Executive - Aviation Services

Activity

Accountabilities

Key Performance Indicators

1

• Responsible for physical check & ensuring 100 % compliance of SOPs as per the regulatory requirement for uninterrupted, safe & efficient Airline/GHA BMA & BBA process & BHS (Baggage Handling System) Operations during shifts and BME & FEGPU

• No. of delays reported
• No. of checks performance during shift.
• No. of observations closed
• No. of Incidents / Accidents reported
• ASQ Scores

2

• Responsible of collecting data & other information during shift pertaining to Airline/GHA baggage delivery & BHS Operations

• Accuracy in data collection
• Accuracy in reporting / MIS

3

• Investigation and timely documentation and maintenance of mandatory records.

• Number of Records / documents maintained. 
• No. of Incidents / Accidents investigated
• Number of non-compliance.

4

• Monitoring the defined Service Level Agreements (SLAs) related to GHA.

• No. of stakeholder feedback / complaints.
• No. of observations closed.
• Deficiency in documentation.
• Planned v/s actuals.

5

• Baggage delivery as per Airport Service Standards

• Timely delivery of Domestic / International First bag & Last bag

• Airlines, GHAs, Catering, Fueling, CISF
• GADL / GEMS

• Airside Operations, Terminal Operations, AOCC, BHS, Airport Systems
• S&V, GEMS, 3D, Projects & Engineering, Commercial
• IT, Amadeus, MT Section, Inline Security

• NIL

Service Behavior & Courtesy
∙ Maintain a CX behavior score of ≥ 4.5/5 based on mystery audits or supervisor evaluations.
∙ Demonstrate proactive assistance to passengers (minimum X instances per month).
Operational Excellence
∙ Maintain queue times within agreed KPIs (e.g., security < 10 min, check-in < 15 min).
∙ Ensure baggage delivery within SLA (e.g., first bag within 10–12 min).
∙ Maintain 100% compliance to SOPs while balancing customer needs.
Issue Resolution
∙ Resolve passenger queries on the spot where feasible; target ≥ 80% first contact resolution.
∙ Ensure timely closure of complaints raised through feedback channels.
Safety & Compliance + Courtesy
∙ Zero safety violations while delivering courteous passenger assistance.
∙ Provide clear and calm communication during irregular operations (IROPS). 

. Supervision of vendor manpower.

. Coordination with internal and external stakeholders.

• Graduate
• Master's degree preferably MBA in Aviation Management

• 3-4 Years experience with Airport Operations / GHAs / Airlines.
• Must possess a valid LMV Driving license
• Should be confident to drive LMV.
• General awareness of Aerodrome Design and Operations.
• Proficient in MS Office, Internet usage.