Manager - Customer Service Training

IndiGo Customer Service

• Partner with Inflight and AOCS to develop new pedagogical tools for crew members
• Training of teams on new processes and SOP re-iterations
• Partnering with the IFS and Catering team for new possibilities for fine-tuning service standards
• Develop and manage project plans for training programs
• Design, review, and update training content (manuals, e-learning modules, SOP's) to ensure accuracy, relevance, and alignment with IndiGo standards
• Collaborate with cross-functional teams for smooth implementation of training projects and content validation

Customer Service

• Develop new initiatives to drive the processes across the network
• Manage changes in learning frameworks for customer service training for the airline
• Develop the internal customer service program for the airline

Training Delivery

• Deliver training for 18 days a month, along with required travel
• Conducting customer service refresher for IFS stakeholders and crew members
• Partner in Design and TNI

Training Management

• Managing IFS process and technical training - First Class training, Business Class training, Wine, Cheese and Alcohol training, Galley Loading Plans, Leadership Program, Cultural Diversity and International documentation,
• Own and enhance the customer service training of the IFS cadre for the organisation
• Manage training compliance on LMS (learning management system)
• Support and ensure seamless domestic and international service protocols
• Implement a revised annual refresher based on current operational trends
• Plan and conduct regular curative training

Customer Service Initiatives

• Drive learning engagements with ICoaches at bases
• Reviews of customer's voice to identify the areas of improvement and drive initiatives for the same
• Implement new training initiatives that enhance overall customer service delivery
• Ensure process reiteration through learning ICoaches across bases
• Launch of monthly Knowledge Enhancement assessment for IFS
• Regular feedback/assessment for flagship programs
• Weekly / monthly learning engagements for airports on service and international travel requirements

Compliance & Audits

• Ensure customer service training compliance as per CAR and the internal standard
• Ensure disability initial and refresher training compliance as per CAR
• Training of an adequate number of employees in accordance with business requirements
• Manage training compliance - IOSA/DGCA
• Participation and support during internal and external audits as per the requirement.
• Support the team during IOSA and DGCA audits
• Ensure 100% upload of training data and compliance on LMS
• Update and enhancement of ground training manual as per the requirement

Key stakeholder management

• Working in close coordination with IFS leaders to drive key initiatives and organizational goals
• Excellent networking skills within different teams (ops, marketing, flight ops, airport) to drive key projects
• Regular updates to leadership on the ongoing initiatives and campaigns
• Seeking feedback from stakeholders and leadership for continuous improvement
• Meetings and regular connects with internal stakeholders
• Publish regular compliance reports to business
• Bi-annual review of connect with stakeholders

Customer Experience Engagement

• Driving projects directly impacting customer experience for the organization
• Working closely and in alignment with campaigns initiated by MoCA
• Successfully drive customer engagement and cultural activities with the marketing team
• Support NPS initiatives across the network through the team of regional instructors
• Regular updates to the leadership team on the progress of various CE deliverables

Team management

• Responsible for the team that is dispersed across the network
• Accountable for ICoach that are from the bases with a dotted line to ifly
• Audit and develop the skills of the trainers

'At IndiGo we are committed to fostering an inclusive and equitable workplace. All employment decisions are made solely on the basis of merit and qualifications, without regard to a candidate's gender, race, color, religion, caste, creed, ethnicity, language, sexual orientation, marital status, maternity status, disability, or social and economic background'