Asif Ahmad Sofi
Deputy General Manager, Cabin Crew Performance
Bangalore
Summary
Professional Summary
Experienced aviation leader with over 19 years of progressive experience in cabin crew operations, performance management, and inflight services. Proven success in leading large multicultural teams, currently managing over 900 professionals. Demonstrated expertise in coaching, mentoring, and developing cabin crew to meet and exceed Key Performance Indicators (KPIs). Adept at implementing initiatives aligned with business goals, enhancing service delivery, and ensuring compliance with safety standards. Strong analytical and problem-solving skills, with a high level of ethical standards and attention to detail. Willing to relocate to Doha and contribute to Qatar Airways' mission of excellence.
ππ²π ππΆπ΄π΅πΉπΆπ΄π΅ππ:
- Over 08 years in cabin services supervisory roles, including 10+ years as Manager
- Mastersβs degree with additional diploma in Performance Management
- Experience as Cabin Crew and Performance Manager in legacy airline (Jet Airways India Ltd),Opportunity to work with Gulf Air and Etihad Airways for a brief period.
- Expertise in evaluating in-flight services, safety procedures, and product enhancements.
- Skilled in coaching, mentoring, and career progression planning.
- Strong command of English and business communication.
- Led cabin crew operations with a focus on compliance, process optimization, and efficient resource utilization.
- Implemented performance strategies using metrics like CSAT to boost crew morale and customer satisfaction.
- Built and nurtured high-performing teams through targeted recruitment, training, and recognition programs.
- Established Akasa Airβs Inflight Services Department, driving innovation and operational success in a startup environment.
- Collaborated with senior leadership to align crew deployment with strategic goals and elevate service delivery.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
5
5
Certifications
3
3
Languages
Work History
Deputy General Manager Cabin Crew OPS and Perf.
Akasa Air
04.2024 - Current
- Currently leading team of 900 plus professionals, including Senior Manager Inflight Services, Base Managers, Assistant Base Managers, Line Check Cabin Crew, Inflight Managers, Senior Cabin Crew, and Cabin Crew.
- I oversee performance management and operations as Deputy General Manager, ensuring seamless collaboration across roles to deliver exceptional in-flight experiences. Spearheading comprehensive performance reviews, I address any issues to maintain high standards aligned with company policies, fostering culture of excellence.
- Recognized for my ability to drive results, I directly manage crew recognition programs, and attendance, and reduce attrition levels, significantly enhancing team performance. I bring strategic vision to talent acquisition, managing recruitment processes to acquire top-tier talent and conducting workshops to foster skill development and career growth among team members.
- Utilizing metrics like Net Promoter Score (NPS), I gauge customer satisfaction and contribute to our overall success. With proficiency in Leadership, Talent Management, Conflict Resolution, Coaching, Performance Reviews, and Operations Management, I consistently drive operational excellence.
Senior Manager β Cabin Crew
Akasa Air
01.2023 - 03.2024
- Led diverse team of 900 professionals, including Base Managers (Performance Managers), Assistant Base Managers (Performance Officers and Briefing Officers), Line Check Cabin Crew, Inflight Managers, Senior Cabin Crew, and Cabin Crew.
- Fostered seamless collaboration among diverse roles, ensuring exceptional in-flight Guest Experience.
- Drove performance management and career progression within team.
- Conducted comprehensive performance reviews, addressing shortfalls in line with corporate processes.
- Led diverse projects, ensuring alignment with organizational objectives.
- Oversaw crew recognition programs, managed attendance, and reduced attrition levels.
- Managed internal and external recruitment processes, acquiring top-tier talent.
- Conducted workshops and training sessions to foster skill development.
- Utilized Net Promoter Score (NPS) metrics to enhance customer satisfaction.
- Proficient in Leadership, Talent Management, Conflict Resolution, Coaching, Performance Reviews, Project Management, and Operations Management.
- Consistently drove operational excellence and employee engagement.
Manager Cabin Crew
Akasa Air
01.2022 - 12.2022
- Integral member in establishing Inflight Services Department at Akasa Air, groundbreaking endeavor in startup airline's journey.
β’Collaborated closely with Vice President of Inflight Services in crafting and executing blueprint for department, ensuring alignment with airline's vision. - Team Leadership- Led dynamic team during startup phase, encompassing diverse roles such as Base Managers, Assistant Base Managers, Line Check Cabin Crew, and more.
- Operational Excellence- Orchestrated setup and implementation of robust policies, processes, and procedures, contributing to seamless operations of Inflight Services Department.
