Umesh Singh

The overall responsibility of ensuring safe and punctual airport operations at Mumbai Airport.

Customer Service workflow process & administration:

• Plan, develop and maintain ground operating procedures for the airport as per the company objectives.
• Develop simple processes and procedures.
• Resolving customer complaints & handling their queries.
• Maintaining quality targets as per IndiGo Standards.

Airline/Airport Regulations:

• Ensure the adherence to service and safety standards as defined by the GOM.
• Ensure proper functioning of station activities.
• Administer leases, contracts and rental agreements for station ground handing facilities and equipment.
• Vendor Management.
• Co-ordination with government agencies & airport authorities.

Internal customer management:

• Staffing & adequate training for the staff.
• Check performance and provide regular feedback.
• Conduct yearly appraisal for the employees at the locations.

Budgeting & Costing:

• Based on the schedule, prepare customer services and ground handling budget for the airport.
• Monitor the performance of the airport against the budget and take corrective action, if required.
• Interpreting data & carrying out cost benefit analysis for purchase or outsourcing of equipments.
• Maintenance of office & airport equipment.
• Monthly states to be send to the head office.
• Maintenance & upkeep.

Airline/Airport Regulations:

• Liaising with government agencies & airport authorities - Changi Airport Group & Civil Aviation Authority of Singapore for flight requirements over years.
• Filing of flight schedule and slots, landing permit, procuring of office and counter space along with Foreign operator operations permit for operating flights from station.
• Developing station security directive for aircraft operator (SDAO) as per Airline and Airport regulations with local Airport Police division (APD) as Chief Security Officer.
• Administer leases, contracts and rental agreements for station ground handling facilities and equipment.
• Developing station emergency plan as per Airline and Airport regulations.
• Represent airline at Airport Operations Committee.
• Assists in response to any emergency or major operational disruption affecting Airline operations.
• Handling cargo freighters and charter flights and procuring permits from government agencies.
• Handling of lease return for aircrafts from station.
• Ensure adherence to service and safety standards as defined by Airline and Airport regulations.

Customer Service workflow process & administration:

• Plan, develop and maintain ground operating procedures for airport as per company objectives.
• Strike effective balance between 'customer first' and 'company interest'.
• Resolving customer complaints & handling their queries.
• Maintaining quality targets as per Airline Standards.
• Complete flight supervision & monitoring of airport services/operations at an Airport Manager level.
• Facilitate yearly audits with local authorities at stations to maintain Airport and Airline safety standards.
• Coordinating with the Head Office for station requirements & smooth office operations.

Internal customer management:

• Assess and foresee manpower planning in conjunction with peaks, holidays, seasonal or additional flights.
• Check performance and provide regular staff feedback.
• Conduct yearly appraisal for employees at station.

Budgeting & Costing:

• Based on schedule, prepare customer services and ground handling budget for airport.
• Monitor performance of airports against budget and take corrective action, if required.
• Maintenance of office & airport equipment.
• Monthly statistics to be sent to head office.

Dual Reporting: Vice President - Airport Operations & Customer Services, and Vice President - Chief Security Officer.

• Complete flight handling procedures at ramp and airport services/operations from Customer Service Agent to Manager level.
• Supervising Ramp operations for Airbus A320 Series.
• Maintaining monthly reports containing data flight-wise related to load, timing, dead load, etc.
• Conducting monthly audits on ramp & maintaining reports.
• Managing team of 200 personnel.
• Managing leave records for station and staff rosters.
• Organizing and conducting staff training on company procedures and airport Orientation.
• Professional Training: Refresher Training program for Load and Trim for Airbus A320 Series, Delhi; Basic Security Awareness, Mumbai; Dangerous Goods Regulations, Delhi; Lead By Example, Delhi; Staff of Start-up Team (Indigo Blues) for launching Bhubaneswar (BBI) and Ahmedabad (AMD) stations.

• Passenger handling on Arrivals/Departures.
• Airline reservations and ticketing procedures.
• Computerized passenger check-in.
• Boarding of passengers and Ramp supervision.
• Preparation of Load and Trim sheet (Boeing 737-800 Series).
• Built strong relationships with customers and colleagues by providing friendly and personable service.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Investigated and resolved customer inquiries and complaints quickly.
• Promptly responded to inquiries and requests from prospective customers.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Responded proactively and positively to rapid change.

• Flight handling procedures.
• Passenger handling.
• Cargo handling and preparing cargo related documents and reports.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Submitted documentation and reports to upper management.
• Set overall vision and provided team leadership.
• Supported Supervisor by preparing production reports and collating quality documentation.
• Coordinated with day shift supervisor to balance staffing as workloads changed.