AM - CFL - Contracts & Logistics

The Dy Shift Lead – CFL is a supervisory role responsible for ensuring seamless operations and adherence to KPIs across assigned terminal allocations during a shift. Acting as the single point of contact, the role coordinates with floor executives, service providers, and internal/external stakeholders to maintain facility standards and resource availability. The incumbent oversees on-duty grievance redressal, monitors service provider performance against SLAs, and ensures compliance with operational checklists. By upholding service quality and facility readiness, the role directly contributes to enhancing the Airport Service Quality (ASQ) score and supports the strategic vision set by the Head – CFL.

Responsibilities

Key Performance Indicators (KPIs)

Service Delivery & Passenger Experience

• Ensure cleanliness, hygiene, and upkeep of terminal areas during the shift.
• Conduct regular washroom inspections and initiate immediate corrective actions.
• Support ambience enhancement efforts by reporting issues and assisting in minor upgrades.
• Coordinate with maintenance teams for timely resolution of infrastructure issues.
• Capture and escalate passenger feedback for service improvement.

• Shift-wise washroom audit scores.
• Number of passenger complaints resolved within shift.
• % of cleanliness issues resolved within SLA.

Vendor & SLA Management

• Supervise on-ground performance of housekeeping, pest control, and logistics vendors.
• Ensure vendors adhere to shift-level SLAs and report deviations.
• Monitor consumable stock levels and usage patterns.
• Provide feedback on vendor performance for contract reviews.

• SLA compliance rate during shift.
• Number of vendor escalations.
• Consumable usage variance vs. norms.

Facility Planning & Infrastructure Integration

• Support integration of new facilities by ensuring operational readiness during shift.
• Report infrastructure gaps or needs observed during operations.
• Assist in implementing minor facility changes or relocations.

• Readiness of new facilities for shift operations.
• Number of infrastructure issues escalated and resolved.
• Shift-level support provided for new setups.

Key Performance Indicators

(KPIs)

• Manage logistics and respond to unplanned events during the shift.
• Ensure readiness for special operations (e.g., Haj flights, VIP movements).
• Implement shift-level process improvements and digital tools.

• Conduct safety checks and ensure compliance with SOPs.
• Report and close safety observations within the shift.
• Ensure proper waste disposal and pest control practices.

• Roaster the Manning in the shifts
• Mentor junior staff and provide on-the-job training.
• Encourage team participation in training and engagement activities.
• Address team concerns and escalate unresolved issues.

• AAI
• Airlines, GHAs, Concessionaires
• Service Providers

• Finance, P&C, HR, Legal
• Business Development Non-Aero
• PMT/ TS/ IT
• Other Ops Departments –TOPS, APOC, ASO, Safety & Environment, Security & Control

• To Manage budget of 5+ Crs

• Supervise Floor Executives during shift
• Supervising all contract staff providing Services under direct contract with CFL during the shift.

• Graduate / Post Graduate in Hotel Management

• Hospitality/MNC/Airlines
• 6 -9 years of relevant experience