Manager- Crew Support

Brief About the Role / Team / Candidate Requirement

To efficiently manage and resolve crew support issues by addressing complaints, queries, and suggestions. Provide strong leadership and mentorship to the team, driving continuous improvements in service quality and operational efficiency. The candidate must be data-driven, with the ability to use operational data, trends, and insights as an important factor in decision-making, performance tracking, and process improvement. Ensure all support activities adhere to SLAs, maintain high standards of support, and foster positive relationships with both crew members and internal staff. Develop and implement strategies to enhance team performance, optimize processes, and uphold the organization's commitment to excellence.

Qualification & Experience:

• Minimum of Bachelor's degree from a recognized university or professional qualifications in business and people management or equivalent.
• Completion or perusal of post-graduation would be an added advantage.
• Overall work experience of 10 years and above with a minimum four years' experience in crew management / operation in aviation.

Skill Set:

• Fluent in English with strong communication skills.
• Managed a team of 10 or more professionals.
• Knowledge of airline crew rostering system.
• Ability to work under pressure and manage rotational shifts.
• Advanced proficiency in Excel, PowerPoint, and MS Word.
• Expertise in advanced Excel capabilities including pivot tables, lookups, dashboards, charts, conditional formatting, and trend analysis for leadership-ready reporting.
• Ability to create interactive dashboards and basic working knowledge of Power BI for data visualization and analytics.
• Knowledge of aviation operations is a must.
• Ability to leverage AI tools responsibly to enhance efficiency, communication, and analytics.

Key Competencies:

• Strong analytical and problem-solving abilities.
• Data-driven approach with the ability to interpret trends, validate numbers, and convert insights into practical action plans.
• Excellent organizational skills and ability to manage multiple tasks.
• Effective at building relationships and leading teams.
• Experience in process evaluation and improvement.
• Strong leadership presence with focus on punctuality, professional conduct, grooming standards, and communication excellence.
• Ability to build a learning-oriented culture through cross-training and capability enhancement.
• Storytelling and data visualization expertise for creating executive-level presentations and dashboards.

Job Responsibilities:

• Deliver comprehensive support by addressing and resolving complaints, queries, and suggestions from Crew and internal staff efficiently.
• Build and maintain strong relationships with team members, stakeholders, and other departments through effective communication and collaboration.
• Ensure all tickets, requests, feedback, and queries are responded and monitored in accordance with the 48-hour SLA.
• Collaborate with various departments to resolve cross-functional issues and drive continuous process improvements.
• Conduct quality audits, analyze support processes, set service metrics, and implement changes to enhance overall crew support quality.
• Develop and implement Key Result Areas (KRAs) for team members, aligning their objectives with departmental and organizational goals.
• Conduct regular performance reviews, sharing feedback and performance updates with team members, and identifying areas for improvement and professional development.
• Manage departmental operations by overseeing daily tasks, coordinating projects, and ensuring timely completion of assigned responsibilities.
• Uphold a positive, transparent, and trustworthy image of iCare with clients, addressing their needs and concerns effectively.
• Stay current with the latest CAR and DGCA regulations to ensure compliance and integrate relevant updates into support practices.
• Demonstrate strong analytical, problem-solving, and organizational skills to address complex issues and improve processes.
• Exhibit leadership by managing and mentoring the team, fostering a supportive environment, and ensuring effective team performance, especially in the absence of higher management.
• Monitor team performance, analyze performance metrics, share regular updates with the leadership, and ensure targets are met. Provide coaching and support to enhance team capabilities and address any performance issues.
• Communicate updates, issues, challenges, and proposed solutions to senior leadership, ensuring alignment with organizational goals and facilitating informed decision-making.
• Ensure readiness for 24x7 operations by managing rotational shift requirements, team coverage planning, and operational contingencies.
• Drive punctuality, professional conduct, grooming standards, and high-quality communication within the team.
• Build a learning-oriented culture by promoting cross-training, skill development, and capability enhancement across functions.
• Analyze operational performance metrics including ticket volumes, SLA adherence, aging, reopen rates, quality scores, productivity trends, and recurring concerns to identify improvement opportunities.
• Leverage advanced Excel capabilities and create interactive dashboards using Power BI (basic level) to produce leadership-ready reports and analytical insights.
• Promote responsible adoption of AI tools to improve efficiency, enhance communication quality, support analytics, and reduce manual effort.
• Develop professional presentations, dashboards, and management reports with clear storytelling, meaningful insights, and visually effective content for senior leadership and EXCO reviews.
• Coach and guide team members on reporting standards, analytical skills, AI adoption, presentation effectiveness, and dashboard creation.