Senior Manager - Customer Services

Responsibilities

1. Inflight Services Management

Oversee and support the cabin crew team to ensure consistent delivery of services, hospitality, and an exceptional customer experience.

Supervise the daily operations of the cabin crew, ensuring that all inflight services are delivered consistently and to the highest standards.

Collaborate with all departments to set and maintain inflight customer service standards, incorporating best practices from the industry to ensure world-class service.

Manage menu presentations and provide recommendations to improve service quality, ensuring that the selection meets passenger expectations and regulatory requirements.

2. Compliance and Quality Assurance

Design, develop, and implement Standard Operating Procedures (SOPs), processes, and policies for the Inflight Services department to ensure standardization across all flights.

Audit and oversee all cabin-related vendors, ensuring compliance with DGCA requirements through regular facility inspections and audits.

Ensure that the highest standards of cleanliness and hygiene are maintained inside the aircraft, conducting regular checks and taking corrective actions as necessary.

Ensure that all cabin crew members adhere to regulatory requirements, including those set by DGCA, and maintain company standards in appearance, passenger interaction, and service delivery.

3. Training and Development

Monitor crew performance and ensure that all inflight crew members undergo necessary training programs as per the latest rules and regulations issued by regulatory authorities.

Set grooming standards and soft skills requirements for staff across all departments, ensuring that all personnel meet industry and international standards.

Coach, mentor, and develop cabin crew to enhance their performance, aligning with the company’s values and expectations.

4. Cross-Functional Collaboration and Additional Duties

Work closely with the Chief Pilot, Operations Head, and Engineering team to address and resolve service-related issues on the aircraft or involving passengers.

Support group events and work with the Chairman’s office on special assignments as directed by management.

Ensure timely communication and resolution of any customer experience feedback received via crew or the PIC, addressing issues promptly and effectively.

Coordinate with external agencies to ensure timely supply of food, beverages, and entertainment materials, maintaining adequate stock and conducting quality checks.

5. Technology and Digital Initiatives

Lead technology projects aimed at enabling cabin crew to perform their duties more effectively and consistently, leveraging digital tools and analytics.

Drive digital and analytics initiatives that support the generation and distribution of insights, enhancing decision-making processes and service delivery.

Identify and implement new technologies and digital solutions to streamline inflight services and improve overall operational efficiency.

Key Stakeholders - Internal: 

Flight Operations team

Ground Operations team

Safety and Compliance team

Security team

Finance team

HR team

Key Stakeholders - External: 

• Passengers
• Vendors

Qualifications

Education Qualification: 

• Bachelor of Arts/or Equivalent Graduation Course
• Course in Cabin Crew Operations
• Course in Safety & Emergency Procedures (SEP)

Work Experience (Range of years): 

12+ years

Preferred Industry: 

Aviation 

Certifications: 

• ICAO/DGCA Five-day course in SMS
• DGCA Approved Course in SEP
• DGCA Approved Course in Cabin Crew Operations
• DGCA approved Course in Human Factors