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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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