Role
Senior Manager – ifly CCU
Job Title
Senoir Manager – Customer Service Training
Role Highlights / Summary
Lead ifly CCU centre operations with focus on training delivery, regulatory compliance, stakeholder management, and operational excellence while ensuring adherence to DGCA/IOSA standards.
Typical Interfaces
Associate Director – SEP Training; Trainers/Facilitators; Admin, IT, Security & Maintenance Teams; HR & Facility Management; External Vendors.
Key Responsibilities
- Audit, Compliance & Regulatory Oversight
- Lead and manage all audits and compliance requirements related to training and facility operations.
- Ensure adherence to DGCA/IOSA guidelines and internal regulatory standards.
- Maintain accurate, audit-ready records for all operational and training activities.
- Team Management
- Provides strategic leadership and direction to the team, ensuring alignment with organizational vision, goals & values
- Builds, develops, and retains teams through coaching, mentoring, and succession planning.
- Fosters a culture of collaboration, accountability, inclusion, and continuous improvement.
- Establishes clear performance expectations, conducts regular reviews, and drives a high-performance culture.
- Identifies talent, develops future leaders, and creates individual development plans.
- Leads organizational change initiatives and supports teams through transformation.
- Resolves complex people and operational issues with fairness, professionalism, and judgment.
- Encourages innovation, knowledge sharing, and cross-functional collaboration.
- Driving employee engagement, well-being, and recognition initiatives to enhance team morale and productivity.
- Partners with senior leadership and key stakeholders to achieve strategic business outcomes
- Builds an environment of trust, transparency, and open communication.
- Training Delivery & Quality Management
- Monitor and enhance training programs across operational disciplines.
- Ensure consistent quality, regulatory compliance, and adoption of industry best practices.
- Track and improve training-related OTP (On-Time Performance) and quality metrics.
- Maintain comprehensive training data to support informed, data-driven decision-making.
- Ensuring the trainers are upskilled, maximum utilization of instructors and the travel from outstation to ifly- CCU is reduced
- Stakeholder & Facilitator Management
- Act as the primary point of contact for all facilitators based at ifly-CCU and visiting trainers.
- Act as the SPOC for all administrative roles including catering, transport and any other vendor management etc.
- Ensure smooth coordination of training sessions and logistical arrangements.
- Operational Excellence & Process Optimization
- Ensure trainees visiting ifly – CCU their well-being is taken care of.
- Oversee daily operations ensuring:
- Adherence to SOPs and protocols
- Achievement of defined KRAs / KPIs for ifly – CCU
- Continuously optimize operational workflows to enhance efficiency and service quality.
- Interdepartmental Coordination & Communication
- Facilitate regular cross-functional meetings to:
- Identify operational challenges
- Drive collaborative solutions
- Support continuous improvement initiatives
- People Engagement & Workplace Culture
- Foster open communication and provide support to employees during challenging situations.
- Promote a positive, approachable, and resilient work environment.
- Drive the ifly culture across Admin, IT, Security, and Maintenance teams.
- Support HR/Admin in seamless onboarding and induction processes.
- Facility & Administrative Management
- Act as the primary point of contact for administrative concerns.
- Liaise with Regional Head and Facility Management for prompt issue resolution.
- Ensure all facility-related documentation is maintained, up-to-date, and compliant.
- Oversee transport operations in line with organizational guidelines.
- Infrastructure, IT & Asset Management
- Conduct regular health checks of administrative and IT assets.
- Coordinate timely maintenance, upgrades, and repairs to ensure uninterrupted operations.
- Employee Experience & Welfare
- Monitor feedback on food services and ensure high quality standards are maintained.
- Encourage employee engagement initiatives and participation in regional events to boost morale.
- Reporting & Escalation
- Proactively report challenges, risks, or inconsistencies to the Associate Director – SEP Training (BOM).
- Collaborate to drive timely resolution and operational continuity.
Tools & Resources
- Training systems
- DGCA/IOSA frameworks
- MIS tools
- Facility management systems
Required Skills
- Aviation compliance knowledge
- Training operations expertise
- Stakeholder management, analytical ability
- Problem-solving
- Communication skills
Qualifications And Experience
Graduate/Postgraduate with relevant aviation/training/operations experience
Reporting
Associate Director – SEP Training
Location & Work Mode :
Kolkata – Full-time, On-site
Behavioral Competencies
- Leadership
- Collaboration
- Result orientation
- Adaptability,
- Attention to detail
