement.
Safety, Security & Compliance
- Discharge duties as stipulated in the Safety Management System (SMS) chapter, Section 9 of the Operations Procedures Manual (OPM).
- Comply with all applicable security policies and regulatory requirements.
Qualifications & Experience
Educational Qualifications
- Minimum qualification: 10+2 / Graduate / Equivalent degree.
Experience
- Minimum of 3 years’ experience in aviation or a relevant industry.
Skills & Competencies
- Strong verbal and written communication skills.
- Ability to manage sensitive issues with professionalism and discretion.
- Analytical mindset with experience in feedback analysis and reporting.
- Strong coordination and stakeholder management skills.
- Problem-solving orientation with a focus on continuous improvement.
Training & Technical Skills
- Working knowledge of MS Office applications.
- On-the-job training will be provided to support role-specific systems and processes.
