Job Details

Job Purpose

• Support the effective management and execution of Air India's cargo operations with a focus on meeting commercial objectives, and ensuring operational efficiency, safety, and high customer satisfaction.
• Collaborate across various aspects of international operations, including compliance with international regulations, management of ground handling agreements, and oversight of service level agreements and key operational metrics.

Key Accountabilities

• Oversee the monitoring of service level agreements and ground contracts, collaborating with customer service and compliance teams to align performance with commercial targets.
• Draft and disseminate operational policies and key performance indicators to ensure alignment with industry best practices.
• Analyze customer relationship management trends and gather market intelligence to uncover new opportunities and address operational gaps.
• Formulate strategies aimed at reducing operational costs and improving processing times, while minimizing damage occurrences.
• Ensure adherence to operating procedures and compliance with all relevant regulations.
• Promote full compliance with safety, security, and workplace health and safety regulations.

Skills Required for the Role

• Strong communication and interpersonal skills.
• Ability to collaborate effectively within a team and adapt to changing needs.
• Excellent analytical and problem-solving skills.
• Enthusiastic about continuous learning.
• Familiarity with international cargo operations.
• Sound understanding of regulatory compliance requirements.

Key Interfaces

Internal Interfaces

• Reporting directly to the RCM with regular operational updates and compliance status.
• Collaborating with the Head of International Operations on budgeting, financial planning, and staffing needs.
• Working with Commercial and Sales teams to ensure operational capabilities align with international sales strategies and customer service goals.

External Interfaces

• Coordinating with International Regulatory Authorities to maintain compliance with cargo handling regulations.
• Managing relationships with service providers and ground handling agents to ensure contract execution and service quality.

Educational Requirements

• Bachelor's degree in management, operations, economics, or a related field.

Experience Requirement

• Minimum of 5-7 years of experience in operations and customer service, with at least 5 years in a supervisory role.
• Preferred: 10 years of experience in supervisory roles within operations and customer service.