AGM - Terminal Planning

The AGM – Terminal Operations is responsible for delivering seamless, passenger-centric terminal experiences by overseeing end-to-end operations at the airport. The role focuses on enhancing service quality through efficient management of passenger amenities, disruption handling, SOP compliance, and stakeholder coordination. With a strong emphasis on service excellence (ASQ, Skytrax), audit readiness, and regulatory adherence, the incumbent ensures operational continuity and a consistently high standard of terminal operations. The role also plays a critical part in driving continuous improvement and implementing best practices across all passenger touchpoints.

Responsibilities

Key Performance Indicators (KPIs)

Passenger Amenities & Service Excellence

• Design and implement initiatives to improve Airport Service Quality (ASQ) and Skytrax ratings.
• Maintain consistent availability and prompt retrieval of trolleys across key passenger touchpoints.
• Manage buggy services for the elderly, disabled, and VIP passengers across terminals.
• Drive queue management strategies in coordination with CISF and airport stakeholders.
• Maintain optimal availability and quality of commercial passenger facilities (F&B, telecom, etc.).
• Establish and monitor SLAs with agencies for high service standards (CSA, tray management, trolleys, buggies, etc.).
• Conduct regular performance audits and vendor evaluations to ensure SLA compliance.
• Handle and coordinate responses to disrupted flights (e.g., weather diversions, medical emergencies, technical faults).
• Assist in resolution of mass passenger grievances with empathy and prompt action.

• ASQ score (Overall & Individual parameter)
• No. of corrective actions taken
• SLAs Adherence

Terminal Transfers & Baggage Coordination

• Oversee all transfer processes: Domestic ↔ Domestic, Domestic ↔ International, and International ↔ International.
• Oversee smooth baggage clearance and timely delivery, intervening with customs as required.
• Prevent arrival hall congestion and address passenger baggage issues proactively.
• Coordinate with Ground Handling Agencies (GHA) for seamless operations and passenger satisfaction.

• ASQ & Skytrax Ratings
• No. of complaints closed

SOP Management & Regulatory Compliance

• Periodically review, draft, and update SOPs in alignment with operational changes and quality initiatives.
• Maintain strict compliance with regulatory circulars and guidelines, including NOTAMs, BCAS directives, AEP, and safety protocols.
• Incorporate changes related to security threat perceptions, hot work permits, weight & measurement guidelines, and anti-substance-abuse protocols.

• SOPs for medical support & emergencies
• No. of Incidents/Accidents handled

Audit, Quality & Continuous Improvement

• Lead internal and external audits related to ASQ, Skytrax, 5S, Kaizen, NPC, and Business Excellence.
• Drive Root Cause Analysis (RCA) on passenger complaints and develop action plans for trend mitigation.
• Maintain terminal readiness and uphold compliance standards during audits conducted by external bodies.

• No. of audits findings closed

AOP & Budget Management

• Monitor the annual operating budget for the TO Department, ensuring alignment with financial goals.
• Drive operational expenditure control and practice frugality in monthly spending while maintaining high standards of service quality.

• % saving from AOP
• Achievement of the targets defined in AOP
• Budget Deviations (Planned Vs. Actual)

Responsibilities

Key Performance Indicators (KPIs)

Team Development and Management

• Conduct periodic evaluations, identify training needs, facilitate skill development programs, and enhance team competencies.
• Foster employee engagement through Kaizen, CIP, BLIP, and cross-functional team initiatives.
• Address team concerns, provide guidance, and create opportunities for professional growth.
• Foster a culture of collaboration, accountability, and continuous improvement.

• Attrition rates
• Employee Engagement scores

• Customs, Immigrations
• Security Agencies Operating at Airport: CISF, Police, IB, AIU etc.
• Airlines (65+ Schedule Operators, 20+ NSOP)
• Airlines Operating Committee (AOC)
• Ground Handlers
• DGCA & BCAS, Ministry of Civil Aviation, Ministry of Home Affairs, Ministry of Defense, Ministry of External Affairs and other various ministries
• Concessionaires
• Animal and Plant Quarantine Department
• Airport Health Office (APHO)
• IATA, FICCI, ACI ASSOCHAM etc.

• AOCC / Airside OPS / ARFF / Aviation Services / Safety & Environment
• Project & Engineering, Security Department, HR Department
• Procurement & Contracts, Finance, SPG, Corporate Communications
• Quality & Service Delivery (QSD), Commercial (Aero & Non-Aero)

• Annual Operating and Capex Budgets of T3: 20 Crs

• Total strength of Terminal Ops – 100+

• Master’s degree preferably MBA

• At least 15 to 20 Years’ Management Experience in Aviation sector – ideally within a multiple terminal environment (of at least +40mppa)
• In-depth understanding of legal and regulatory framework within Civil Aviation Sector.
• Experience in dealing with senior levels of Government, Regulatory, Industry bodies & Airlines (at international level)