Sumit Singh Rathore
New Delhi,DL
Summary
Results-driven aviation specialist with 15+ years of experience in crew welfare, roster planning, crew scheduling and logistics, day of operations, flight operations, training planning and execution, ground handling, hospitality, and customer service. Proven track record of contributing to organizational growth strategy. Skilled in directing and improving operations through effective employee motivational strategies and strong policy enforcement. Possesses a deep understanding of best practices, market trends, and regulatory requirements within the industry. Analytical leader with a talent for business planning and problem-solving. Excited to embrace new challenges and opportunities to continuously enhance knowledge and skills within a growth-focused team. Talented manager with expert team leadership, planning, and organizational skills built during a successful career. Smoothly equips employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and a results-driven approach.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Deputy Welfare Manager -Inflight Services
AIR INDIA EXPRESS Limited
Gurugram
11.2024 - Current
- Crew Records & Documentation:
Ensured all crew personal files were maintained digitally and securely stored on shared drives for easy accessibility.
Regularly updated the Crew Performance database, including tracking Body Mass Index (BMI), Long NA codes, and base transfers in alignment with operational requirements.
Managed and maintained all Inflight Services (IFS) documentation, ensuring accurate version control by labeling documents as Master, Controlled Copy, or Superseded.
Oversaw formatting, proofreading, and accessibility compliance of cabin crew manuals, SOPs, and work instructions, ensuring professional presentation and readability.
Supported the Manager – Welfare in updating cabin crew-related manuals and documentation in line with organizational and regulatory requirements. - Performance Management & Employee Relations:
Compiled and coordinated Mid-Year and End-Year performance reviews (MYR/EYR) for all cabin crew.
Conducted crew performance reviews, identifying high achievers and developmental areas to support ongoing performance improvements.
Closed Employee Relation (ER) cases within stipulated timelines, ensuring confidentiality, fairness, and adherence to company policies.
Submitted departmental nomination sheets to the planning team in a timely and accurate manner. - Audit & Regulatory Compliance:
Assisted management during regulatory and internal audits, including DGCA, IOSA, and Safety audits, ensuring full compliance and documentation readiness.
Maintained all crew and departmental documentation to meet regulatory, quality, and internal standards—resulting in successful audits with zero violations. - Operational Efficiency & Cost Control:
Controlled departmental costs to remain within budget and support overall profitability.
Managed and monitored crew base transfers according to manpower planning and operational requirements.
Enhanced productivity by cross-training employees and maximizing agility across teams.
Mentored and motivated team members, tracking daily activities to ensure performance goals were consistently met.
Delivered multiple projects and administrative responsibilities within established timeframes through effective time management and coordination.
Associate Manager - Roster Planning (Lead)
AIR INDIA EXPRESS Limited
Gurugram
04.2022 - 10.2024
- Crew Roster Management:
Published monthly crew rosters in adherence to agreed timelines, ensuring legal compliance with flight duty time limitations (FDTL).
Conducted roster quality assurance via auto-run simulations in AIMS.
Performed regular validation checks to proactively identify potential delay factors.
Ensured even distribution of days off, balanced flying hours, and base-level average compliance across cabin crew members.
Standardized and managed standby codes (SBY, ASBD), including their integration into FDTL violation reports.
Planned and monitored medical and vaccination requirements within the rosters. - Compliance & Monitoring:
Monitored crew duty time limits and took corrective actions as needed to ensure legal compliance.
Issued compliance reports post-roster publication, including inefficiency, overtime, average hours, standby utilization, non-availability, and wraparound day analysis.
Sent pre-roster notifications to stakeholders regarding document expiry (Airport Pass, Medical, Availability) for proactive planning. - Operational Efficiency:
Developed legally compliant, cost-effective, and operationally productive crew pairings.
Built standby analysis dashboards to ensure coverage for unforeseen operational challenges.
Conducted FDTL sessions to ensure stakeholder awareness and compliance.
Highlighted resourcing constraints and created mitigation strategies pre-publication to avoid disruptions. - Cross-functional Collaboration:
Maintained continuous dialogue with departments including Cabin Crew, Flight Operations (Flight Deck Crew), Operational Control Center, Crew Scheduling, and Manpower Planning to align operations and resolve challenges collaboratively.
