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Terminal Manager

Date: 06-Oct-2021

Location: Delhi, Delhi, IN

Company: GMR Enterprises Pvt Ltd GMR Group

JOB PURPOSE

To monitor the Operations round the clock at IGIA Terminals, in terms of facilities / infrastructure so as to ensure smooth operations, effective emergency response, and adherence to all SOPs including safety standards & provide the required MIS through close coordination with stakeholders to ensure positive image & world class customer services.

To monitor the Operations round the clock at IGIA Terminals, in terms of facilities / infrastructure so as to ensure smooth operations, effective emergency response, and adherence to all SOPs including safety standards & provide the required MIS through close coordination with stakeholders to ensure positive image & world class customer services.

ORGANISATION CHART

KEY ACCOUNTABILITIES

Accountabilities

Key Performance Indicators

To monitor & check all process, procedures, SOPs and work instructions are in compliance with regulatory recommended guidelines for the ensuring customer delight during shift at the Passenger Terminal Building (PTB).

  • No. of incidents handled and feedback reported.
  • Making availability as per OMDA
  • No. deficiencies reported.

Handling the Emergency Responses during any eventuality in the shift e.g. Bomb Threats, Evacuations, Medical & other Contingencies as per laid down SOP's.

  • No. of issues / feedback highlighted
  • No. of observations closed

To have the regular interface during the shifts with all the stakeholders in the Passenger Terminal building.

  • No. of issues raised in the meetings
  • No. of issues resolved

To ensure safe and secure environment for passengers by identifying fire hazards, safety hazards, Civil, Electrical and mechanical work.

  • No. of observations found
  • No. incidences / accidents reported
  • No. of observations closed

Team management, on the job trainings, employee engagement & discipline during shifts

  • Deficiency in briefing & debriefing
  • No. of on the job training imparted
  • No. of grievance / complaints resolved
  • No. of appreciations given

Ensure the Service Level Agreements (SLAs) are met for housekeeping activity, fumigation and other vendors at PTB during shifts

  • No. of penalties imposed
  • Deficiency in documentations
  • Planned v/s actuals

Addressing passenger grievances, feedback & suggestions and forwarding them to concerned departments for necessary actions and closure within stipulated timeline.                                

  • Improvement in facilities for passengers.
  • ASQ scores
  • No. of observations closed

Ensuring positive reflection of Terminal Operation and availability of facilities by interaction with Govt. / other stakeholder as per ASQ parameters.

  • ASQ scores
  • No. of unserviceable facility
  • No. of issues resolved with timeframe
  • No. of unresolved passenger feedback.

EXTERNAL INTERACTIONS

•Government Agencies: CISF, Immigration, Customs, Delhi Police, AFRRO, SPG
•Airlines
•Medical Services
•Commercial Outlets
•Vendors (House-keeping, Baggage Handling Services)
•RAXA Security

INTERNAL INTERACTIONS

Airport Operations Control Centre (AOCC)
Airport Rescue and Fire Fighting (ARFF)
Guest Relations, Maintenance Team
Commercial Department
Airside, Aviation Services, Landside department
IT department,

FINANCIAL DIMENSIONS

•NA

OTHER DIMENSIONS

•Direct 06 / Indirect 06

EDUCATION QUALIFICATIONS

•Graduate from reputed university preferably MBA

RELEVANT EXPERIENCE

• 08-10 years experience in Aviation industry with at least 4 years in supervisory role

COMPETENCIES

  • Business Insight: Ability to understand the implications of Business decisions and strive to enhance organizational performance. | Interview
  • Terminal Operations
  • Customer Services
  • Customer Facilities and Logistics
  • Managing Performance: Effectively monitors and measures performance. Develops people and drive results. | Interview
  • Decision Making: Ability to systematically think through a problem and its component parts, garner relevant information and not taking things at face value. | Interview
  • Team Leadership, Teamwork & Interpersonal Influence: Capability to develop & converge individual potential to execute team objectives. Effectively intermingle and relate with individuals in a positive manner. | Interview
  • Communication: Ability to listen, interpret, simplify complex concepts, thoughts & ideas in verbal / non verbal form. | Interview
  • Execution and Operational Excellence: Ability and desire to execute with attention to detail, speed, accuracy and consistency | Interview
  • Personal Effectiveness: Demonstrating responsibility & reliability through actions to manage critical and challenging situations. | Interview
  • Problem Solving: Ability to identify solutions exploring different options in gathered information. | Interview
  • Stakeholder Focus
  • Networking
  • Execution & Results
  • Teamwork & Interpersonal influence
  • Problem Solving & Analytical Thinking
  • Planning & Decision Making
  • Capability Building
  • Strategic Orientation
  • Personal Effectiveness
  • Entrepreneurship
  • Social Awareness
  • Innovation
  • Managing Change and ambiguity by creating Win-Win
  • Determination(Contextual and Flexible)
  • Learning Ability
  • Making & Navigating proposals
  • Scanning, Networking & External orientation