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09/11 Avinash Ravi
Assistant Manager at Interglobe Aviation Ltd.

Views:772 Applications:80 Rec. Actions:Recruiter Actions:1

Indigo - Manager - Customer Services Training (10-15 yrs)

Gurgaon/Gurugram Job Code: 1177910

Job Description


Position Title : Manager Customer Services Training


Grade : C


Organization : IndiGo


Job Key Responsibilities :


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


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 organization


- 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 customers 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


Education and Experience Profile :


- 10 to 15 years experience with minimum of 10 years in training


- International airport operation experience of 7 years


- Content development certification is desirable


- IFS Training certifications

Women-friendly workplace:

Maternity and Paternity Benefits

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