Role Name: Manager – CC Base Operations
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Position Title:
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Manager – CC Base Operations
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Job Code
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TBD
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Grade:
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TBD
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Department:
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Operations (Cabin Crew Ops)
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Location:
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(As per base location)
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Reports to:
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Regional Manager – CC Base Operations
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Role Level:
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CXO-3
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- Key Accountabilities
- Base Operations & Performance:
Operational Excellence
- Contributing towards maintenance of defined OTP levels
- Attending / ensuring attendance in daily crew briefings, as defined in performance indicators – creating a service focus and customer delight with each crew set
- Interfacing with Cabin Executives and Crew post-flight to enquire about the flight and customer feedback
- Monitoring NPS as defined in the baseline and working with relevant stakeholders to ensure timely corrective action
- Communicating / ensuring communication with crew – sharing ways to provide outstanding service, grooming excellence, appreciation for acts of service on board, willingness to cooperate during exigencies etc.
- Maintaining above threshold crew availability as defined in performance indicators
- Assisting in the management of escalations / critical cases on discipline, working towards timely closure
- Managing data on grounded crew, escalating delays
- Ensuring issue of appreciations and updations on digital platforms
- Securing objective inputs on crew promotion, contract renewal, and probation confirmation
- Overseeing situational / operational exigencies, over and above day-to-day operations, as and when required
Safety
- Updating crew on safety updates / communications
- Adhering to DGCA regulations and conforming to audits
- Ensuring timely escalations of safety violations
- Attending SAG meetings as and when required
Crew Engagement
- Planning for and conducting periodic base level crew and ground team engagement activities
- Managing addressal of day-to-day crew concerns – including but not limited to hotel, transport, compensation, uniforms etc.
- Implementing corrective action on inputs by crew on internal communication platforms
Rostering:
- Escalation of emergency leave requests by crew
- Working towards mitigation of deviations escalated by crew, ensuring fairness in flight allocation, and minimizing variations
- Crew Training:
- Implementing consequence management on absence / failure in trainings and refreshers (Safety, Service, Leadership)
- Ensuring insights from data are actioned upon in a timely and appropriate fashion
- 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
- Interfacing with the central team for documentation
- Ensuring timely availability of system reports
- Maintaining crew performance records
- Assisting in the budgeting for OpEx and CapEx for the base
- Maintaining quality infrastructure management at base
- People Management & Development:
- Managing and developing crew and ground reportees
- Aligning with organizational expectations of talent enabling growth and development of internal talent; identifying high potential crew and ground team members based on performance and facilitating their up-skilling in preparation for larger roles
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- Skills/Qualities Required
Functional Competencies
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Behavioural Competencies
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Knowledge of Inflight Base Operations
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Excellent Communication skills – body language, oral, written
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Knowledge of Cabin Crew operations
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Empathic; even temperament; respectful and builds trust
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Knowledge of the aviation industry
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Strong interpersonal skills, ability to motivate and promote a positive team environment; ability to influence & build relationships with other stakeholders
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Prowess with various softwares utilized in base operations
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Analytical, objective thinker
Problem solving and decision making
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Demonstrates Leadership
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Strong customer focus
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Ability and willingness to learn and adapt
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- Key Performance Indicators
Crew non-availability
NPS
QIPs : Observation flight data | NPS | Performance checks feedback
Number of Check flights per crew member
Complaint and compliment ratio
OTP
F. Educational and Experience Requirements
Education
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Mandatory: Graduate in any discipline
Preferred: Postgraduate in Management | Ops
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Experience
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Minimum of 5 years in in-flight people management roles, preferably with flying experience as a cabin manager
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Reviewed By
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Manav Shangari
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Date
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17-01-24
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Signature
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Approved By
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Schreyas Nair
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Date
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17-01-24
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Signature
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