Job Title: Assistant Manager – Services ExcellenceLocation: DELHIDepartment: Human Resources - Services ExcellenceAbout 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 Assistant Manager – Service Excellence supports the implementation, monitoring, and sustainment of service excellence standards at assigned stations / Business Units of AISATS. The role focuses on execution support, on-ground monitoring, audits, customer experience feedback analysis, grooming and behavioral compliance, and follow‑up of service improvement actions, working closely with Operations teams and the Service Excellence function.Key Responsibilities:1. Service Excellence Standards – Execution SupportSupport implementation of the AISATS Service Excellence framework and service standards at assigned locations.Assist in ensuring consistent execution of service standards across customer-facing areas, including:Check-inBoardingArrivalsTransit / Transfer areasPRM handlingCustomer assistance and frontline engagementProvide on-ground support to operations teams by clarifying service expectations and standard operating procedures.Support rollout of new service excellence initiatives communicated by the central team.2. Customer Experience Monitoring & ReportingTrack customer experience inputs for assigned stations, including:NPS scoresCustomer feedback and complaintsAirline feedbackAssist in identifying recurring service issues, behavior gaps, and process deviations impacting customer experience.Support preparation of basic action trackers capturing:Identified issuesProposed corrective actionsResponsible stakeholders and timelinesFollow up on action closures and share progress updates with the Manager – Service Excellence.3. Service Recovery & Improvement SupportSupport review of service lapses, customer complaints, and escalation cases at station level.Assist in documenting learnings from:Customer complaintsNPS detractorsAirline feedbackSupport translation of service failure insights into improvement suggestions and training inputs.Encourage frontline awareness and compliance with service recovery expectations.4. Grooming, Behaviour & Brand Compliance MonitoringConduct regular on-floor observations to monitor:Grooming and uniform complianceFrontline service behaviour and customer interactionReport grooming and behavioural gaps to Operations and station leadership.Support corrective measures through coaching discussions and follow-up checks.5. Audit, Monitoring & Quality Assurance SupportConduct Service Excellence audits as per defined audit calendars covering:Customer experience deliveryGrooming and behavioural standardsService process complianceDocument audit findings accurately and share reports with Manager – Service Excellence.Track agreed action points and conduct follow-up audits to validate closure and sustainability.Escalate repeat issues or critical risks through defined reporting channels.6. Training Alignment SupportShare observations from audits, customer feedback, and on-ground assessments with station training teams.Support identification of training needs based on observed service gaps.Assist in post-training follow-ups through observation and audit validation.7. Stakeholder CoordinationWork closely with Station Managers, frontline supervisors, and operations teams to support service excellence initiatives.Act as a service excellence support contact at assigned locations.Provide regular updates, observations, and inputs to the Manager – Service Excellence.8. Team & Operational SupportSupport coordination of Service Excellence Officers / Auditors at station level.Assist in maintaining audit schedules, reports, trackers, and documentation.Contribute to fostering a disciplined, professional, and customer‑focused service culture.Qualification Experience:Graduate / Postgraduate in Hospitality, Aviation, Business Management, or related field5–8 years of relevant experience in customer service, hospitality, aviation, airport operations, or service quality rolesExposure to airline or airport service environments preferredExperience supporting audits, training activities, or service improvement initiatives is an advantage
Job Title
Assistant Manager – Service Excellence