AVP Cabin Services Training

Job Purpose

To overall in charge of all cabin services training including quality improvements through identification of crew performance gaps and determination of training needs through customer feedback and marketing insights.

To be responsible for providing leadership and direction in the areas of cabin crew training including curriculum design, training administration and training operations. The role oversees all trainee cabin crew and operating cabin crew who are undergoing training at the Air India Training Academy, including their performance, conduct and well-being whilst undergoing training.

Key Accountabilities

Strategic Activities

Developing and overseeing the implementation of training programs for cabin crew which align with the airline brand and service standards

Developing, implementing, and maintaining the Inflight service delivery standards, policies, and procedure

Developing new and regular update of training materials, including manuals, presentations, and e-learning modules

Evaluating the effectiveness of training programs and recommending improvements in curriculum design and/or training delivery

Keeping abreast with industry trends and regulatory requirements related to cabin crew training

Assessing training courses and amending / proposing new training programs where required, as part of continuous service improvement strategy

Bring up the training quality to a level that the airline is able to commoditise its training services to external organisations.

Training

Conceive & design the content for creation of training modules, e-learning, collateral, and other training material. This includes creation of instructor-led, virtual, self-learning and blended learning modules for the airline.

Regular review and maintenance of airline training materials in the AI group to align to product, procedural and/or regulatory changes.

Design and develop courses for external organisations to generate revenue. These may be off-the-shelf or customised programmes.

Ensures seamless collaboration and management of stakeholders, learning partners and business partners.

Oversee Trainer management and development, including conducting of TTT, trainer assessment and audits.

Ensure timely training of new recruits to be released to the line to meet operational requirements and ensuring recurrent training is carried out in timely manner.

Upkeep and maintenance of the cabin mock-ups and equipment.

Catering for practical training wet-runs – F&B, service equipment and soft furnishings at the mock-ups. Including the uplift for airline caterers and offload for disposal cleaning.

Obtaining training feedback and effects improvement to training quality.

Ensuring efficiency and cost-effectiveness in training activities, including monitoring of return on investment with respect to improvement in performance and productivity.

People and Team Management

In charge of new cabin crew joiners until they are ready to be released to line including their welfare and alignment to cultural norms and service values

Managing teams that track key data on in-person training sessions including list of attendees, presenters, and topics. Deriving actionable insights from the same

Lead, coach and mentor a Team of 50+ Cabin Services Trainers, Training Managers, and Training Operations, achieve their annual performance goals.

Projects

Ensure timely completion of deliverables pertaining to Transformation Projects: Introduce Specialised trainings to improve crew performance onboard: Leadership, F&B, Cross-culture, New AI branding.

Set-up of mock-ups at AI Training Academy including the infrastructure and process for catering from airline caterers.

Launch of cabin crew interest groups to engage crew, and build on crew’s capabilities to improve the customer experience. Eg sommeliers.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

Skills Required for the role

Good motivator

Strong Interpersonal skills

Team Building skills

Functional expertise

Competitor Awareness

Key Performance Indicators

Crew Readiness

Training hours/ Crew member

Cost of training

Customer satisfaction

Customer complaints

Revenue per course (External Organisations)

Key Interfaces

Leadership Interfaces

CEO & Board

Internal Interfaces

Commercial

Air India Training Academy

Safety, Security Training Depts

HR

External Interfaces

DGCA Representatives

Organisations that require training

Educational and Experience Requirements

Bachelor’s / Master’s degree from an esteemed university

Credentials from esteemed Cabin Crew institute

Minimum

Total 20 years work experience with 5 years managerial experience in training for an international full-service airline

Desired

Total 20 years work experience with 10+ years relevant managerial experience in Cabin crew Training; and 3 years managing a training school and/or providing customised training as consultant.