- Customer Satisfaction & Engagement- Focused on delivering an exceptional in-flight Guest Experience, actively managing Guest complaints, and utilizing innovative strategies to enhance customer satisfaction.
- Talent Acquisition & Development- Played a pivotal role in talent acquisition, conducting internal and external recruitment processes to assemble a high-caliber team.
- Start-up Agility- Thrived in fast-paced startup environment, demonstrating adaptability, strategic thinking, and resilience in overcoming challenges.
- Promotion to Senior Manager Inflight Services- Recognized for contributions to startup's success and promoted to role of Senior Manager Inflight Services. Currently leading team of 900 professionals, overseeing their development, and ensuring operational excellence.
Base Manager
Go First Airlines
05.2019 - 01.2022
- Spearheaded and managed dynamic team of 700-900 flight attendants, dedicated to delivering unparalleled customer experiences, optimizing inflight performance, and fostering streamlined career progression.
- Successfully executed comprehensive responsibilities including career development, impactful on-board coaching, adept conflict resolution, and execution of mid/annual performance reviews. Notably managed guest complaints, and devised and implemented policies, processes, and procedures to ensure operational excellence.
- Orchestrated seamless internal and external recruitment, project management, crew recognition, and meticulous attendance tracking, effectively managing attrition levels. Proactively conducted workshops and expertly addressed performance shortfalls in alignment with corporate disciplinary and HR processes.
- Elevated cabin crew engagement across division through innovative strategic initiatives.
- Demonstrated proficiency in diverse skill set including aviation, leadership, talent management, hospitality management, conflict resolution, coaching, performance reviews, project management, operations management, and employee engagement.
Assistant Manager Cabin Crew
Jet Airways India Ltd
04.2015 - 05.2019
- Led and supervised dynamic team of Inflight Managers/Cabin Supervisors and Line Check Crew, ensuring exceptional guest experience during flights, while also focusing on performance management and fostering career progression.
- Key responsibilities encompassed career development, on-board coaching, conflict resolution, conducting mid/annual performance reviews, managing guest complaints, and overseeing creation and implementation of policies, processes, and procedures.
- Demonstrated expertise in liaising with service partners, conducting internal and external recruitment, and efficiently managing projects. Adept at recognizing and appreciating crew through strategic initiatives, including crew recognition programs, attendance tracking, and addressing attrition levels. Conducted workshops to enhance team skills and managed performance shortfalls under corporate disciplinary and HR processes
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
Cabin Supervisor
Jet Airways
01.2013 - 03.2015
- Demonstrated proactive leadership as onboard leader, prioritizing performance discussions and documentation throughout year
- Ensured consistent adherence to company-defined conduct, uniform standards, and service delivery
- Accountable for safety and compliance, including training and recurrent exams, while maintaining high service standards.
Cabin Crew and Senior Cabin Crew
Jet Airways
07.2006 - 12.2012
- Performed pre-flight duties, informed passengers of safety procedures, and ensured comfortable and safe onboard experience
- Responsible for in-flight service, duty-free sales, and passenger assistance
- Demonstrated safety and emergency procedures and resolved passenger situations during flights
- Facilitated communication between flight deck and cabin crew for smooth operations.
Education
Diploma - Performance Management
Indian School of Business Management
Hyderabad 09.2016 - 09.2017
Master of Science - Science
Bangalore University - The Oxford College of Science
Bangalore 09.2003 - 06.2005
Skills
Performance Management
Operations Management
Team Management
Project Management- Fundamentals
Cross-functional Team Coordination
Leadership and team building
Relationship Building
Problem Resolution
Strategic Planning
Employee Development
Motivation
Certification
ISO 10K (Internal Auditor - Compliant Handling based on ISO10002 Guidelines) β TUV SUD, Apr 2024
Timeline
Deputy General Manager Cabin Crew OPS and Perf.
Akasa Air
04.2024 - Current
Senior Manager β Cabin Crew
Akasa Air
01.2023 - 03.2024
Manager Cabin Crew
Akasa Air
01.2022 - 12.2022
Base Manager
Go First Airlines
05.2019 - 01.2022
Diploma - Performance Management
Indian School of Business Management
09.2016 - 09.2017
Assistant Manager Cabin Crew
Jet Airways India Ltd
04.2015 - 05.2019
Cabin Supervisor
Jet Airways
01.2013 - 03.2015
Cabin Crew and Senior Cabin Crew
Jet Airways
07.2006 - 12.2012
Master of Science - Science
Bangalore University - The Oxford College of Science
09.2003 - 06.2005
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