Associate Manager - Terminal Operations
Delhi, IN
JOB PURPOSE
The Associate Manager needs to ensure that all operational KPIs are met for their specific allocations in a shift to create an excellent passenger experience and delight for sustaining and improving the ASQ ratings of the airport. This role must oversee and direct the SLA adherence by service providers and must hold routine safety and process audits to ensure regulations are being followed. In addition, this role will need to constructively communicate with the internal and external stakeholders for smooth and hassle free operations.
ORGANISATION CHART
Accountabilities | Key Performance Indicators |
---|---|
Resource Management • Ensure optimal usage and availability of airport infrastructure (Check-in counters, PESC zone, Immigration counters, CUSS, BHS etc.) • Real time coordination with concerned department in case of break down or inconsistency of airport infrastructure as per the fall back procedures |
• Passenger throughput as per defined KPI • As per agreed operational KPIs |
Passenger Facilitation • Coordinate & liaise with stakeholders (Airlines / Customs/ Immigrations / CISF) for seamless passenger processing (both arrival / departure). • Support manager in planning and executing the smooth flow of VIPs/dignitaries through the terminal. • First point of contact for Passenger interface at their allotted zone to handle and resolve any concerns, or feedback to enhance Passenger experience. • Will assist the Duty Manager and will take over the responsibilities of the Duty manager in his/her absence |
|
Stakeholder Management |
No. of Complaints |
Terminal Infrastructure • Inspect all areas of the Terminal building regularly and take corrective action for noncompliance as necessary • Conduct routine audits/surveys in the Terminal and initiate corrective actions if needed |
No. of Non Complaints |
Interim International Departure Terminal Will be responsible to independently handle the Interim International Departure Terminal operations. |
KEY ACCOUNTABILITIES
Handling emergencies • Interaction with Passengers/stakeholders during any disruption/inconvenience and update the same to Terminal Manager. • Extend the necessary support to stakeholders during any disruptions and emergencies (fire evacuation, bomb threat calls, Aircraft emergencies or any other exigencies) as per SOP. |
As per AEP |
Improve ASQ Score |
Score of ASQ Parameters related to TOPS • Ease of finding your way through airport |
Service Providers SLA adherence • Monitor and manage the service provider’s activity and administrative responsibility towards passenger services: outsourced customer facilitation, Paid Porter, Tubs and Trolleys, Information desk, Transfer desk and any other introduced from time to time. |
SLA adherence |
Process Improvement • Evaluate the process flow at all areas and come up with innovative ideas/technological interventions that would lead to process improvement. • Responsible for Analysis of Reports and dashboard to investigate trends, predict patterns and discover insights. The same to be further shared to Terminal Manager. |
|
Training • Train and mentor new joiners for deployment in shift by imparting familiarization sessions pertaining to Terminal Operations. |
EXTERNAL INTERACTIONS
- Airlines
- Ground Handlers
- CISF/ Customs/Immigration/APHO
- Service Providers appointed under department scope
- Apollo Medical Centre
- Animal and Plant Quarantine
INTERNAL INTERACTIONS
- AOCC
- ASO/ Airside/CFL/ARFF
- Business Development –Non Aero
- Security and Control
- Technical Services/PMT
- Protocol
FINANCIAL DIMENSIONS
Outsourced Manpower contracts – Opex Rs. 6 crore per annum
OTHER DIMENSIONS
- 8 team members reporting
100 outsourced manpower engaged in various operations activities
EDUCATION QUALIFICATIONS
• Graduate Degree in any discipline ( Airline, Airport, Aviation Management background preferred)
• Knowledge of the basic principles and practices as they apply to airport operations, security and safety.
• Ability to establish and maintain work relationships with government officials and agencies, tenants, employees and the general public.
• Knowledge of ICAO annexures, ACI and relevant IATA Manuals.
• Good Communication Skills
RELEVANT EXPERIENCE
- 8-10 years
- Should have 2 – 4 years of supervisory experience
COMPETENCIES
- Personal Effectiveness
- Social Awareness
- Entrepreneurship
- Problem Solving & Analytical Thinking
- Planning & Decision Making
- Capability Building
- Strategic Orientation
- Stakeholder Focus
- Networking
- Execution & Results
- Teamwork & Interpersonal influence