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Summary

A focused leader with over 24 years of progressive expertise in operations with significant concentration in effectively managing quality, logistics, business strategies, budgets and stakeholders for leading organisations . Strong track record of bottom line responsibility for business and performance management. An inspiring cultural and change agent leader.  

core competencies

 

Executive Leadership,Flight Operations,Strategic Planning,Change Management, Recruitment's & Training's,Key Accounts Management,Performance Management,Resource Optimization,Budgeting & Cost Control,Negotiations & Contracts,Customer Satisfaction,Inspections & Compliance's,Vendor Management,Liaising & Coordination

Work History

Head-Guest Services

Club One Air
2017Present

Club One Air is one of India's oldest and largest luxury air charter company. We own a fleet of jets that cater to corporate India and individuals with exclusive taste. Our professional team with extensive aviation experience provide unparalleled safety, world class ground and in-flight services. Our pilots have considerable experience in the type of aircraft we operate. Club One Air is the only Indian company with operational base in Delhi & Mumbai.

We have been certified by Wyvern and Hart aviation for aviation safety and service. Our constant endeavour focused on service and safety has made us a household name amongst CEO's of fortune 500 companies, heads of state, film stars and world leaders.

 

Club one Air stands for safety, speed, courtesy, proficiency and well being. These values have placed Club One Air into the elite list of top-notch charter aviation companies worldwide.

Vice President-Customer Airlines

Air India SATS Airport Services Pvt Ltd
20132016

Air India, India's flag carrier, in consortium with SATS Ltd, Singapore's leading provider of gateway services and food solutions; have set up a 50-50 Joint Venture Company, Air India SATS Airport Services Private Limited (AISATS), to provide integrated ground handling and cargo services across India.

Provide leader ship and result orientation to Airport Services including the following key responsible areas

Passenger Services

End to end Terminal Services Operations starting from passenger arrival at

Airport to boarding leading a team of over 700 staff

Spearheading Special Handling Unit which provides personalized and

customized services to HNI and VVIP’s, Diplomats and Young Travelers

Develop and implement Customer Retention best practices

Represent AISATS at all levels at industry meetings including AOC and local

governmental departments.

Leadership Development

Process Improvement

Administration

Workforce Planning and Optimization

Performance Management

Channelize steady improvement to get maximum potential and build excellent customer service to gain greater market penetration

Contracting and Procurement of New Clients

Leading operational discussion for SGHA/SLA along with marketing team for procuring new clients.

Support the development of proposals to include RFX and tenders

Asst Vice President-Customer Airlines

Air India SATS Airport Services Pvt Ltd
20102013

As the first local management recruit of AISATS Delhi team my responsibilities included the following

Setting the daily strategy of flight handling and execution for the initial set of customer Airlines 

Leadership of daily operations

Planning for regular and irregular operations

Customer Satisfaction/Service recovery

Communication between OCC, Finance, and Marketing 

Supervise OCC Staffing and training requirements

Identify and ensure compliance with specific customer training requirements and records

Conduct performance evaluations of staff

Interface with all departments to meet agreed SLA with clients

Maintain highest level of customer quality care

 

Head of Operations

City Vacations Pvt Ltd
20092010

Managing the end-to-end interactions with customer across the life-cycle of a UK call centre with following activities

Overseeing back end operation of clients (International-UK) related to reservation, ticketing, hotel booking and car rentals.
Ensure SLA commitments with regards to AHT, speed of answer, Quality and Turnaround is monitored and met at all times for the units handled.
Resolve escalated queries in time of all units (Web Booking, SALES, and FARES)
Involved in managing the team of Center Managers & Travel Sales Support Associates.
Analyzing the customer behaviour by constant monitoring of Calls per customer, type of calls, Repeat callers, First call resolution calls.
P&L responsibility for business including targets to be achieved in collaboration with Sales teams
Keeping a check on all Teams Performance on monthly basis & setting Monthly Sales Target for Service Agents.

