Assistant Manager, Operations In-Flight Services

Assistant Manager, Operations ‎

• Report To

Manager Cabin Crew, In-Flight Services

• Position Summary

To lead and supervise cabin crew operations in alignment with company standards, regulatory requirements, and customer service excellence. This role requires a balance of operational oversight, performance management, coaching, and alignment with corporate values. This position involves collaborating with multiple teams to establish, monitor, and enhance performance metrics, processes, and standards to drive operational excellence.

• Key Accountability
• To plan, develop, implement, and ensure compliance of cabin crew with all operational policies, safety procedures, grooming standards, and regulatory requirements.
• To conduct investigations, provide feedback and recommend corrective actions on performance or misconduct issues.
• Oversee the reinstatement process for crew returning from maternity, long-term medical leave, no-pay leave, etc.
• Lead performance management and talent development initiatives, including regular feedback, coaching, and support for learning plans.
• Foster a positive and high-performance work culture through proactive engagement and communication.
• Lead improvement projects to enhance operational agility and cost-effectiveness.
• Assist in planning and executing department initiatives aligned with company strategy and operational goals.
• Lead improvement projects to enhance operational agility and cost-effectiveness.
• Build a positive team environment by addressing crew concerns, promoting teamwork, and managing generational dynamics within the workforce.
• Perform other duties as assigned by the Senior Manager Cabin Crew, In-Flight Services.
• Qualification & Working Experience
• Degree or alternatively a D2 rank in the field of customer service-related industries.
• Bachelor's degree in business administration, Management, or a related field (Master's degree preferred) with minimum 7 years of working experience.
• Diploma in any field of study with 10 years of working experience.
• Areas of Experience
• High interpersonal skill, resourceful, dynamic with good communication skill (verbal & writing skills) and good analytical skill. Familiar with Microsoft Office.
• Demonstrated expertise in evaluating existing operational processes, identifying inefficiencies, and implementing improvements to streamline workflows and enhance efficiency.
• Strong analytical skills with the ability to interpret data, identify trends and patterns, and generate actionable insights to drive performance improvements and decision-making.
• Personality Traits
• Detail-oriented
• Analytical
• Problem-Solving
• Ethical