Mar 2025 – Nov 2025 · 8 mos · Delhi, India · Hybrid

• As a Subject Matter Expert and Aviation Consultant, I advise aviation start-ups on designing customer-centric functional solutions. I work closely with teams to analyze existing (“As-Is”) processes, align them with regulatory and compliance frameworks, and reengineer operations to meet future-ready objectives.
• Guiding start-ups in defining processes and designing innovative passenger experience solutions.
• Leading airport billing process reengineering, optimizing workflows and identifying automation opportunities.
• Bridging operational needs with technology, ensuring solutions are practical, scalable, and regulatory-compliant.

Jun 2023 – Mar 2025 · 1 yr 9 mos · Delhi, India

• As a Functional Leader, I led a team of Solution Consultants providing techno-functional consulting services to airports, airlines, and travel organizations. I was responsible for customer experience solution design, business development, and digital transformation advisory.
• Led solution design and consulting engagements across multiple airports and airlines.
• Formulated and executed strategic plans to deliver innovative passenger experience solutions.
• Forged partnerships that expanded the solution portfolio by 30% within six months.
• Identified new business opportunities and successfully led teams across Business Development, Pre-Sales, and Delivery functions.

Oct 2018 – Feb 2023 · 4 yrs 4 mos · New Delhi Area, India · On-site

• As an SME and functional leader, I spearheaded digital transformation and customer experience initiatives for Delhi Airport, while actively leading cross-functional teams, including IT, solution vendors, and operations, to design and implement innovative airport systems.
• Led cross-functional project teams, comprising IT engineers, solution providers, and operational staff to deliver transformative customer experience solutions.
• Spearheaded the launch of DigiYatra, India’s first biometric passenger journey, enabling 50,000+ successful biometric-enabled journeys in the first month.
• Designed and implemented 40+ Self-Service Kiosks and Self-Bag Drop units, reducing passenger processing time by 30% and improving terminal capacity utilization.
• Directed the implementation of an IoT-based vehicle tracking system, increasing fleet utilization by 40% and reducing fuel consumption by 14%.
• Led multiple pilots with leading biometric solution providers, improving implementation efficiency by 50% and standardizing biometric passenger processes.
• Contributed to the airport’s digital and customer experience strategy, ensuring all technology projects were operationally viable and customer-focused.

Jun 2012 – Sep 2018 · 6 yrs 3 mos · Doha, Qatar

• As an SME and functional owner, I was responsible for leading the IT stream for Qatar Airways' Ground Services Department, managing system implementations, process improvements, and customer experience initiatives. I worked closely with dedicated IT teams, developers, and testers to deliver innovative and cost-effective aviation solutions.
• Led IT and functional teams responsible for developing and delivering customer experience and operational systems for Ground Services.
• Conceptualized, designed, and implemented an in-house Baggage Management System across 150+ stations, achieving IATA Resolution 753 compliance and winning the Best Baggage Initiative Award (2017).
• Directed the design and deployment of an in-house CUSS Kiosk Application integrated with Self-Bag Drop, supporting Qatar Airways’ Smart Airport vision.
• Managed the seamless migration of Ground Services operations to Hamad International Airport, leading IT readiness and ensuring zero disruption during the transition.
• Led the development and rollout of pre-flight automation, mobility applications, and baggage handling solutions, enhancing operational efficiency and customer service.
• Supervised cross-functional teams including IT, QA, and Ground Services to ensure alignment between operational needs and technology capabilities.

Oct 2008 – Mar 2012 · 3 yrs 5 mos · Bengaluru, Karnataka, India · On-site

• As an SME for Airline Customer Experience, Operations, and Systems, I led the functional stream for the development of next-generation Weight & Balance and Departure Control System (DCS) applications. I guided a team of Business Analysts to bridge operational realities with technology, ensuring the solutions met airline industry standards and customer expectations.
• Led a team of Business Analysts in defining functional specifications for next-generation DCS and Weight & Balance systems.
• Conducted over 50 airline domain training sessions, enabling IT and project teams to integrate operational knowledge into solution design.
• Collaborated closely with development and testing teams to ensure seamless alignment of solutions with operational and regulatory requirements.
• Owned the entire functional lifecycle, from requirement gathering, process modeling, and solution design to user acceptance testing and final delivery.

Jan 2008 – Sep 2008 · 8 mos · Varanasi, Uttar Pradesh, India

• As a Branch Manager, I was responsible for establishing and managing the operations of a soft-skills and aviation training institute, while also supporting aviation operations and customer experience initiatives.
• Set up and led the institute’s branch operations, covering administration, business development, and training delivery.
• Managed a team of 30+ staff across multiple shifts to ensure smooth execution of training programs and operational excellence.
• Designed and implemented soft-skills and aviation training modules tailored to the needs of aspiring aviation professionals.
• Collaborated with industry stakeholders to align training content with evolving aviation industry requirements.
• Supervised airport operations for the associated airline unit, ensuring smooth daily ground handling, customer service, and flight support.

Sep 2000 – Jul 2007 · 6 yrs 10 mos · Varanasi, Uttar Pradesh, India · On-site

• As a Duty Manager, I was responsible for overseeing end-to-end flight operations and ground handling activities, ensuring smooth and efficient airport operations across multiple stations.
• Managed daily flight operations, including passenger services, ground handling, load control, aircraft turnaround, and on-time performance.
• Led and supervised operational teams across shifts, ensuring coordinated efforts to deliver seamless customer service.
• Liaised with multiple internal and external stakeholders, including airport authorities, security, customs, immigration, and ground service providers.
• Handled irregular operations (IROPs) and operational contingencies to maintain service continuity and passenger satisfaction.
• Contributed to the setup and launch of new station operations, including infrastructure readiness, manpower planning, and process implementation.
• Developed and implemented station-level SOPs to align with airline operational and customer service standards.