Ensured alignment with Network Planning to optimize coverage and efficiency during the planning phase. - Strategic & Process Improvement Initiatives:
Initiated process improvements based on deep operational data analysis, leading to enhanced productivity and efficiency.
Implemented cost-saving measures by optimizing crew utilization and reducing overtime.
Led and managed cross-functional projects from initiation through completion, ensuring alignment with strategic company goals.
Regularly conducted team meetings to track project progress, address roadblocks, and foster team collaboration.
Collaborated with senior leadership to align departmental efforts with broader organizational objectives.
Assistant Manager Crew Training
Interglobe Aviation Limited
Gurugram
04.2015 - 04.2022
- · Strategically planned and executed Crew training/ Rostering schedules across A320, A321, and ATR fleet, ensuring compliance with regulatory and internal standards.
- · Proactively monitored crew operations and ensured uninterrupted daily flight coverage with minimum roster disruptions.
- · Managed end-to-end Crew Roster planning and tracking of crew training based on upcoming expiries (within 45 days), reducing last-minute compliance risks.
- · Coordinated with IT and Training teams to implement updates in the Competency Card system; led new project initiatives like auto-generation for the same.
- · Oversaw batch creation for non-mandatory training, including device updates and quarterly clubbing to optimize cost and logistics.
- · Developed and maintained training manuals and SOPs for new joiners and internal briefings.
- Crew Scheduling, Logistics & Operational Support
- · Led crew roster planning and scheduling with strict adherence to DGCA regulations, INDIGO FDTL scheme, QRH, and Ops Manual.
- · Ensured equitable distribution of training across trainers, balancing workloads based on trainer availability and qualifications.
- · Managed real-time operational issues including sick reports, EMLs, groundings, flight delays, and reassignments; ensured training completion before duty resumption (e.g., SEP).
- · Acted as liaison between internal teams (base, IT, training, operations) and crew to maintain synchronized communications during disruptions and rescheduling.
- · Maintained updated and legally compliant crew rosters while minimizing avoidable changes.
- Operational Coverage & Performance Management
- · Delivered proactive operational coverage, particularly for open flights beyond 48 hours, ensuring least impact on crew rosters and maximum legal compliance.
- · Conducted daily monitoring of standby/reserve crew reports to support effective and timely crew allocation.
- · Managed and amended flights leg/ paring due to cancellations or aircraft changes, ensuring appropriate crew complements.
- · Notified crew members timely on any changes or delays in their duty schedules.
- Key Achievements
- · Successfully balanced training manpower against expiry timelines, collaborating with cross-functional departments for smooth execution.
- · Led a cost-saving initiative by planning training clubbing 90 days in advance, reducing expenditures on hotel accommodations and positioning flights.
- · Improved customer satisfaction by promptly addressing and resolving complaints from both crew and internal stakeholders.
- · Developed and implemented new requirement changes in competency tracking through collaboration with IT and Training departments.
Customer Service Executive (Ground Operations)
Lufthansa Airline - Bird World Wide Flight Service
Delhi
08.2011 - 03.2015
- · Check-In Operations:
- Ensured smooth and courteous passenger check-in processes. Resolved issues related to excess baggage, missed connections, and customer concerns, ensuring a high level of customer satisfaction.
- · Gate Functions:
- Conducted boarding procedures, reconciled check-in and boarded passenger counts, completed offload formalities, and handled flight release documentation in accordance with government regulations.
- · Arrival Services:
- Managed mishandled baggage cases (AHL/DPR/OHD), raised appropriate files, ensured proper follow-up, and maintained clear communication with affected passengers.
- · Lounge Management:
- Oversaw the Lufthansa Lounge front desk, ensuring that the needs of premium and frequent flyer customers (including Star Alliance members) were met in a professional, efficient, and timely manner.
- · Passenger Support:
- Floor-walking and providing proactive support at various touchpoints including baggage make-up & break-up areas, service boarding gates, and during irregular operations.
- · Coordination:
- Liaised with internal departments and third-party vendors to ensure a seamless passenger experience. Handled the Connecting List process and assisted transfer passengers.
