AGM - Projects & Commercial Operations

• Intensive engagement in the overall Programme Management of Key Business Projects/ Operations Management by liaising with various Department Heads and concerned stakeholders for required approvals and process monitoring during the execution journey. To be aligned with GHIAL’s Strategic theme of Non Aero Business Development – New projects.
• Seamless Operations Management to contribute to the Mission Statement for achieving sustainable growth by Delivering Quality Service & Customer Experience through the team.

Accountabilities

Key Performance Indicators

Key Business Projects - Programme Management –  Liaise from Concept Planning/Concept approvals/Vendor evaluation/Vendor Selection criteria/Budget approvals/Scheduling/Execution journey

--Project timelines.

New Concessionaires projects – Initiating layout approval for proposals liaising with Internal & External Stakeholder. Drawing up Project Charter for individual concessionaire, ensuring Design clearance, Fit out schedule.  Monitoring project details for timely execution. Interface with  Operations, Regulatory agencies at various stages.

Introduce New Brand operators to Operations in an Airport environment from Project commencement to commissioning of projects

--Project timelines

Enhance Airport Service Quality (ASQ) ratings for the department.. Capturing Customer Experience deficiencies; feedback evaluation, design specific actions to uplift individual scores. Work with Focused groups (Cross functional teams), Service Partners. Work with internal team members/Stakeholders for understanding the implication and motivate for timely implementation of identified customer engagement initiatives. 

--ASQ Score for 9 service parameters attributed to the department.

Operations – Meet Compliance requirements of Audits related to IMS ISO, Complaint Management System, Fire & Safety requirements and of Statutory nature. Drive corrective and preventive actions and process improvement based on opportunities of improvement.

Manage External & Internal system audits.

-- 100% compliance

As Internal Auditor for IMS ISO standards, conduct Audits as per prescribed schedule and address system requirements. Initiate and Streamline required process

--Based on Audit schedule

Operations excellence – Look & Feel/Hygiene Audits of Concessionaires. Designing the scope and timelines of RFB Audits (Ready For Business) - of Retail/F&B/Services. Follow up on closure of observations. Suggest improvements applicable to line of business.

--Based on Audit schedule

--ASQ scores

Operations Excellence –

Oversee up-gradation of manual process to Automation of key process for speed of action.

Drawing up operations SOPs/Review Revenue leakage control mechanism.

--Compliance monitoring

Business Excellence – Set up framework for the departmental activities on lines of GMR Business Excellence model and design work flow to bring process maturity.

Prepare departmental documentation for Internal & External Assessment.

Address opportunities of improvement (OFI)

--Business Excellence Score

Business Excellence – To act as company certified Internal Assessor

As per requirement

Internal

-AVP, Projects - Design/MEP/Execution

-GM, Procurement & Contracts

COO, GM, AGM - Operations

AVP, GM, Security & Control / IT & C / Technical

AVP, Business Excellence & Service Quality, GM, Strategy Planning, /Head -Commercial Team/HR/Legal

External

Concessionaires – Brand owners Project In-charge/Project Contractors

Consultants/Vendors

Service Providers – In charge

Auditors/Assessors – Internal & External