Assistant Manager - Pranam (Sales Lead)

As an Operations Lead - Pranaam at Adani Airports Holding Limited, your primary responsibility is to drive growth and excellence of Pranaam Services at a large airport by achieving revenue targets through strategic partnerships and business development initiatives. Your role aims to ensure an exceptional customer experience by managing service delivery, optimizing operations, and maintaining quality standards. Additionally, you will be responsible for building strong stakeholder relationships, ensuring compliance, handling crises efficiently, and fostering team development to uphold a culture of continuous improvement and service excellence. Your key responsibilities will include: - Driving business growth through strategic tie-ups with corporates and achieving revenue targets for Pranaam and Porter Services at large assets. - Leading initiatives to enhance and maintain high service quality and guest satisfaction by overseeing guest experience and service delivery for Pranaam Services. - Expanding business networks, building strong relationships with corporates, hotels, and travel agents, and creating new opportunities. - Ensuring operational efficiency by maximizing resource productivity, optimizing staff rostering, and managing duty allocation effectively. - Implementing feedback management, continuous process improvement, and monitoring customer insights for better service. - Ensuring all Pranaam services meet quality standards and comply with relevant regulations through quality assurance frameworks and regular audits. - Leading the response to operational disruptions, emergencies, or customer complaints, ensuring swift and effective resolution while maintaining service quality. - Utilizing data-driven approaches to inform decision-making, identify trends, and improve service delivery and customer satisfaction. - Overseeing recruitment, training, and development of frontline team members, fostering a culture of continuous improvement and strong customer focus. - Embracing and promoting a digital-first approach to enhance Pranaam Services by leveraging technology to optimize operations, improve customer experience, and drive innovation. You will work closely with key internal stakeholders such as the Head of Pranaam, Commercial Team, Finance Team, BD & Marketing Team, Human Resources, and IT Team. Externally, you will engage with stakeholders including Concessionaires, Airlines, Ground Handlers, Marketing Agencies, Social Media, Customs, Immigration, BCAS, AAI, CISF, and Passengers. To qualify for this role, you should have a Bachelor's degree in Business Administration, Hospitality Management, or a related field, along with 12+ years of experience in hospitality or customer service management, especially in airport or travel-related services, and at least 3 years in management roles.,