Brief About The Role / Team / Candidate Requirement
To efficiently resolve crew support issues by managing and addressing complaints, queries, and suggestions. Lead efforts to enhance service quality, mentor team members, and drive continuous improvement initiatives. Ensure compliance with SLAs and foster positive relationships with crew and internal staff while maintaining high standards of support.
Qualification & Experience
- Minimum of bachelor's degree from a recognized university or professional qualifications in business and people management or equivalent.
- Overall work experience of four years and above in operations.
- Airline experience would be an added advantage.
Skill Set
- Fluent in English, with excellent written and spoken communication skills.
- Ability to perform effectively under pressure and manage rotational shifts.
- Advanced skills in Excel, PowerPoint, and MS Word; strong computer literacy required.
- Proficiency in advanced Excel functions including pivot tables, lookups, dashboards, charts, conditional formatting, and trend analysis.
- Familiarity with aviation operations and regulations is highly advantageous.
- Strong analytical skills with the ability to solve problems and make informed decisions.
- Excellent time-management and organizational abilities to handle multiple tasks and projects.
- Ability to leverage AI tools responsibly to improve efficiency and communication quality.
Key Competencies
- Effective at building relationships and working collaboratively with team members and other departments.
- Proven experience in leading and mentoring teams, with strong leadership abilities.
- Knowledge of process evaluation and improvement to enhance support quality.
- Strong ownership of punctuality, professional conduct, grooming standards, and high-quality communication.
- Learning orientation with focus on cross-training and skill development.
- Storytelling and data visualization skills to create meaningful, leadership-ready reports and presentations.
Job Responsibilities
- Deliver comprehensive support by addressing complaints, queries, and suggestions from Crew and OCC staff.
- Build strong relationships and communicate effectively with team members and other stakeholders.
- Resolve all tickets, requests, feedback, and queries promptly and effectively, ensuring adherence to the 48-hour SLA.
- Maintain up-to-date and accessible system and ticket documentation, including administrative manuals. Document and communicate changes in system design or functionality.
- Collaborate with various departments to address issues and drive improvements.
- Enhance the quality of crew support by doing quality audits, analysing processes, setting service metrics, and implementing necessary changes.
- Assist in departmental management by completing tasks and projects as assigned by the manager.
- Uphold a positive, transparent, and trustworthy image of ICare with clients.
- Stay informed about the latest CAR and DGCA regulations.
- Exhibit strong analytical, problem-solving, and organizational skills.
- Demonstrate leadership and effectively manage the team, particularly in the manager's absence.
- Monitor team performance, share regular statistics, and ensure targets are met. Provide coaching and support as needed.
- Report issues, challenges, and concerns to the manager, along with proposed solutions.
- Ensure readiness for 24x7 operations by managing rotational shift requirements, team coverage planning, and operational contingencies.
- Drive punctuality, professional conduct, grooming standards, and high-quality communication within the team.
- Build a learning-oriented culture by promoting cross-training, skill development, and capability enhancement across functions.
- Analyze operational performance metrics including ticket volumes, SLA adherence, aging, reopen rates, quality scores, productivity trends, and recurring concerns to identify improvement opportunities.
- Leverage advanced Excel capabilities, including pivot tables, lookups, dashboards, charts, conditional formatting, and trend analysis to produce leadership-ready reports and insights.
- Promote responsible adoption of AI tools to improve efficiency, enhance communication quality, support analytics, and reduce manual effort.
- Develop professional presentations, dashboards, and management reports with clear storytelling, meaningful insights, and visually effective content.
- Coach and guide team members on reporting standards, analytical skills, AI adoption, and presentation effectiveness.
