Manager - AOandCS In The Role Of Business Analyst Gurgaon

Job Summary

The Business Analyst - Airport Operations & Customer Services will support operational efficiency and customer experience initiatives by analyzing business processes, operational data, and service performance across airport operations. The role involves coordinating with subject matter experts & stakeholders, identifying improvement opportunities, and support implementation of operational projects.

Key Responsibilities

• Gather and document business and operational requirements.
• Analyze airport operational processes and customer service performance.
• Prepare reports, dashboards, and KPI analysis.
• Support process improvement and automation initiatives.
• Coordinate with airport operations, airlines, IT teams, and service partners.
• Conduct gap analysis, root cause analysis, and impact assessments for operational and customer service issues.
• Monitor customer feedback and recommend service enhancements.
• Monitor operational KPIs and service-level performance.
• Develop business process maps, functional specifications, SOPs, and user stories.
• Analyze passenger feedback, complaints, and service trends to recommend improvements.
• Support customer journey mapping and service enhancement projects.
• Work with stakeholders to improve passenger satisfaction and airport service standards.
• Assist in developing customer service dashboards and reporting frameworks.
• Prepare MIS reports, dashboards, and operational analytics.
• Interpret operational and customer data to support business decisions.
• Track KPIs such as:
• Passenger wait times
• Queue management
• OTP (On-Time Performance)
• Baggage delivery & Mishandling performance
• Customer NPS
• Aircraft Turn Around Time
• Safety & Security Parameters
  

• Bachelor’s degree in Business Administration, Aviation Management, Engineering, or related field.
• 3–7 years of experience in business analysis, airport operations, or customer service environments.
• MBA or Aviation or airport industry experience preferred.
  
  

• Strong analytical and problem-solving skills
• Knowledge of operations or customer service processes
• Proficiency in Excel, Power BI, or reporting tools
• Excellent communication and stakeholder management
• Experience in process documentation and business analysis
  
  

• Improvement in operational efficiency
• Reduction in passenger complaints
• Enhanced customer satisfaction scores
• Timely project delivery
• Process compliance and SLA achievement
• Operational reporting accuracy
  
  

• CBAP / CCBA
• Lean Six Sigma
• PMP / Agile Certification
  
  

• Customer focus
• Operational excellence
• Data-driven decision-making
• Collaboration and coordination
• Continuous improvement mindset
  
  

• Be aware of and comply with his / her safety responsibilities and accountabilities as laid down in the IndiGo SMS Manual.
• The risk tolerability is as per the risk matrix from the IndiGo SMS program.