Assistant Manager – Service Excellence

About the role

The Assistant Manager – Service Excellence will support the implementation, monitoring and sustainment of service excellence standards across assigned stations of AISATS. Working closely with operations and the Service Excellence function, the role ensures consistent delivery of customer‑facing standards and drives continuous improvement.

Key responsibilities

• Support implementation of the AISATS Service Excellence framework and standards at assigned locations.
• Ensure consistent execution of service standards across check‑in, boarding, arrivals, transit/transfer areas, PRM handling and customer assistance.
• Provide on‑ground support to operations teams by clarifying service expectations and SOPs.
• Roll out new service excellence initiatives communicated by the central team.
• Track customer experience inputs such as NPS scores, feedback, complaints and airline feedback.
• Identify recurring service issues, behavior gaps and process deviations impacting customer experience.
• Prepare and maintain action trackers with identified issues, corrective actions, responsible stakeholders and timelines.
• Follow up on action closures and share progress updates with the Service Excellence Manager.
• Support review of service lapses, customer complaints and escalations at station level.
• Document learnings from complaints, NPS detractors and airline feedback and translate insights into improvement suggestions and training inputs.
• Encourage frontline awareness and compliance with service recovery expectations.

Required profile

• Experience in implementing service standards within an aviation or ground‑handling environment.
• Ability to work closely with operations teams and analyse customer experience data.
• Strong attention to detail and capability to track and follow up on improvement actions.

Required skills