Base Executive-hyd

6 days ago

Hyderabad Telangana, India Air India Full time

**Job Description
Position Title: Base Executive

Job Code Grade:
Department: Inflight Services Location:
Reports to: Asst. Base Manager Role Level:
A. Job Purpose

1. Base Operations: Service : Ensures safe courteous and gracious service on board. Attend 30% of Crew Briefings per day - ensure CS follow the briefing format ; create a service focus & adherence to SOP's. Ensure Crew comply with grooming and image guidelines; conduct BMI checks. Connect with Cabin Supervisors post flight - 30% of arrival flights - to enquire about the flight and feedback. Review flight report data, escalate and close crew related issues within TAT. Conduct observation flights - 1 per week, share feedback with the Crew, document performance. Assist with customer complaint investigation until closure. Track Base NPS score and ensure above standard ratings. In case of drop in ratings, to work with Base Management team & CE to address issues. Regular communication with Crew - message board, sharing ways to provide outstanding service, appreciation for acts of service on board. - Safety : Crew to be up to date on all Safety protocols. Circulars to be made available to them and confirmed they have read and understood. Any violations of safety protocols, to be escalated and action against Crew to be immediately initiated. Ensure Crew have all valid documentation. - Crew Welfare: Manage a group of Line crew, stay in touch as per defined frequency; be the first point of contact for any issues. Frequent touch time with Crew to understand issues they face; resolution / escalation to be provided promptly, within TAT. Crew availability - ensure less than 6% non-availability. 2. Performance Management: - Manage and develop Crew - quarterly performance conversations with one's group. Maintain and ensure crew performance records are up to date. Address feedback on Crew performance. Facilitate probation to confirmation. Provide inputs for Crew promotion, contract extension. Identify high potential Crew and facilitate their up-skilling in preparation for larger roles.

3. Administrative:

- Ensures Base operations are smooth, all processes are followed without exception. Ensures all documents related to flight and Crew are available. OTP is maintained, operational disruptions are handled hands-on. Track Flight departures and Crew reporting, ensure Crew are on time; Crew reporting for delayed flights is coordinated. Adheres to DGCA regulations - Rostering, Training and Inflight. Coordinate with all stakeholders - internal & external - on matters related to Crew and operations. Transport - interact and resolve issues faced by Crew; in case there are concerns raised by Transport regarding Crew, to be addressed fairly and objectively Airport Services - crew movement to and from aircraft to be smooth. Catering - issues raised from Flight Reports to be resolved Central AEP team / Security - ensure AEP's are issued/ renewed without loss of flying man-days. Infrastructure maintenance - ensure the Base facilities are well maintained, welcoming, cheerful and bright.

B. Key Accountabilities

Strategic Activities : - Contribute to Vihaan.AI - fulfill the success factors applicable to the function - Service Experience Management - enable achievement of benchmarked world class service delivery; includes winning International awards for Best In Class - Ensure Operational Parameters are exemplary ; deviations, if any, are quickly addressed and rectified through a process driven approach

C. Skills/Qualities Required

Functional Competencies Behavioural Competencies

Inflight Base Operations Process

knowledge Excellent Communication skills - body language, oral, written

Cabin Crew operations knowledge Empathic; even temperament; respectful and builds trust

General Airline functional Knowledge Strong interpersonal skills; ability to motivate and promote a positive team environment; able to influence & builds relationships with other stakeholders

Tech savvy ; understands and capable

of using various software Analytical, objective thinker capable of problem solving and decision making

Demonstrates Leadership - walks the talk

Strong customer focus; people champion

Ability and willingness to learn and adapt

D. Key Performance Indicators

Crew availability / NA %

NPS

QIP's : Observation flight data | NPS | Performance checks feedback

Resolution of Base issues within TAT

OTP

E. Educational and Experience Requirements

Education Mandatory : Graduate in any discipline

Experience Minimum 10 years as flying Crew with at least 2 years as Infight Manager| Check Crew. Or : from the hospitality industry, having worked as Asst Manager of frontline dept for at least 5 years.

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