Manager - Customer Services 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

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 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 connections with internal stakeholders
• Publish regular compliance reports to business
• Bi-annual review of connecting 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:

• 10 to 15 years experience with a minimum of 4-5 years in training
• International airport operation experience of 7 years is desirable
• Content development certification is desirable
• IFS Training certifications