Director of Inflight Services

2 weeks ago

Hyderabad, Telangana, India IndiGo Full time
Job Description:
  • As a key member of the IndiGo team, the Associate Director will lead cross-functional teams to drive operational excellence and customer satisfaction. This includes collaborating with departments to address issues like flight delays, roster needs, and technical issues.
  • The Associate Director will manage ongoing crew operations projects and contribute to their success, ensuring effective communication and understanding among crew members.
  • This role will drive improvements in on-time performance (OTP) and weekly performance numbers, working closely with Inflight Services to develop and implement strategies.
  • The Associate Director will lead the Inflight Services team, ensuring the delivery and exceedance of customer service, cost reduction, performance management, safety, and operational objectives while maintaining high standards of service.
  • This role will drive all new and existing project development and implementation to support operational excellence at the base and contribute to changing business needs.
  • The Associate Director will provide leadership to the Inflight Services team, ensuring strategies and future directions are communicated effectively.
  • This role will monitor and drive total accountability with individuals for achieving goals, including reducing customer complaints and increasing crew availability and customer compliments.
  • The Associate Director will create procedures, policies, and guidelines in line with corporate policies and IFS standards to ensure fair and consistent management of cabin crew and base team.
  • This role will set KRA's for attendance statistics and ensure accountability for achieving these results, implementing effective solutions for crew and base team.
  • The Associate Director will support and promote a culture of safety and security within the In-Flight Services Department.
  • This role will ensure all costs are kept within the IFS department budget, finding innovative ways to drive quality.
  • The Associate Director will be on-call when required to make high-level decisions to minimize operational disruption while considering crew welfare and team welfare.
  • This role will lead cabin crew promotional and development programs, supporting robust succession planning and managing an effective performance management program for cabin crew.
  • The Associate Director will drive performance management systems to ensure cabin crew are recognized as onboard and accountable and credible in their roles.
  • This role will drive all cabin crew incentives, rewards, and recognition programs to maintain and enhance cabin crew engagement.
  • The Associate Director will introduce new engaging initiatives at the base for cabin crew to deliver the highest levels of onboard customer service and be part of company culture.
  • This role will drive business change and progression across the cabin crew community, leading significant organizational change initiatives to support the business in a positive manner.
  • The Associate Director will monitor, plan, and develop the base team and drive a culture of excellence.
  • This role will coach and plan upskilling workshops as required.
  • The Associate Director will build strong and efficient rosters and plan for future demands.
  • This role will develop and enhance the skillset of the base team, introducing new learning initiatives.
  • The Associate Director will foster a self-learning attitude and showcase efforts in enhancing self-skillset.

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