Sushma Prakash Shetty

I’m an Aviation and Customer Operations Manager with 20+ years across airline operations, airport operations, aviation training, and premium customer service. I’m known for operational excellence in service-critical environments, with a strong focus on regulatory compliance and safety management.

I’ve managed VIP and premium passenger handling and led disruption management during irregular operations—coordinating rebooking, communications, and passenger care to minimize service impact. I also partner with cross-functional teams to resolve escalated complaints, improving customer satisfaction and retention.

In training, I led the design and delivery of aviation training programs covering airport operations, ground handling, and safety compliance. I developed and updated training curriculum aligned to current IATA and regulatory standards, and mentored and trained aviation students and early-career professionals to prepare them for airport and airline operations roles.

Most recently, I worked as an Exclusive Case Manager at HSBC, managing premium international banking client portfolios and ensuring timely, accurate resolution of complex service and account issues. Across my roles, my ethos is simple: protect service quality under pressure, ensure compliance, and lead teams toward a consistent safety culture.