MANAGER - INFLIGHT SERVICE DELIVERY & STANDARDS

Reports to - Associate Director Inflight Service Delivery & Standards

Minimum Qualification

She/He shall possess minimum experience of 03 years in service industry and shall have attained age of 26 at the time of application with minimum basic qualification of 10+2. She/He must possess effective communication skills, both verbal and written. She/He should be proficient in MS Office applications (Word, Excel, PowerPoint, Outlook). On-the-job training will be provided to enhance role-specific competencies and operational knowledge.

Job overview

Ensuring cabin operations are conducted in accordance with applicable regulations and standards of IndiGo. Key responsibilities and accountabilities maintaining standard communications via various forums for the department.

Managerial continuity

In the absence of Associate Director Inflight Service Delivery & Standards, He/ She shall be responsible for his/her responsibilities in consultation with AVP – Strategy and Standards

Duties and Responsibilities

• Ensuring high quality of service delivery by all cabin attendants as per IndiGo expectations
• Design Service across all fleet for smooth implementation
• Will ensure implementation of SOPs across all cabin attendants
• Support in-flight processes across all cabin attendants and In-flight Bases
• Design and implement a robust communication system that includes memos, circulars and a system to track and retrieve such communication
• Coordinate with all cabin crew bases in order to share information as well as receive feedback on implemented procedures and how best they can be enhanced
• Crew Connect - Ab initio, recurrent, new lead batches etc. at ifly or virtually
• Additionally, he/she would be responsible for duties as defined for IndiGo personnel in safety policy and security policy (as applicable)
• Conduct audit flights to ensure on board service standards delivery
• Support inaugural flights through travel for a successful launch
• Suggest measures for service enhancement and raising concerns which impact service delivery onboard
• Review Flight Report periodically and ensure to bridge the process gaps with the stakeholders for further action
• Flight Report feedback sentiment analysis and Passenger Issues daily emails actioned with various stakeholders
• Pending Flight Report notifications to Leads released monthly for submission compliance
• Guidance provided to all crew members who are not adhered to Inflight SOPs over mail
• Repetitive Leads for Delayed Flight Report are corrected by the team