Manager – Services Excellence (BLR Airport)

Job Title: Manager – Services Excellence Location: Bengaluru Airport Department: Services Excellence Team About 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 & Compliance Implement 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-in Boarding Arrivals Transit / Transfer areas PRM handling Customer 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 Support Monitor customer experience performance for assigned BUs through: NPS scores Customer feedback and complaints Airline feedback and service quality indicators Identify 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 identification Corrective and preventive actions Defined timelines and ownership Track progress and validate effectiveness of implemented actions. Service Recovery & Continuous Improvement Support service recovery governance by reviewing service lapses, escalations, and repeated complaints. Ensure learnings from: Customer complaints NPS detractor analysis Airline 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 Compliance Monitor 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 standards AISATS customer-facing expectations Coordinate with Operations, HR, and BU teams to address non-compliance through coaching and corrective action plans. Audit, Monitoring & Quality Assurance Conduct and support regular Service Excellence audits covering: Customer experience delivery Grooming and behavioral compliance Service process adherence Prepare 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 Tracking Work with Learning & Talent Development and station training teams to: Share insights from audits, customer feedback, and service gaps Recommend targeted training interventions Support post-training effectiveness assessment through: Follow-up audits Customer feedback trends On-floor behavioral observation Stakeholder & BU Engagement Partner 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 & Coordination Support 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 co