ANAS SHAFI
BANGALORE
Summary
Dynamic Duty Manager with extensive experience at Air India and Oman Air excelling in airport operations management and service quality assurance. Proven track record of exceeding performance expectations and enhancing guest satisfaction through strategic planning and strong leadership. Adept at implementing process improvements and monitoring KPIs to drive operational excellence.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Duty Manager
Air India
Bangalore
05.2023 - Current
- Directed overall operations to ensure smooth and efficient functioning while upholding safety and security standards and maximizing guest satisfaction.
- Oversaw overall station operations for passenger and cargo aircraft, enhancing service delivery and operational efficiency.
- Managed daily airport operations, ensuring compliance with safety regulations to maintain operational integrity.
- Implemented emergency response procedures to maintain airport safety standards.
- Achieved EXCEEDED EXPECTATION in all the appraisals ever since joining Air India.
- Received appreciation from Senior Management on completion of deputation at AI Bangkok, Thailand as Station Manager Deputy.
- Coordinating with Hub and authorities for aircraft and slot based on the demand of space for upgrading aircrafts.
Supervisor Airport Services
Oman Air
Bangalore
10.2013 - 05.2023
- Oversaw all airport operations, ensuring compliance with regulations and safety standards.
- Supervised daily operations to ensure efficient workflow and service delivery.
- Manage flight disruption in the most effective manner.
- Prevent and Manage flight disruption and irregularity.
- Led the station operations when the APM was unavailable.
- Coordinated irregular operations to ensure team awareness of the port's operational contingency plans.
- Addressed performance gaps with service providers to enhance service delivery.
- Carry out Quality, Service Checks on station performance, including provision of service by the service providers.
- Support APM to identify and mitigate safety and security risks, with emphasis on the use of suppliers.
- Support and drive improved customer satisfaction.
- Recognized and rewarded high-value customers to enhance loyalty and engagement.
- Evaluated final results to determine quality levels and isolate root causes of any identified faults.
- Ensure service providers are equipped with the latest emergency and accident plan and efficient in handling any Emergency and accident situation, irregular operations and other foreseeable airport contingencies.
Supervisor
AI SATS
Bangalore
07.2011 - 10.2013
- Supervised flight operations for 5 international airlines, ensuring compliance with safety and regulatory standards.
Managed operational coordination for Malaysian Airlines, Air China, Air Arabia, Air Mauritius, and Bangkok Airlines.
2. Air China,
3. Air Arabia,
4. Air Mauritius,
5. Bangkok Airlines.
Customer Service Agent
Oman Air
Trivandrum
03.2006 - 07.2011
- Resolved customer complaints with effective solutions to enhance satisfaction.
- Resolved customer complaints quickly and efficiently.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Collaborated with team members to enhance service delivery standards.
- Processed check-ins and boarding procedures efficiently for travelers.
- Coordinated with ground staff to ensure seamless flight operations for travelers.
- Maintained accurate records of passenger interactions to support service quality.
Airport Services Trainee
AIR INDIA
Trivandrum
10.2005 - 03.2006
- Coordinated daily flight operations with ground staff to ensure seamless service delivery.
- Managed passenger check-in processes and ensured compliance with airline policies.
- Executed boarding procedures and managed passenger flow to minimize delays.
- Supported baggage handling procedures to maintain timely connections.
- Recorded flight schedules and operational changes to support accurate information dissemination.
