CSE - TOPS & CFL

Accountable for delivery of Terminal Operations at the Airport and monitor operations on shift at Terminal - facilities / infrastructure 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 (KPIs)

Terminal Operations Monitoring

• Monitor and check all processes, procedures, SOPs, and work instructions to ensure they follow regulatory guidelines during the shift at the Passenger Terminal Building (PTB).
• Ensure service delivery standards are met across key touchpoints during the shift to uphold customer satisfaction.
• Oversee availability and serviceability of buggies, wheelchairs, trolleys, and drinking water stations.
• Assist in conducting regular SOP reviews and audits for compliance and operational excellence.

• No. deficiencies reported
• No. of issues / feedback highlighted
• No. of observations closed

Emergency Response & Contingency Handling

• Handle emergency responses during any eventuality in the shift, such as bomb threats, evacuations, and medical or other contingencies as per laid down SOPs.
• Coordinate with relevant internal and external stakeholders during emergencies to ensure swift and effective resolution.

• No. of incidents handled, and feedback reported

• Vendors, CISF, Airlines, Ground handling agents, service providers

• Airport Operations functions- TOPS, Estate Management and AOCC. Departments - IT, P&E, Finishes, Airline Marketing and Route development team

• Nill

• NA

• Graduate in any discipline
• Proficient in MS office especially in Excel, word and Power point.
• Proficient in basic data analytics.
• Degree in advanced analysis is an added advantage

• 3-4 years of experience and good knowledge of airport operations and knowledge of basic airport systems of AOCC, Slots & Planning and Terminal Operations.
• Advanced knowledge of systems in use at the Airport for passenger convenience and processing.