JITHIN Kavulla purayil
BENGALURU
Summary
Dynamic operations leader with extensive experience at Air India, excelling in regulatory compliance and operational efficiency. Proven track record in enhancing customer experience and managing stakeholder engagement. Skilled in strategic planning and emergency response, driving significant improvements in service delivery and cost control.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Unit Head, Operations
Air India
Bengaluru
11.2024 - Current
- Ensured compliance with aviation regulations, airport policies, and company standards.
- Monitored ground handling processes for cost-effectiveness and operational efficiency.
- Led a team of operational staff and ground handlers to maintain high performance.
- Implemented strategies to enhance passenger experience and satisfaction.
- Managed airport suppliers to achieve targeted safety, compliance, and cost control outcomes.
- Oversaw legal contracts to ensure adherence to regulatory requirements.
- Conducted emergency response drills to prepare the team for critical situations.
- Reviewed contractor performance through regular evaluation meetings.
Airport Manager
TATA SIA AIRLINES (VISTARA)
Bengaluru
05.2015 - 11.2024
- Leading the team to deliver highest level of customer experience and satisfaction.
- Identifying and implementing new technologies that can improve efficiency, Security and passenger comfort.
- Ensure compliance of all regulatory, safety and security requirements, as required by the authorities and/or company polices.
- Organizing and Reviewing SLA monthly meeting with Ground handlers and other stakeholders for operation betterment (OTP, Station Ancillary Revenue etc)
- Contingency handling preparedness, encouraging and engaging other stations and stakeholders in a common platform to work continuous for improvements on BCP, local procedures and Incidents/Accidents handling.
- Review and revise the Emergency Response plan and Airport safety as needed.
- Liaising with all the Govt authorities like (DGCA, BCAS etc) for the smooth station audit facilitation.
- Developed strategic and operational plans for administrative operations.
- Monitor staff performance and develop improvement plans by setting goals and performance management.
- Represent the company in the community through public relations activities and participate in the AOC meeting.
Coordinator-Terminal Operations
GMR AIRPORTS
Hyderabad
12.2014 - 04.2015
- Manage and oversee all the terminal operations functions.
- Managing the terminal resources effectively to ensure seamless travel experience and convenience.
- Collecting the passenger loads from all the airlines to forecast the peak hours for resource management.
- Ensuring the highest standard of Airport is maintained at all the times in coordination with inter departments.
- Ensuring serviceability of equipment’s at the terminal building, which can enhance customer experience and the airline partners.
- Executing and coordinating the ASQ service audits.
Senior Customer Service Agent
AIR INDIA SATS Pvt Ltd
Bengaluru
10.2011 - 12.2014
- Managing the Airline check-In counter.
- Assisting the customers with their documentation for the International flights.
- Assisting the CREW members to clear the Immigration and Customers.
- Preparing ICAO-9 for Crew Clearance.
- Flight controlling activities.
- Ensuring the PDRM customers are assisted as per the Standard Operating Procedures.
- Ensuring seamless check-In experience for better customer satisfaction.
Phone Banking Officer
HDFC Bank Pvt Ltd
Bengaluru
01.2011 - 05.2011
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
- Coordinated referrals and escalations to obtain specialized support.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Supported team leader in improving operations and resolving issues to deliver top-notch customer service.
Education
Bachelor of Commerce - Accounting, Company Law, Business Law
KANNUR UNIVERSITY
KANNUR, KERALA, INDIA01.2010
Skills
Customer relationship management
- Operational efficiency
- Stakeholder engagement
- Customer experience improvement
- Emergency planning
- Regulatory compliance
- Strategic planning
- Conflict resolution
- Negotiation
- Operations management
- Expense control
Certification
- Advance Amadeus training program
- Negotiating favorable outcomes at stations
- Service excellence
- Safety management system and emergency response plan
- Ramp safety awareness program
- Caregiver program
- Basic aviation security awareness program
- Basic Dangerous Goods Regulations (Cat-09)
- People's manager
Timeline
Unit Head, Operations
Air India
11.2024 - Current
Airport Manager
TATA SIA AIRLINES (VISTARA)
05.2015 - 11.2024
Coordinator-Terminal Operations
GMR AIRPORTS
12.2014 - 04.2015
Senior Customer Service Agent
AIR INDIA SATS Pvt Ltd
10.2011 - 12.2014
Phone Banking Officer
HDFC Bank Pvt Ltd
01.2011 - 05.2011
Bachelor of Commerce - Accounting, Company Law, Business Law
KANNUR UNIVERSITY
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