Education
Certification -
IATA/UFTA foundation&EBT
Montreal, Canadian01-2005
Diploma - Travel and Tourism, Standard Level
CAMBRIDGE
01-2004
Bachelor of Commerce -
University of Kerala
01-2004
Skills
- Airport operations management
- Guest services management
- KPI management
- Quality assurance
- Process improvement
- Conflict resolution
- KPI monitoring
- Process improvements
- Strategic planning
- Strong leadership
- Guest services
Certification
- Weight & Balance / Load & Trim
- B737-700
- B738-800
- A787 Dreamliner
- A330-300
- A330-200
- LOAD & TRIM, 2014, 2019
- SABRE LOAD MANAGER SYSTEM, 2017, 2019
- DGR CAT 10, 2014, 2018, 2020, 2022
- WORLD TRACER, 2009, 2014, 2022
- SABRE INTERACT, 2010
- RESERVATION & TICKETING, 2010
- HUMAN FACTOR, 2013, 2015, 2018, 2022
- SECURITY AWARENESS, 2015
- ERP TRAINING, 2016, 2017, 2020, 2021, 2022
- FIRE SAFETY AWARENESS, 2018, 2022
- AIRSIDE SAFETY, 2018, 2022
- BAGGAGE HANDLING, 2018
- OMAN AIR POLICIES & PROCEDURES, 2019
- SAFETY MANAGEMENT SYSTEM, 2016, 2019, 2020, 2022
- AVIATION SECURITY AWARENESS, 2020
- AIRPORT SERVICES & PASSENGER HANDLING, 2022
- CUSTOMER SERVICE, 2022
- RAMP AND AIRSIDE SAFETY, 2022
- FIRE SAFETY, 2022
- GRC ANNUAL AWARENESS, 2022
- I CARE, 2017
- GROUND OPERATION
- EU GDPR DATA PROTECTION, 2018
- PED WITH LITHIUM BATTERY, 2018
- SMART BAGGAGE, 2019
- WY BAGGAGE POLICY, 2018
- SINDBAD FFP, 2018
- RAMP AWARENESS, 2022
- TSA - The Transportation Security Administration. U.S.A
- International Doc Check - USA, UK, Australia, Canada, Schengen Etc
- Reservation and Ticketing
Milestones
- Professional with 21 + years of progressive experience in the Airline industry with almost all trainings and the skills in managing the team, handling airport operation, capitalize on passenger facilitation, conduct audits, making contracts with effective negotiation, clearing the bills and to manage all aspects of daily ground operational requirements.
- Achieved EXCEEDED EXPECTATION in all appraisal ever since joined Air India. And 4/5 in all Oman Air appraisals.
- Received appreciation from Senior Management on completion of deputation at AI Bangkok, Thailand as Station Manager Deputy in the 09th month from joining AI.
- Following a 6-month deputation at the Muscat station, I was extended an offer to join the Oman Air Hub in Muscat, despite not formally applying.
- Certified in almost all areas of Airport Operations without having any second attempts.
- Several appreciations and awards in various level of performance.
References
- Mr. Ganesh Kumar, Hub Head - DEL, Air India, +91 7709709532, ganesh.kumar@airindia.com, 02/06/25
- Mr. Suresh Kumar Pillai, Airport Serve Manager, Oman Air, Goa
Disclaimer
I hereby declare that the information given above is true to the best of my knowledge and belief.
Profile Description
Airport Duty Manager with over 21 years of extensive experience managing end-to-end airport operations across international and domestic hubs, ensuring safe, efficient, and on-time flight handling to the highest operational standards. Proven expertise in handling complex operational environments, including disruptions and emergency situations, while consistently maintaining safety, compliance, and superior customer service.
Holder of multiple industry certifications and professional qualifications, with a strong track record of operational excellence recognized through various awards and commendations. Highly skilled in leading and coordinating cross-functional teams across ground handling, passenger services, and security to achieve performance targets and enhance the overall passenger experience.
Demonstrates strong leadership, decision-making, and problem-solving capabilities, with a proactive approach to resource optimization, process improvement, and regulatory compliance. Known for driving operational efficiency and delivering consistent, high-quality performance in fast-paced airport environments.
Personal Information
- Height: 6'1
- Passport Number: R7119891
- Date of Birth: 05/27/84
- Nationality: INDIAN
Languages
English
Proficient (C2)
C2
hindi
Proficient (C2)
C2
Malayalam
Native
Native
kannada
Intermediate (B1)
B1
Tamil
Upper Intermediate (B2)
B2
Timeline
Duty Manager
Air India
05.2023 - Current
Supervisor Airport Services
Oman Air
10.2013 - 05.2023
Supervisor
AI SATS
07.2011 - 10.2013
Customer Service Agent
Oman Air
03.2006 - 07.2011
Airport Services Trainee
AIR INDIA
10.2005 - 03.2006
Certification -
IATA/UFTA foundation&EBT
Diploma - Travel and Tourism, Standard Level
CAMBRIDGE
Bachelor of Commerce -
University of Kerala