Job Title

Job Title: Manager – Services ExcellenceLocation: Bengaluru AirportDepartment: Services Excellence TeamAbout 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 Manager – Service Excellence is responsible for implementing, monitoring, and sustaining service excellence standards across assigned Business Units / stations of AISATS. The role ensures consistent execution of defined service standards, supports customer experience improvement initiatives, oversees service quality audits, drives closure of service gaps, and reinforces grooming, behavior, and brand compliance at the operational level. The position works closely with Operations teams, BU leadership, Training teams, and the central Service Excellence function.Key Responsibilities:Service Excellence Standards – Implementation & ComplianceImplement the AISATS Service Excellence framework and service standards across assigned locations / Business Units.Ensure consistent execution of service standards in customer-facing areas including:Check-inBoardingArrivalsTransit / Transfer areasPRM handlingCustomer assistance and frontline engagement Provide operational teams with clarity and guidance on service standards to prevent local interpretation or dilution.Support deployment of service excellence initiatives rolled out by the central function.Customer Experience Monitoring & NPS Improvement SupportMonitor customer experience performance for assigned BUs through:NPS scoresCustomer feedback and complaintsAirline feedback and service quality indicatorsIdentify recurring service gaps, behavioral issues, and station-wise trends impacting customer experience.Support Operations and BU Heads in preparing structured action plans with:Root cause identificationCorrective and preventive actionsDefined timelines and ownershipTrack progress and validate effectiveness of implemented actions.Service Recovery & Continuous ImprovementSupport service recovery governance by reviewing service lapses, escalations, and repeated complaints.Ensure learnings from:Customer complaintsNPS detractor analysisAirline feedback are translated into process improvements, behavioral corrections, and training inputs.Promote a culture of accountability and sustainable improvement at station and frontline levels.Grooming, Behaviour & Brand ComplianceMonitor grooming standards, uniform compliance, and service behaviour of frontline staff across assigned locations.Conduct regular observations and compliance checks to ensure alignment with:Airline brand standardsAISATS customer-facing expectationsCoordinate with Operations, HR, and BU teams to address non-compliance through coaching and corrective action plans.Audit, Monitoring & Quality AssuranceConduct and support regular Service Excellence audits covering:Customer experience deliveryGrooming and behavioral complianceService process adherencePrepare detailed audit reports highlighting gaps, risks, and improvement areas.Track audit action closures and validate sustainability of improvements over time.Escalate critical risks and repeat issues to the Head – Service Excellence.Training Alignment & Effectiveness TrackingWork with Learning & Talent Development and station training teams to:Share insights from audits, customer feedback, and service gapsRecommend targeted training interventionsSupport post-training effectiveness assessment through:Follow-up auditsCustomer feedback trendsOn-floor behavioral observationStakeholder & BU EngagementPartner closely with Station Managers, Operations leaders, and BU Heads to embed service excellence into daily operations.Act as the primary Service Excellence contact at assigned locations.Provide structured insights, trends, and observations to the central Service Excellence team.Team Support & CoordinationSupport and guide Service Excellence Officers / Auditors deployed at stations.Ensure clarity on roles, audit plans, service expectations, and reporting requirements.Contribute to building a disciplined culture of service quality, professionalism, and continuous improvement.Qualification Experience:Graduate / Postgraduate in Hospitality, Aviation, Business Management, or related field8–12 years of relevant experience in customer service, service quality, hospitality, aviation, or airport operationsPrior exposure to airline or airport service environments preferredExperience in audits, training support, or service improvement roles is an advantage