Senior Associate -AOCC

The core purpose of this role is to investigate all complaints of theft/pilferage received from the passenger, airlines, visitors and concessionaires as well as other miscellaneous complaints related to airport security.   He/she shall also ensure error free operations of entire CCTV systems on real time basis in coordination with IT and will be responsible for issuance of access control cards to the eligible staff of the entire airport community as per laid down procedures and rules.

Accountabilities

Key Performance Indicators

Ensure fruitful investigation of all the complaints received from passengers, airlines, visitors and concessionaires and bringing all such complaints to a logical conclusion within 3 business days.

Percentage of fruitful investigations

Responsible for the investigation and timely completion of all the complaints received from CMS team.

Adherence to statutory regulations / SOPs / BCAS Circulars

Ensure proper documentation and maintaining of data/evidence, such as investigation reports, CCTV footage, snapshots and x-rayed images, of each and every complaint and producing the same to the local police for further legal actions.

Number/percentage of incidents

Preparation of MIS report on thefts and pilferage of registered baggage and analysis of trends and patterns for recommending course corrections, if required

Submission of timely MIS/recommendations and number of instances of deviation

Defining access levels of all AEP holders according to the AEP zones/jobsand responsibilities and recommend suitable access zones

Adherence to statutory regulations / SOPs / BCAS Circulars

Ensure timely and error free issuance of Access Cards to employees of various agencies working at the airport to access different Access Controlled areas at PTB and ATC upon approval from the competent authority.  Also to ensure strict vigil on misuse of access control cards.

Numbers / Instances of deviation

Maintenance of data related to access cards/card holders and generation access logs/event reports related to card holder from Access Control Server on a day to day basis and report deviations

Number of instances of deviations

Ensure error free operations of entire CCTV systems on real time basis in coordination with IT and CISF.  Assist GM/AGM in survey / mapping of CCTV coverage and identifying grey locations

Adherence to regulations of statutory/regulatory authorities.

Ensure serviceability and maintenance of all CCTV & Access Control systems in coordination with IT & TS and monitor access control system for access violations/misuse

No. of instances and downtime of systems/Cameras

Follow up/Coordination with IT and Technical teams to ensure the serviceability of all security gadgets.

No. of instances and downtime of gadgetries

Ensure ILB Screeners’ certification is not lapsed and also clear the BCAS proficiency tests as per prescribed schedule to keep the certification valid (Mandatory)

BCAS screeners certification test results

To ensure error free baggage screening process by thorough interpretation of images and carrying out systematic physical examination of the baggage.

Adherence to regulations of statutory/regulatory authorities.

Thorough knowledge and ability to effectively use all security gadgetries including explosive detection equipments and its timely upkeep.

Number / percentage of breakdowns

Dissemination/escalation of all the potential security threats to the appropriate authority as per the laid norms and regulations.

Number / percentage of instances.

Proficiency in computer operations and well informed about airport security regulations with good communication skills.

Number of instances of deviations

Assist GM/AGM/Manager, S&C in supervising the functioning of various branches of Security & Control team and attend such other matters as may be assigned to him by the Head Security from time to time.

Number of fruitful assignments

Ensuring smooth functioning of AOCC Security Help Desk and training of new staff deployed at desk

Adherence to SOPs

External

1. Airlines, Ground Handlers, Concessionaires, Service Providers etc.,

  2. Regulatory and Enforcement Agencies viz., BCAS, CISF, State Police, Immigrations, Customs etc.

Internal

1. All GHIAL Departments viz., ARFF, TOPS, Customer Facilities, Admin, Airport Operations Control Center
2. GADL Teams – PMT, TS and IT
3. RAXA Security Services

1. Excellent knowledge of functioning of security gadgetries and acumen for investigation with lots of perseverance
2. Excellent liaison with all stake holders including state police, CISF, Customs and Immigration.
3. Dealing with multi organizational and cross functional teams
4. To attend huge volumes of complaint both from internal stake holders as well as from CMS team and to close all cases to the satisfaction of the complainant.

•              7-8 years’ relevant work experience in Airport Security Operations.  Essentially, experienced in investigations using electronic gadgetries.