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Associate Manager - Terminal Operations

Date: 06-Oct-2021

Location: Delhi, Delhi, IN

Company: GMR Enterprises Pvt Ltd GMR Group


The Associate Manager needs to ensure that all operational KPIs are met for their specific allocations in a shift to create an excellent passenger experience and delight for sustaining and improving the ASQ ratings of the airport. This role must oversee and direct the SLA adherence by service providers and must hold routine safety and process audits to ensure regulations are being followed. In addition, this role will need to constructively communicate with the internal and external stakeholders for smooth and hassle free operations.



Accountabilities Key Performance Indicators
Resource Management
•    Ensure optimal usage and availability of airport infrastructure (Check-in counters, PESC zone, Immigration counters, CUSS, BHS etc.)
•    Real time coordination with concerned department in case of break down or inconsistency of airport infrastructure as per the fall back procedures
•    Passenger throughput as per defined KPI
•    As per agreed operational KPIs
Passenger Facilitation
•    Coordinate & liaise with stakeholders (Airlines / Customs/ Immigrations / CISF) for seamless passenger processing (both arrival / departure). 
•    Support manager in planning and executing the smooth flow of VIPs/dignitaries through the terminal.
•    First point of contact for Passenger interface at their allotted zone to handle and resolve any concerns, or feedback to enhance Passenger experience.
•    Will assist the Duty Manager and will take over the responsibilities of the Duty manager in his/her absence
  • Processing Time
  • No. of complaints

Stakeholder Management
•    Act as interface between GHIAL and retail operators, Customs, Immigration, CISF, and Airlines for tactical operations in line with the standards defined.
•    Responsible for enforcement of safety regulations in the airport and work with tenants to ensure safe operations of the airport.

No. of Complaints
Terminal Infrastructure 
•    Inspect all areas of the Terminal building regularly and take corrective action for noncompliance as necessary
•    Conduct routine audits/surveys in the Terminal and initiate corrective actions if needed
No. of Non Complaints

Interim International Departure Terminal

Will be responsible to independently handle the Interim International Departure Terminal operations.




Handling emergencies
•    Interaction with Passengers/stakeholders during any disruption/inconvenience and update the same to Terminal Manager. 
•    Extend the necessary support to stakeholders during any disruptions and emergencies (fire evacuation, bomb threat calls, Aircraft emergencies or any other exigencies) as per SOP.
As per AEP

Improve ASQ Score 
•    Action the improvement plans suggested against each department parameter related to ASQ.
•    Take corrective actions to meet Baggage delivery as per Airport service standards.
•    Address passenger complaints during the shift as per stipulated timeframe.
•    Maintain customer focus throughout and provide feedback on emerging/changing trends in customer services.
•     Anticipate customer needs and resolve problems in a proactive manner.
•    Action the improvement plans suggested against each department parameter related to ASQ.

Score of ASQ Parameters related to TOPS

•    Ease of finding your way through airport
•    Waiting time in check-in queue / line
•    Efficiency of check-in staff
•    Courtesy, helpfulness of check-in staff
•    Waiting time at passport / personal ID inspection
•    Courtesy and helpfulness of inspection staff
•    Walking distance inside the terminal
•    Courtesy, helpfulness of airport staff

Service Providers SLA adherence 
•    Monitor and manage the service provider’s activity and administrative responsibility towards passenger services: outsourced customer facilitation, Paid Porter, Tubs and Trolleys, Information desk, Transfer desk and any other introduced from time to time. 
SLA adherence
Process Improvement
•    Evaluate the process flow at all areas and come up with innovative ideas/technological interventions that would lead to process improvement.
•    Responsible for Analysis of Reports and dashboard to investigate trends, predict patterns and discover insights. The same to be further shared to Terminal Manager.


•    Train and mentor new joiners for deployment in shift by imparting familiarization sessions pertaining to Terminal Operations.
•    Imbibe the culture of Passenger is Prime among all the outsourced staff for enhanced Passenger experience.


  • Airlines
  • Ground Handlers
  • CISF/ Customs/Immigration/APHO
  • Service Providers  appointed under department scope 
  • Apollo Medical Centre
  • Animal and Plant Quarantine 


  • AOCC 
  • ASO/ Airside/CFL/ARFF
  • Business Development –Non Aero
  • Security and Control
  • Technical Services/PMT
  • Protocol 


Outsourced Manpower contracts – Opex  Rs. 6 crore per annum


  • 8 team members reporting

100 outsourced manpower engaged in various operations activities


•    Graduate Degree in any discipline ( Airline, Airport, Aviation  Management background preferred) 
•    Knowledge of the basic principles and practices as they apply to airport operations, security and safety.
•    Ability to establish and maintain work relationships with government officials and agencies, tenants, employees and the general public.
•    Knowledge of ICAO annexures, ACI and relevant IATA Manuals.
•    Good Communication Skills


  • 8-10 years
  • Should have 2 – 4 years of supervisory experience


  • Accountability
  • Customer Facilities and Logistics
  • Customer Services