Executive- Operations Commercial Non Aero

JOB PURPOSE

•    To contribute to the Airports Mission of achieving sustainable growth by Delivering Quality Service & Customer Experience for shopping and dining through fulfilling following responsibilities chalked out by the department.

    Monitor operational performance of external Service Providers as per the Service Level Agreements (SLAs)
    Responsible for inspecting all Concessionaires operational areas per checklist and schedule. 
    Monitor Compliance requirements for Service Quality Audits
    Responsible for inspecting all Concessionaires operational areas for Fire prevention, Safety and other compliances.
    Complaint/Grievance/Feedback management by facilitating suitable actions for immediate attention and escalation. Root cause investigation and analysis of recurring complaints for process improvement.
 

ORGANISATION CHART

KEY ACCOUNTABILITIES

1.Inspect and monitor operational performance of external Service Providers as per the Service Level Agreements (SLAs) and preparing required reports.
•    Conduct checks of overall functionality as per checklist – deployment and Systems
•    Monitor Service quality standards are met
•    Revenue leakage opportunities to be identified and steps to be taken to arrest gaps in system.

2.Responsible for inspecting all Concessionaires operational areas per checklist and schedule. Monitor Compliance requirements for Service Quality Audits and preparing required reports.
•    Check functionality of all concessionaires as per the set operational timelines. 
•    Monitor waste management & pest control services of food & beverage/Retail units, Commercial areas.
•    Inspect functionality of services such as – Vending machines, business center, Wi-Fi, Smoking Lounges etc

3.Conduct Audits of 400 plus Commercial outlets along with pier team members across Retail, F&B, Services, Warehouses
•    Ensure hygiene factors and cleanliness of the outlets is apt for a good and positive passenger experience.
•    Rewards & Recognition – audit scores validity and in a timely manner

4.Aeroplaza – conduct daily inspections, issue resolution, escalation of observations, process violations, gas bank and other compliances
5.Responsible for inspecting all Concessionaires operational areas for Fire prevention, Safety and other compliance and maintain tracker sheets for more than 250 locations
•    Conduct inspections and check infrastructure, equipment’s, and installations. 
•    Ensure work practices at outlets meets Safety requirements.

6.Complaint/Grievance/Feedback management by facilitating suitable actions for immediate attention and escalation. Root cause investigation and analysis of recurring complaints for process improvement.

7.Conduct 5S familiarization across Concessionaires, follow up 5S implementation and inspections 
8.Manual bill inspections, Revenue leakage control – Monthly/periodically
9.Service Providers such as Pest Control agencies, Housekeeping agencies – monitor and coordination
10. Maintenance, breakdown of infrastructure, Terminal resources impacting Commercial operations and passenger experience.

EXTERNAL INTERACTIONS

External
 Service Providers, Contractors, Airport agencies
Concessionaires 
External auditors, CISF

INTERNAL INTERACTIONS

Internal
All Operational departments 
Vertical Heads, Key Account Managers
Business Excellence, Service Quality Department
 

FINANCIAL DIMENSIONS

OTHER DIMENSIONS

EDUCATION QUALIFICATIONS

RELEVANT EXPERIENCE

COMPETENCIES