Assistant Manager – Service Excellence

About AISATS

Air India SATS Airport Services Private Limited (AISATS) is a major airport gateway services provider in India. It operates as a 50:50 joint venture between Air India Limited, part of the TATA Group, and SATS Ltd., a global leader in air cargo handling and one of Asia’s top airline catering companies. The organisation is built around its people, whose commitment to smooth operations and customer satisfaction has helped maintain a strong service excellence reputation for more than ten years. Leveraging deep knowledge of aviation operations, AISATS provides end-to-end ground handling solutions including passenger and baggage handling, ramp handling, aircraft interior cleaning, load control, flight operations, and cargo services for general, perishable, transshipment, express courier, and special cargo.

Role Overview

The Assistant Manager – Service Excellence is responsible for supporting the rollout, tracking, and long-term upkeep of service excellence standards across assigned stations or business units. The position centers on field-level execution support, audits, analysis of customer experience inputs, monitoring grooming and behavioural adherence, and following up on service improvement actions in close coordination with Operations and the Service Excellence team.

Key Responsibilities

• Help implement the AISATS service excellence framework and prescribed standards across assigned locations.
• Ensure customer-facing touchpoints maintain consistent service quality, including check-in, boarding, arrivals, transit or transfer areas, PRM handling, and frontline customer assistance.
• Support operations teams by clarifying service expectations and standard operating procedures on the ground.
• Assist in the deployment of new service excellence initiatives shared by the central team.
• Monitor customer experience data for the assigned station, including NPS results, customer complaints and feedback, and airline inputs.
• Identify recurring service concerns, behavioural shortcomings, and process gaps that affect customer experience.
• Prepare simple action trackers covering the issue, corrective steps, owners, and target timelines.
• Follow up on closure of action items and provide progress updates to the Manager – Service Excellence.
• Review service lapses, complaints, and escalation cases at station level and help document learnings from complaints, NPS detractors, and airline feedback.
• Convert service failure insights into improvement suggestions and training inputs.
• Promote awareness among frontline teams regarding service recovery expectations and compliance.
• Carry out regular floor observations to check grooming standards, uniform compliance, service behaviour, and customer interaction quality.
• Report behavioural and grooming gaps to Operations and station leadership and support corrective action through coaching and follow-up checks.
• Conduct Service Excellence audits as per the approved audit schedule across customer experience delivery, grooming, behavioural standards, and process compliance.
• Record audit outcomes accurately and submit reports to the Manager – Service Excellence.
• Track agreed corrective actions and perform follow-up audits to confirm closure and sustained compliance.
• Escalate repeated issues or serious risks through the defined reporting route.
• Share observations from audits, customer feedback, and on-ground reviews with station training teams.
• Help identify training requirements based on observed service gaps.
• Assist in post-training follow-up through observation and audit validation.
• Work closely with Station Managers, frontline supervisors, and operations teams to move service excellence initiatives forward.
• Serve as a local point of contact for service excellence matters at assigned locations.
• Provide regular updates, observations, and inputs to the Manager – Service Excellence.
• Support coordination of Service Excellence Officers and Auditors at station level.
• Maintain audit calendars, reports, trackers, and related documentation.
• Help build a disciplined, professional, and customer-centric service culture.

Requirements

• A graduate or postgraduate degree in Hospitality, Aviation, Business Management, or a related discipline.
• 5 to 8 years of relevant experience in customer service, hospitality, aviation, airport operations, or service quality functions.
• Prior exposure to airline or airport service environments is preferred.
• Experience assisting with audits, training programs, or service improvement initiatives will be an added advantage.

Additional Information

Location: Delhi, India

Department: Human Resources - Services Excellence

Employment type: Full-time, onsite.