- Professional Trainings & Certifications:
- · Airlines & Agency Training – Lufthansa German Airlines
- (Emphasis on both manual and system-based airport operations)
- · Dangerous Goods Training – Lufthansa
- · Service Excellence in Passenger Handling– Lufthansa
- · Documents Awareness Training – Indian Immigration, New Delhi
- · Schengen & Canadian Visa Documentation Training – German & Canadian Embassies
- · GPQ (Ground Product Quality) Training – Lufthansa
- · SMS (Safety Management System) and AVSEC (Aviation Security) – Lufthansa
- Skills:
- · Customer Relationship Management
- · Conflict Resolution & Problem Solving
- · Airport Operations (Check-in, Boarding, Arrival, Lounge)
- · Passenger Documentation & Visa Handling
- · Coordination with Star Alliance & Miles & More Programs
- · Effective Communication & Call Handling
Customer Care Executive
IBM
Gurugram
07.2010 - 08.2011
- Handled inbound and outbound calls, assisting a high volume of customers daily with a positive and customer-focused attitude.
- Provided first-level troubleshooting and technical support for Airtel broadband customers, ensuring quick and accurate resolution of issues.
- Escalated unresolved technical problems by assigning field engineers to visit customer premises when necessary.
- Took full ownership of customer concerns, following through to complete resolution and ensuring high levels of customer satisfaction.
- Utilized proactive issue identification and resolution strategies, leading to a reduction in customer complaints.
- Strengthened customer relationships by actively listening to concerns, understanding their needs, and offering personalized service.
- Maintained up-to-date knowledge of Airtel products and services, as well as industry trends, to provide accurate and relevant support.
- Recognized for enhancing customer satisfaction through effective communication, empathy, and efficient problem-solving skills.
- Demonstrated the ability to multitask in a fast-paced environment, managing multiple customer issues simultaneously without compromising service quality.
Education
BBA - Business Management And Administration
08.2008 - 08.2012
AVIATION & HOSPITALITY DIPLOMA COURSE -
06.2008 - 06.2009
Secondary - CBSE BOARD
07.2005 - 07.2006
Sr. Secondary - CBSE BOARD
03.2007 - 03.2008
Skills
Crew Operations & Planning: Experienced in Crew Management with strong expertise in Crew Roster Planning, Scheduling, Pairing, and Day-of-Operations management Proficient in managing Crew Welfare, Crew Training Planning, and ensuring compliance with DGCA FDTL regulations Hands-on experience with advanced systems such as AIMS and CAE Crew Manager (Training & Qualification, Crew Scheduling, and Crew Rostering), with a thorough understanding of operational workflows and crew readiness
Ground Operations & Customer Service: Well-versed in Ground Handling operations and Customer Support functions, with a focus on enhancing Customer Experience and Retention Skilled in Problem Solving, Hospitality, Sales, and multitasking in high-pressure environments Known for delivering exceptional service standards and building strong relationships through proactive communication and stakeholder engagement
Technology & Analytical Expertise: Proficient in tools such as Power BI, Jaspersoft, Microsoft Office Suite, and Excel Strong analytical and critical thinking abilities used to drive data-informed decision-making Adept at using business intelligence platforms to create reports, monitor KPIs, and improve operational efficiency Demonstrated ability in handling Learning & Operations systems with a keen understanding of aviation regulations and digital tools
Leadership & Interpersonal Skills: Proven leadership and supervisory capabilities with a track record in Training & Development, Team Motivation, and People Management Exceptional interpersonal and organizational skills with a commitment to delivering excellence through teamwork and communication Focused on continuous improvement, professional growth, and maintaining high levels of customer satisfaction and operational integrity
Timeline
Deputy Welfare Manager -Inflight Services - AIR INDIA EXPRESS Limited
11.2024 - Current
Associate Manager - Roster Planning (Lead) - AIR INDIA EXPRESS Limited
04.2022 - 10.2024
Assistant Manager Crew Training - Interglobe Aviation Limited
04.2015 - 04.2022
Customer Service Executive (Ground Operations) - Lufthansa Airline - Bird World Wide Flight Service
08.2011 - 03.2015
Customer Care Executive - IBM
07.2010 - 08.2011
Sikkim Manipal University - BBA, Business Management And Administration
08.2008 - 08.2012
Kingfisher Training Academy - AVIATION & HOSPITALITY DIPLOMA COURSE,
06.2008 - 06.2009
Kendriya Vidyalaya (CENTRAL SCHOOL) - Sr. Secondary, CBSE BOARD
03.2007 - 03.2008
Kendriya Vidyalaya (CENTRAL SCHOOL) - Secondary, CBSE BOARD
07.2005 - 07.2006