I am an expert in the design and operationalisation of in-flight service offerings to ***** ***** ’ passengers on each one of their more than 600 international and domestic flights daily. From crafting delectable food and beverage menus (including the wine and champagne in-flight pouring program) to showcasing the latest In-flight Entertainment options, I head a team of 55 people whose sole mission is to help ensure (and then maintain) that ***** ***** realizes its mission of becoming one of the top airlines in the world.

Having spent 6 months saving tens of millions of dollars eliminating wastage and re-engineering ***** ’s Catering operations and the offering of other in-flight services and products, I was also tasked to head the In-Flight Duty Free Sales program along with the entire “Buy-on-Board” ancillary revenue-generation for ***** Lite and ***** ***** Konnect flights (the 2 no-frills “low-fare” operational arms of ***** ***** – quite possibly the only example in the world of such hybrid operations within a legacy full-service carrier).

Over the last 6 months, I have also been working closely with the CEO and a select few others on strategic projects that include – enhancing “On Time Performance”; the development of short and medium-term company strategic initiatives; and the learning and application of “LEAN” practices to service process redesign across cargo and passenger operations.

Prior to ***** , I spent 11 years in Singapore Airlines managing services delivery and revenue-generation for both passenger and cargo operations across a variety of cultural and operational environments. Starting in the Silver Kris Lounge in Singapore, moving on to airport operations in Bangkok, Madrid and New Delhi, my last assignment was setting up and heading sales and operations offices in Punjab for Singapore Airlines.

Apart from an infectious passion for my work, I love traveling with my wife and 2 yr-old daughter and simply observing people and their behaviour within their natural environments.

“The world has moved on beyond the traditional, transactional business model; we are all networked, driven by the desire to connect, be connected and to “experience” things beyond the ordinary. The real challenge in operating sustainably profitable airlines is to deliver culturally-relevant, transformational services that are sensitised to passengers’ ever-changing desires. Figuring out what and how much to charge for, without commoditizing your value proposition, is becoming something of an art. ”