Airline Operations Manager (New Delhi - India)

Who We AreAPI is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our customers a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology and solutions to our clients then API may be a great fit for you!Summary/Objective: As part of API's strategic growth across the Asia Pacific (APAC) region, we are excited to introduce the role of Operations Manager, APAC. This key position supports our ongoing expansion, including the development of a new operations team in India, in alignment with our long-term business goals.The Operations Manager will be responsible for driving high quality operational outcomes for our airline customers, whilst exercising strong leadership to implement a range of operational improvements. This position has managerial responsibility for supervisors, operations agents, remote agents, client on-site agents, and other non-exempt team members within the APAC Operations team. This is a dynamic and hands-on role delivering a critical service to customers in a fast-paced environment, while spearheading the formation and growth of a team of 20+ members.The APAC Operations team provides 24/7 coordination and execution of client crew accommodation requests. In coordination with other departments, the Operations Manager ensures that the Operations team delivers efficient and timely completion of client requests while maintaining a strong focus on providing professional, courteous and friendly service to our valued customers.The Operations Manager facilitates problem resolution associated with planning, scheduling, systems and applications, as well as ensuring that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances. The Operations Manager will forge the development of APAC Operations in India, driving the establishment of enhanced planning, data-based decision-making, advanced analysis and process redesign as API builds its new operational framework.Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Ensures API’s operational performance meets contracted customer Service Level Agreement (SLA)Coaches and mentor Operations Supervisors and Operations team membersAnalyses issues that have potential impact on ACES dashboard application, and relays information to supporting departments, operations and account management, and other senior company management as appropriate. Reviews and recommends the most efficient hotel accommodation and/or transportation options to optimize use of resources to fulfil customer’s requirements. Reviews and recommends responses for issues which will require follow-up analysisEvaluates business options which can be taken to insure accommodation resolution in an effective and timely mannerRelays information and coordinates with necessary departments to initiate and implement required changes, coordinating with and updating senior management as necessary. Resolves operational issues affecting unconventional requests and evaluates overall impact of delays for accommodations and/or sold-out locations based on customer Service Level Agreement (SLA)Ensures current, accurate information and procedures are utilised. Addresses operations work methods and problems. Ensures the team has up to date information to carry out the responsibilities of their positions. Provides guidance to Operations team members during regular and irregular operations (IROPs). Serves as lead subject matter expert advising Operations staff on a variety of operational issues. Focal point for contingency planning during operational disruptions. Supports organisational policies and senior leadership through productive analysis and constructive suggestions. Provides operational input for daily senior management briefings as required. Examines and recommends changes to improve the quality and efficiency of the daily operational plan and execution of the daily schedule planProvides Operations team members with comprehensive qualitative quarterly audit feedback to include attendance updates, voice audit summaries, analysis of productivity levels against goals and summary communication of departmental and/or business newsSupports the management of daily transaction time, call answer rate and response time objectivesWorks closely with all supervisors and other operations management team to ensure open communication, consistency and workflowAccepts supervisory calls and chats, including customer escalations and take appropriate action to resolve issuesCompetencies Excellent strategic client relationship building skills with an ability to positively represent API to customers and suppliersStrong problem solving and analytical skillsResults driven with an ability to deliverNegotiation skillsStrong ownership and ability to multi-task and work well under strict deadlines, and fast-paced environmentSkilled at reviewing, designing and ensuring adherence to processesAttention to detail and the ability to produce high quality work is a mustExceptional verbal and written communication skills in English and HindiKnowledge of airline operations and business modelsStrong analytical skills and competency with Microsoft Office products, particularly ExcelProven leadership experience, including the ability to lead and motivate a teamPosition Type and Expected Hours of WorkThis is a full-time position, Monday - Friday core API business hours with flexibility to work evenings and weekends based on business/operational needs.Required Education And ExperienceMinimum Bachelor’s Degree or equivalent5 years of operational leadership managing teams, or similar transferrable experienceExperience in the hotel/airline/travel industry preferredCustomer service and client relationship background a strong plusWho We AreAPI is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!Other DutiesDuties, responsibilities and activities may change at any time according to business needs.The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).Work EnvironmentThis position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.AAP/EEO StatementAccommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.Powered by JazzHR1VSGWGsVe9