Assistant Manager – Service Excellence

Job Title : Assistant Manager – Services Excellence Location : DELHI Department : Human Resources - Services Excellence About Air India SATS Airport Services Private Limited : AISATS, a leading gateway services provider in India, is a 50-50 joint venture between Air India Limited (a part of the TATA Group) and SATS Ltd., one of the world’s largest providers of air cargo handling services and Asia’s leading airline caterer. ‘AISATS’ is defined by its people – they are our greatest strength. Their commitment to seamless delivery and customer delight is what enables us to fulfil our brand promise of service excellence. This has been the hallmark of our business for more than a decade.

With deep domain knowledge of the aviation ecosystem, we offer end-to-end ground handling services such as passenger and baggage handling, ramp handling, aircraft interior cleaning, load control and flight operations, and cargo handling services for general, perishable, transshipment, express courier and special cargo. Role Overview : The Assistant Manager – Service Excellence supports the implementation, monitoring, and sustainment of service excellence standards at assigned stations / Business Units of AISATS. The role focuses on execution support, on-ground monitoring, audits, customer experience feedback analysis, grooming and behavioral compliance, and follow‑up of service improvement actions, working closely with Operations teams and the Service Excellence function.

Key Responsibilities : 1. Service Excellence Standards – Execution Support Support implementation of the AISATS Service Excellence framework and service standards at assigned locations. Assist in ensuring consistent execution of service standards across customer-facing areas, including: Check-in Boarding Arrivals Transit / Transfer areas PRM handling Customer assistance and frontline engagement Provide on-ground support to operations teams by clarifying service expectations and standard operating procedures.

Support rollout of new service excellence initiatives communicated by the central team. 2. Customer Experience Monitoring & Reporting Track customer experience inputs for assigned stations, including: NPS scores Customer feedback and complaints Airline feedback Assist in identifying recurring service issues, behavior gaps, and process deviations impacting customer experience. Support preparation of basic action trackers capturing: Identified issues Proposed corrective actions Responsible stakeholders and timelines Follow up on action closures and share progress updates with the Manager – Service Excellence. 3.

Service Recovery & Improvement Support Support review of service lapses, customer complaints, and escalation cases at station level. Assist in documenting learnings from: Customer complaints NPS detractors Airline feedback Support translation of service failure insights into improvement suggestions and training inputs. Encourage frontline awareness and compliance with service recovery expectations. 4.

Grooming, Behaviour & Brand Compliance Monitoring Conduct regular on-floor observations to monitor: Grooming and uniform compliance Frontline service behaviour and customer interaction Report grooming and behavioural gaps to Operations and station leadership. Support corrective measures through coaching discussions and follow-up checks. 5. Audit, Monitoring & Quality Assurance Support Conduct Service Excellence audits as per defined audit calendars covering: Customer experience delivery Grooming and behavioural standards Service process compliance Document audit findings accurately and share reports with Manager – Service Excellence.

Track agreed action points and conduct follow-up audits to validate closure and sustainability. Escalate repeat issues or critical risks through defined reporting channels. 6. Training Alignment Support Share observations from audits, customer feedback, and on-ground assessments with station training teams.

Support identification of training needs based on observed service gaps. Assist in post-training follow-ups through observation and audit validation. 7. Stakeholder Coordination Work closely with Station Managers, frontline supervisors, and operations teams to support service excellence initiatives.

Act as a service excellence support contact at assigned locations. Provide regular updates, observations, and inputs to the Manager – Service Excellence. 8. Team & Operational Support Support coordination of Service Excellence Officers / Auditors at station level.

Assist in maintaining audit schedules, reports, trackers, and documentation. Contribute to fostering a disciplined, professional, and customer‑focused service culture. Qualification Experience : Graduate / Postgraduate in Hospitality, Aviation, Business Management, or related field 5–8 years of relevant experience in customer service, hospitality, aviation, airport operations, or service quality roles Exposure to airline or airport service environments preferred Experience supporting audits, training activities, or service improvement initiatives is an advantage