Lucy Rocha

• Accomplished airline professional with a career marked by success spanning 36 years in the ever evolving airline industry. Leading & implementing projects for the airline to transition from a world of manual documentation, static information filing and multiple fragments required to fulfil and service bookings to one that is electronic, robust, dynamic, intelligent and flexible to ensure efficient customer satisfaction, compliance of industry mandates & standards and maximisation of revenues. Formulating, documentation and distribution of policies, procedures and processes that meet with IATA, DGCA, TSA, US DOT, EURO and other statutory standards/mandates for the airline, travel trade, GDS, interline and codeshare partners including the website. Identify, assess and monitor the risks to compliance with regulations and industry standards. Create necessary internal controls to assure that the airline complies with those obligations, and monitoring those controls to confirm they’re effective on an ongoing basis. Devise and coordinate User Acceptance Testing (UAT) on the PSS and other automated systems, verifying performance, reliability and fault tolerance issues. Creation of alternate solutions and work around processes that help its employees operate more efficiently, drive revenue and offer personalized traveller experiences. Lead Change Management Agent for new systems/technology, system upgrade, migrations and work very closely with relevant stakeholders for implementation. Data Collection of business requirements from relevant airline stakeholders for implementation of any new system / automation. Continuous improvement through feedback received from Guest Relations, Sr. Management, website, employees, OAL and the Call Centre. Creation of BRDs (Business Requirement Document) and FRDs (Functional Requirement Documents) for automated solutions from SABRE, 9W IT and external vendors Train The Trainers to ensure all trainers are updated/conversant with the new system/ policies and processes introduced for conducting staff training. In order to break down the silo mentality, identify the relevant stakeholders and conduct regular project update meetings and feedback sessions during implementation. Some of the key projects led and implemented: PSS System Migration from SITA to SABRE for JetLite (subsidiary airline) Filing of Tariff with CTA (Canada Transport Authorities) for flight services to or from Canada (including codeshares) Worked with SABRE to create a new “Buy on Board” ancillary model for Jet Airways Fare Class Realignment (FCR I and II) Revenue Management System PROS - Change Management Automated Exchange and Refund for the airline and GDS Set up and implemented codeshares for other airlines and bus/train services. Introduced and set up Ancillary for Jet Airways, JetLite & GDS– Seat Select, Excess Baggage Charges, Prepaid baggage, Buy on Board Meals, Online Upgrade and airport Upsell, Priority Advantage, Ticketing Transaction Fee & Credit Card Fee, UMNR charge
• Ancillary Implementation of Electronic Miscellaneous Document (EMD-A & S) for Jet Airways and GDS systems Implementation and continuous compliance of Baggage Rules of IATA Resolution 302, US Dept of Transportation and Canadian Transportation Agency No show management (both GDS partners and Jet Airways systems) Electronic Miscellaneous Documents for fees / charges (both Jet Airways and GDS systems, including filing of fees and charges) Seat Select (ancillary revenue) – differential seat pricing, point of sale, group bookings, 3PGH implementation of product start to end Ancillary Revenues for Jet Airways marketed / JetLite operated codeshare (both Jet Airways and JetLite) Stretcher Acceptance Policy - implementation on wide body aircraft & international flights Revenue Integrity for Jet Airways, JetLite and GDS. Goods and Services Tax (GST) implementation on fares, ancillaries & refunds in compliance with statutory requirements, Government of India. PRMD – Passenger with Disabilities and Reduced Mobility - Implementation of DGCA mandates.

• Jet Lead programme – 2005
• Sabre training in Seat Maps, Dynamic Schedule and Codeshare – 2004.
• International Fares and Ticketing, Basic - 2004
• Management Assessment & Learning Centre, Britz Management Consultants, South Africa – 2001
• Sabre ACSI training – 1998
• Train the Trainers Course with TIFR (Tata Institute of Fundamental Research) – 1996
• Train the Trainer Course with Speedwings, London – 1994
• Training conducted by Sabre in Reservations, Schedule Change, Table Maintenance and EPRs.
• International Fares & Ticketing (IAFD) – 1993

• Masters in Commerce, Business Management through University of Mumbai, 1990,
• Bachelor in Commerce, University of Mumbai, 1986

JIRA, MS Office Suite, Sabre, IBS, Airline, IT, Product Owner, Trainer, Recruiter

• Date of Birth: 10/12/62
• Nationality: Indian
• Marital Status: Married

English, Hindi, Marathi & Konkani