Manager (APOC- Terminal)

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.

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.