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 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
Desired skills and experience:
15 to 20 years’ experience with minimum of 10 years in training
International airport operation experience of 7 years
IndiGo is India’s largest passenger airline with a market share of 54.3% as of January, 2021. We primarily operate in India’s domestic air travel market as a low-cost carrier with focus on our three pillars – offering low fares... Read More