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Vivek AnandExperienced Enterprise Improvement & Turnaround Specialist |
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United Kingdom, London www.askvisory.com/vanand1 |
Why you should speak with me:
Vivek has 15 years of experience in the Airlines/Aviation. Vivek is currently a Sloan Fellowship in Leadership & Strategy, a full time Masters programme for experienced managers at London Business School
Summary:
Business Unit Head with 15+ years of general management experience focused on strategy & leadership in a global aviation setting delivering enterprise improvement. Consistently achieved record-high customer satisfaction, turnaround of operations and improvements to the bottom line.
Acknowledged as a builder and a leader of customer-focused team by instilling a shared, enthusiastic commitment to customer service as a key driver.
Currently pursuing Sloan Fellowship, a Master’s programme delivered at London Business School apart from MIT & Stanford aimed at experienced professionals focused on leadership & strategy.
Acknowledged as a builder and a leader of customer-focused team by instilling a shared, enthusiastic commitment to customer service as a key driver.
Currently pursuing Sloan Fellowship, a Master’s programme delivered at London Business School apart from MIT & Stanford aimed at experienced professionals focused on leadership & strategy.
Career History
- Enterprise:
- London Business School
- Position:
- Sloan Fellowship in Leadership & Strategy, a full time Masters programme for experienced managers
- Summary:
- Pursuing M.Sc Sloan Fellowship in Leadership & Strategy, a full time Masters programme offered at London Business School, MIT & Stanford University.
- Year:
- Jan 2011 – Present
- Enterprise:
- British Airways
- Position:
- Head Customer Services & Operations
- Summary:
- General management role responsible for delivering leadership and strategic positioning of British Airways by offering seamless customer service and robust operations through a team of 70+ employees motivated to deliver discernable and nuanced performance.
•Won “Gold Standard” for being the Best Performing Airport and for being the Most Improved Airport based on accelerated performance gaining 16 positions in 2007.
•Recognised through Asia Pacific Award for delivering outstanding operational excellence through strategic thinking & team work.
•Leveraged relationships with various government authorities, airport operator enabling British Airways to deliver business continuity during 26/11 incident.
•Pioneered the new level of premium product offering through launch of “The Galleries”, a state of the art lounge concept brought on-shore in India for the first time.
•Change management by successfully migrating to a new airport terminal amidst live operations in a brown-field airport development.
•Benchmarked supplier performance management & achieved cost savings by procuring new ground handling service provider and risk management.
•Introduced Boeing 777-300ER aircraft in British Airways network with Mumbai chosen as launch destination covering all aspects of the fleet induction.
•Benchmarked Centralised Load Control hub in Mumbai as a “Centre of Excellence” offering coverage to 14 airports in South Asia & Middle East.
•Co-led with Kingfisher Airlines the drafting and implementation of the operational plan of the strategic global alliance including code-share agreement.
•Lead member of Oneworld alliance representing at various trade forums including IATA ACC & AOC to present and negotiate stakes on behalf of the alliance in airport re-development projects.
•Engaged actively as member of the South Asia leadership team responding to the challenges faced to operations, public relations, business continuity and customer service due to various contingencies. - Year:
- Dec 2006 – Dec 2010
- Enterprise:
- British Airways
- Position:
- Customer Service Manager, Dubai
- Summary:
- Customer focused management role responsible for service delivery in a 24 x 7 environment through a team 20+ customer service executives in an outsourced monopolistic environment. Fostered an environment conducive for customers to be delighted and enjoy superior & consistent level service on a high competition route.
•Achieved technological head start for British Airways at Dubai by being the first carrier to introduce acceptance of electronic tickets at Dubai airport in a monopolistic vendor environment with a non-dominant position through relationship and stakeholder management.
•Embedded the process of corporate governance through introduction of Sarbanes Oxley model at Dubai airport contributing towards improvement and alignment of financial standards.
•Created and delivered training programme for key supplier to improve interface with customers amidst diverse geographical backgrounds of participants and different levels of language skills. - Year:
- Sep 2003 – Nov 2006
- Enterprise:
- British Airways
- Position:
- Operations Manager / Coordinator, New Delhi
- Summary:
- Custodian of ground and flight operation’s integrity and standards amidst emerging scenarios like Y2K, introduction of JAR regulation for European carriers and infrastructure limitations.
•Won “Customer Service Recovery” award for North India & South Asia under “Operation Bounceback” for minimising disruption to customer’s journey during industrial action environment.
•Enhanced operational standards by delivering on key performance indicator of compliance focused on safety of operations including people, property & assets by engaging stakeholders from British Airways, airport operators and key suppliers leading to reduced operational non-compliances.
•Negotiated procurement contract with China Airlines for operational handling to bring additional revenue with existing resources.
•Delivered time-critical JAR-OPS compliance project for South Asia to achieve corporate compliance mandatory for BA's integration with EU Operational standards.
•Achieved successful process testing of centralising load control with cost and manpower reduction advantage. Successful trials have led to adoption of this practice across British Airways network & the industry.
•Relationship management and coordination with UK & Indian government, regulatory bodies and diplomatic missions for delivering precise operational support to visits of the member of the UK Royal family, UK Prime Minister, Ministers & Royal Air Force UK. - Year:
- Apr 1996 – Sep 2003
Education & Qualifications
- University:
- London Business School
- Degree:
- M.Sc
- Year:
- 2011
- University:
- Oxford Brookes University
- Degree:
- Certificate
- Year:
- 2000
- University:
- Delhi University
- Degree:
- Bachelors of Commerce
- Year:
- 1994
Other Qualifications & Awards
Languages Spoken
- English
- Hindi
Industry Focus:
Aviation
Key Skills:
Customer Service Management
Complaint Handling & Resolution
Building Relationships
Customer Satisfaction Enhancement
Operations Management
Business Resilience
Teambuilding & Mentoring
Cost-Reduction Strategies
Change Management
Promoting entrepren
Complaint Handling & Resolution
Building Relationships
Customer Satisfaction Enhancement
Operations Management
Business Resilience
Teambuilding & Mentoring
Cost-Reduction Strategies
Change Management
Promoting entrepren
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