Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Affiliations
Timeline
Generic

Nikhil Rajan

London,United Kingdom

Summary

Accomplished professional with expertise in Airport operations, loyalty marketing, partnership management, and market research. Demonstrates strong skills in operational efficiency and customer service, with a focus on strategic analysis and customer orientation. Proven leadership excellence in ensuring regulatory compliance and performance monitoring. Adept at project management and quality assurance, aiming to leverage these competencies towards driving organisational success.


Overview

17
17
years of professional experience
5
5
years of post-secondary education

Work History

Regional Manager

Air India
London, United Kingdom
04.2023 - Current
  • Managed region-wide projects to successful completion.
  • Tracked NPS & CSAT to identify areas requiring improvement.
  • Enhanced team's performance with regular coaching and feedback.
  • Liaised regularly with head office to ensure alignment of regional goals with overall company objectives.
  • Enhanced operational efficiency across KPIs by optimizing UK region processes.
  • Established and maintained operational standards for (65 weekly departures) across UK region.
  • Served as official representative of organization to public groups or government agencies in UK.

Airport Manager

Air India
London, United Kingdom
12.2020 - 09.2024
  • Ensured safe and efficient management of flights operating to and from LHR airport.
  • Increased LHR schedule capacity from 18 flights to 45 weekly departures while serving as APM.
  • Streamlined check-in procedures to improve passenger processing times with support from D&T through implementation of Kiosk Machines & SSBD system.
  • Coordinated flight scheduling and operations in collaboration with IOCC and key stakeholders for effective management.
  • Developed efficient baggage handling procedures for improved passenger experiences.
  • Addressed passenger and airline issues swiftly, adhering to TAT established by HQ.
  • Supported HQ in vendor evaluation, obtaining premium services while minimizing expenses.
  • Scheduled regular equipment inspections to maintain high safety standards.
  • Liaised with regulatory bodies to ensure compliance with aviation regulations.
  • Analyzed flight data utilizing POWER BI tools to uncover opportunities for performance enhancement.
  • Executed manpower augmentation for LHR airport based on flight operation frequency
  • Fostered team morale through consistent communication and recognition initiatives.
  • Engaged in monthly AOC, SAAT, PRM and other airport community meetings on behalf of Air India.
  • Successfully completed the Farnborough Airshow event in UK.
  • Executed launch of A350 event at LHR successfully.

Airport manager

Air India
Vienna, Austria
02.2019 - 12.2020
  • Facilitated safe and efficient operations of DEL-VIE-DEL flights, operating four times weekly.
  • Managed technical halt for three B777 US-bound flights during Pakistan Airspace closure from 26FEB2019 to 16JUL2019 alongside scheduled departures for five months daily.
  • Optimized check-in procedures to enhance passenger processing times.
  • Managed flight scheduling and operations for seamless coordination.
  • Developed efficient baggage handling procedures for improved passenger experiences.
  • Resolved passenger and airline issues promptly, ensuring satisfaction.
  • Negotiated vendor contracts, securing high-quality services at reduced costs.
  • Scheduled regular equipment inspections to maintain high safety standards.
  • Liaised with regulatory bodies to ensure compliance with aviation regulations.
  • Reviewed flight data to identify opportunities for performance enhancement.
  • Fostered team morale through consistent communication and recognition initiatives.
  • Participated in training sessions to remain current with aviation safety standards.


Manager – Loyalty Program

Air India
Mumbai & New Delhi, India
03.2008 - 01.2019
  • Managing Airline and Non-Airline Partnerships.
  • Identified growth opportunities through comprehensive market research.
  • Secured new business opportunities with successful networking events.
  • Analyzing monthly partner performance and enabling miles conversion through effective strategies.
  • Planning and implementing campaigns through 'Campaign Manager' to achieve business objectives.
  • Managing the annual e-marketing plan of 'Flying Returns' programme in co-ordination with other departments.
  • Responsible for Quarterly member statements.
  • Monitoring and reviewing CRM / Loyalty system and planning technical developments to achieve improvements in customer service delivery.
  • Ensure high standard of service delivery at 'Flying Returns' Member Service Center and Call Center.
  • Led performance reviews, identified areas for improvement.
  • Benchmarking FFP parameters of 'Flying Returns' with competitive airline FFP’s.
  • Trainer for the TTT programme on the new developments / changes in Air India’s SITA-PSS & Loyalty platform.
  • Boosted department efficiency by streamlining operational processes.
  • Designing and implementation of various marketing schemes for the passengers and business partners to enhance customer loyalty and patronage to Air India.
  • Air India representative as Alternate Member of Star Alliance Loyalty Advisory group.
  • Responsible for 26 Airline loyalty agreements and FFP Partnerships.
  • Product manager of Star Alliance Loyalty Products at Air India.
  • Appreciated by 'Star Alliance' integration team for successfully accomplishing the SAUA Dress Rehearsal for Air India with 26 carriers.
  • Lead the Co-brand partnership between SBI cards and AMEX.
  • Monitoring and supporting technology team in PAI 2 / RAS / SAUA / PCD – Amadeus.

Education

Masters in Business Administration - Marketing & Finance

University of Madras (DOMS)
Chennai, India
04.2005 - 03.2007

Bachelor of Commerce - Commerce

University of Madras
Chennai / India
04.2002 - 03.2005

Skills

  • Loyalty Marketing
  • Partnership Management
  • Market Research
  • Alliance Management
  • Customer Service
  • Strategic Analysis
  • Customer orientation
  • Leadership excellence
  • Regulatory compliance
  • Performance monitoring
  • Project Management
  • Quality Assurance

Accomplishments

  • Awarded as Vihaan.AI "Change Maker" in 2024 by Air India.
  • Appreciation letter from Director - Operations for supporting simulator serviceability by arranging PARTS from UK to India avoiding monetary loss to company in 2023.
  • Appreciation letter from Commercial Director of Air India for successfully completing Star Alliance cut over in 2014.
  • Appreciation letter from GM - Loyalty Program for successfully launching the “Air India - SBI Cobranded card” in 2013.
  • Appreciation letter from GM - Loyalty Program for successfully completing restructuring Air India - Flying Returns in 2011.
  • Successfully completed the "FARNBOROUGH" airshow event in UK on behalf of AOD.
  • Successfully launched A350 event at LHR airport with first long haul international flight.

Languages

English
Fluent
Tamil
Fluent
Hindi
Intermediate
Malayalam
Native

Affiliations

  • Fitness & Sports activities

Timeline

Regional Manager

Air India
04.2023 - Current

Airport Manager

Air India
12.2020 - 09.2024

Airport manager

Air India
02.2019 - 12.2020

Manager – Loyalty Program

Air India
03.2008 - 01.2019

Masters in Business Administration - Marketing & Finance

University of Madras (DOMS)
04.2005 - 03.2007

Bachelor of Commerce - Commerce

University of Madras
04.2002 - 03.2005

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Nikhil Rajan