Neeraj Singh
Summary
Versatile experience of more than 18 years with Air India in leading strategic development, optimisation, and digital transformation of technology systems supporting operational excellence. Skilled in regulatory compliance, process automation, and enhancing customer experience through innovative solutions. Strong background in stakeholder collaboration, system integration, and team leadership to drive continuous improvement and efficiency.
Overview
18
18
years of professional experience
Work History
SENIOR MANAGER – AIRPORT SYSTEMS
Air India Ltd.
11.2023 - Current
- Responsible for overseeing strategic development and continuous improvement of all airport systems, including Departure Control Systems (DCS), Common Use Passenger Processing Systems (CUPPS), CUTE, AI Smart and other airport operations technology.
- Focuses on building a cohesive and innovative approach to technology solutions that enhance airport operations and passenger experience.
- Provide leadership and strategic direction for the development and optimization of airport systems, ensuring alignment with overall business objectives.
- Oversee the implementation and maintenance of all airport system projects, ensuring they are delivered on time, within budget, and to the required quality standards.
- Serve as the principal liaison across relevant departments – airport ops, airport management, ground handling agencies, finance, commercial, and D&T team to build a strategic plan for ensuring airport ops system efficiency.
- Monitor and evaluate technological trends and advancements in airport systems to identify opportunities for innovation and improvement.
- Develop and maintain strong relationships with all stakeholders, including technology providers, regulatory bodies, and airport departments, to facilitate effective collaboration and system integration.
- Manage, mentor, and develop a team of airport system specialists, setting clear goals and performance metrics to achieve operational excellence.
- Star Alliance coordinator and SPOC for Airport operations.
HEAD - PERFORMANCE MANAGEMENT & GH SLA
Air India
01.2022 - 10.2023
- Performance management and monitoring on domestic and international sectors.
- Enforcement of IATA SGHA and SLA.
- Ensure compliance with SOP and Regulatory requirements.
- Handling of special projects and automation of GH activities.
- SPOC in the transformation projects of the GH partners to achieve a world-class passenger service.
- Star Alliance coordinator of GH.
- Formulation of SOP in a periodic manner to fulfil the operational and regulatory requirements.
- IATA Prorate officer for interline baggage claim.
- Ensure recovery of SLA deductions due to service deficiencies.
- Nodal GH officer of Flight Disruption Management (Delayed, Cancellation of flights, and Denied Boarding).
- Nodal GH officer for compensation policy for service recovery of passengers.
- Procurement of special items required for airports.
- Working on the SBH (Star Baggage Hub) project for real-time tracking of passenger baggage in a mobile APP.
- Strengthening APM to find out the meaningful solutions for gaps in passenger services.
AGM GROUND HANDLING
Air India Ltd
01.2020 - 12.2022
- Worked with coworkers to complete tasks.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Responded quickly to meet customer needs and resolve problems.
SENIOR MANAGER - GH
Air India Ltd
12.2015 - 01.2020
- Successfully managed and developed a team of 15+ employees, demonstrating strong leadership skills.
- Worked with senior management on strategy development and execution planning.
- Utilized effective communication techniques to build relationships with stakeholders at all levels of the organization.
- Single handed establishment of ULD Control Cell for monitoring of ULD pan network and to ensure the regulatory compliance, EASA, FAA, DGCA etc.
- Design of SLA performance parameter and monitoring pan network.
- Monitoring of GH operations.
MANAGER - GH
Air India Ltd
01.2012 - 12.2015
DY. MANAGER - GH
Air India Ltd
08.2007 - 12.2011
- Shift Ops manager of Ground ramp handling.
- Managing the resources such as manpower and Ground support equipment for self-ground handling of AI flights.
- Third party ground handling, foreign aircrafts as per agreed SGHA /SLA for creating revenue.
Education
B.E. - MECHANICAL ENGINEERING
Govt. Engineering College
Jabalpur, MP05.2004
Skills
- Automation of operational workflows
- Ground Handling Proficiency
- Enforcement of SGHA and SLA
- Crisis Management Strategies
- Compliance with IATA standards
- Regulatory compliance expertise
- Risk assessment in safety protocols
- Implementation of SMS frameworks
- Collaboration with Star Alliance Partners and IATA
- Membership in IATA
- Expertise in the Star Alliance VEC process
- Management of IRROPS scenarios
- Stakeholder Management
- Transformation initiatives for customer experience
- Initiatives for digital transformation strategies
- Adoption of best practices, procedures, and Standards
Accomplishments
- Recognised by CEO, Mr Campbell, for developing app for real-time tracking of checked-in baggage in collaboration of IATA and Star Alliance.
- Cash Award & CMD Appreciation (2019) for developing a real-time aircraft unserviceable seat tracking portal, saving ₹100+ Cr annually; featured in Hindustan Times.
- Key contributor to Vande Bharat Mission (2020), repatriating 2.5 lakh+ Indians across 53 countries and operating 100+ cargo charters; commended by Commercial Director.
- Sole ULD Controller during pandemic, recognized for securing free ULD containers from Korea Air for medical supply transport.
- Honoured with the Outstanding Performer Award (2014) and multiple commendations for innovations in Tarmac Coaches and Motor Transport Workshop operations.
- Appreciated for successful Star Alliance Audit (2019) and EASA Safety Compliance (2016) with zero findings; praised by IATA Chief.
- Recognized for luxury coach design (2015) and contributions to Star Alliance induction (2014), personally appreciated by CEO Mark Schwab.
- Selected as Instructor (2013) for Ground Handling Officers/Operators.
Projects
- AI Smart - OSS digital platform for the entire operations ecosystem
- Ground time gain and loss analysis for AI network to improve aircraft utilization and network OTP efficiency
- Architect of an automated dashboard for zonal boarding adherence, mishandled baggage, KPI scorecard, Pax analytics, etc., for analysis of the KPI of AOD
- Mobile FM - implementation across the network for load distribution, ULD creation, and secure communication
- AOD Portal - Effective SLA management, regulatory authority compliance, digital repository of L& F.
- Star Baggage Hub – Co-development of application with Star partners like LH, UA, SQ etc for real-time tracking of baggage journey.
- ABC service recovery tool for MHB handling, Advance PIR, instant compensation and reunion of baggage. IATA BIX project in collaboration with leading carriers, EK, UA AA, AS, LH etc.
Audits
- Represented the AOD/GH during the IOSA audit faced by Air India in 2018.
- Entrusted by leadership as SPOC from Operations for leading and managing Air India's Star Alliance Full Carrier Audit in 2024 post pandemic coordinating with all stakeholders like D&T, Branding, Marketing, Safety, CX, and others.
- Represented GH during the Star Alliance Full Carrier audit in 2019 lead by Commercial team.
Timeline
SENIOR MANAGER – AIRPORT SYSTEMS
Air India Ltd.
11.2023 - Current
HEAD - PERFORMANCE MANAGEMENT & GH SLA
Air India
01.2022 - 10.2023
AGM GROUND HANDLING
Air India Ltd
01.2020 - 12.2022
SENIOR MANAGER - GH
Air India Ltd
12.2015 - 01.2020
MANAGER - GH
Air India Ltd
01.2012 - 12.2015
DY. MANAGER - GH
Air India Ltd
08.2007 - 12.2011
B.E. - MECHANICAL ENGINEERING
Govt. Engineering College