Head of Projects-India

Grimus Group Pvt Ltd
20072009

Responsible for deployment of North American projects in India

Managing all functional aspects of Service Management

Define and plan the achievement of goals and objectives

Monitor customer contacts

Ensure Project Quality Control

Dy. Airport Manager

Air Canada
Oct 2003Jun 2007

To assist Station Manager on ongoing action plan for service improvements; adapt all possible methods to achieve/exceed the set targets.

Managed daily operation of the airport from scheduling appropriate number of staff to overseeing and participating in staff hiring and development. 

Liaising with Service Providers to ensure that best efforts taken in promoting Air Canada brand.

Liaising with internal/external sections/departments such as Engineering, Catering, Commercial, Flight Operations, Cargo, Finance, Procurement and Training towards achieving/exceeding targets.

Ensured that staff are guided to adhere to all laid down procedures/regulations/standards & agreements affecting passenger, ramp, baggage, cargo, weight and balance as specified in the manuals, regulations and directives.

Ensured a high standard of safety and security for staff, passengers, baggage, cargo, mail, aircraft and company property.

Maintained documentations pertaining to staff administrative matters and recommend recruitment, promotions or dismissal of staff when deemed necessary.

Monitor handling activities of ramp duties, with special emphasis on cabin cleaning.

Ensured that company regulations are followed with regard to lost/found/damage baggage and that the time factor in this connection is not exceeded.

Implemented action plan for delayed flight and accomplish all the necessary steps in accordance with the laid-down procedure and ensured maximum attention and care provided to all passengers.

Adapted instructive guidelines for oversold flight with action plan – over-sale, briefing to all staff and coordination with GHA for implementation.

Present Monthly Reports to Station Manager, detailing relevant to airport services performances against KPIs, Customer Services Delivery Standards and Staff issues.

Responsible for station Emergency Response Plan

Airport Supervisor

Swiss International Airlines
May 2002Sep 2003

Managing the daily operation and acting as a liaison between airport service providers, government agencies and authorities and senior management

Providing inputs and recommendations to management regarding short and long-term service improvements and changes

Acting a primary contact and liaison person for all areas of the Swiss Airlines airport operation at the station

Assisting in response to any emergency or a major operational disruption affecting Swiss Airlines.

Proving inputs and suggestions on process improvements to enhance service delivery standards

Performing personnel administration for direct reports, including selection of GHA team, training, performance , employee development and taking affirmative action.

Duty Manager for Swissair

Cambata Aviation Pvt Ltd
Nov 1992May 2002

Responsible for directing and driving a force of 30 + staff being the overall in charge of entire flight operations.

Set up the service quality reporting structure and formats for monitoring the service.

Performance appraisal of team and counseling for performance and competence in conformance with goals.

Establish good liaison between the airline and organization.

Providing guidance and support to the load control team for scheduled and non-scheduled flights.

Headed Load Control department and imparting local training of weight and balance.

Authorized with licence for conducting  load control functions of  airlines such as (SR, GF, SAS,OZ,ET,MH,TG & LX)

Supervision of ramp functions in areas such as unloading, loading and baggage sorting.

Key Accomplishments

  • Successfully set up a Weight & Balance department for  AISATS DEL which caters to over 11 customer airlines
  • Spearheaded an Operations Control Unit for  AISATS DEL which serves as the nerve center ensuring efficient flight handling at all times
  • Set up a Charter Handling Division for  AISATS DEL
  • Implemented a Meet & Greeter Services Unit for  AISATS DEL

  • Led pilot projects of Airport Metro Express Check in at  IGI Airport,T-3,India

  • Consistently Secured Best Station performance for Y14 & 15 for Customer Service Satisfaction for  Singapore Airlines

    • Secured Best Station performance(International) in FY12-13 for Customer Service Satisfaction Survey for  All Nippon Airways
    • As a start up team member compiled the India Edition of the Security Manual (as applicable to foreign airlines) for  Air Canada ,which was approved by the Bureau of Civil Aviation Security of India.

    • Consistently achieved 95% Station On-Time Performance(2003-2007) for  Air Canada
    • Accorded TCS Award by RVP West Asia & Africa ,Singapore Airlines for Airport Operations Team Winner

    Education

    Bachelor of Commerce

    College of Vocational Studies, Delhi University
    Jul 1988Apr 1991