Brief About The Role
The
Assistant Manager Roster Escalations is responsible for managing and resolving daytoday pilot roster escalations, ensuring accuracy, regulatory compliance, and timely closure. This role serves as a crucial link between Crew Planning, Scheduling QA, Flight Operations, and OCC, maintaining roster integrity, operational efficiency, and crew satisfaction. The position also contributes to datadriven improvements through monthly roster performance reviews and actionable solution recommendations.
Qualifications & Experience
- Graduate degree (Aviation / Engineering / Operations Management preferred)
- 36 years of experience in airline operations, crew planning, rostering, OCC, or flight operations support
- Strong knowledge of FDTL, FRMS, and roster planning principles
- Prior experience in handling crew queries, escalations, or operational disruptions preferred
- Proficiency with crew scheduling systems and MS Office tools
Skill Set
- Strong analytical and decisionmaking abilities
- Excellent written and verbal communication
- Ability to work under pressure and manage highvolume workloads
- High attention to detail with strong compliance orientation
- Proficiency in Excel, PowerPoint, and reporting tools
- Effective stakeholder management and crossfunctional coordination skills
Job Responsibilities
- Manage and resolve pilot roster escalations within defined SLAs, ensuring accuracy and regulatory compliance.
- Perform quality checks on roster changes and dayofoperations adjustments to maintain standardisation and minimise errors.
- Ensure adherence to FDTL, FRMS, network rules, and internal rostering guidelines across all roster actions.
- Liaise with Crew Planning, OCC, Flight Operations, and Scheduling QA to ensure timely and effective closure of escalations.
- Track and analyse escalation trends to identify systemic issues, recurring patterns, and process gaps.
- Conduct monthly roster performance reviews, analysing key KPIs such as roster stability, planning-rule adherence, fatigue indicators, international layover distribution, fairness metrics, and escalation volume.
- Identify root causes and propose actionable solutions to resolve systemic rostering issues and improve overall roster quality.
- Implement approved improvements in coordination with crossfunctional teams, monitor impact, and ensure sustained effectiveness.
- Prepare monthly dashboards, insights, and reports for Scheduling QA leadership, highlighting trends, risks, and recommended corrective actions.
- Maintain comprehensive documentation and ensure audit readiness for all roster changes and escalation records.
- Contribute to the enhancement of rostering tools, processes, SOP standardization, and automation initiatives.
- Drive roster quality improvement initiatives, enhancing crew satisfaction, predictability, and reducing unplanned revisions or duty disruptions.
