Assistant Manager - Terminal Operations

Purpose/Objective

Executive - Terminal Operations plays a crucial role in ensuring the smooth and efficient functioning of the airport terminal. This position involves a wide range of responsibilities, including passenger service, process adherence, customer satisfaction, safety, teamwork, and administrative tasks to deliver an exceptional passenger experience.

Key Responsibilities of Role

Terminal Operational Support: - Provides direct support to passengers and airport staff during terminal operations & assists with passenger check-in, boarding, and baggage claim processes, ensuring a smooth passenger journey. - Handles general inquiries and resolves minor passenger issues efficiently and professionally. - Address complaints and concerns as assigned by the Duty Terminal Manager and excalates issues to Duty Terminal Manager. Process Adherence: - Ensures strict adherence to terminal operating procedures and guidelines & supports the implementation of new processes and initiatives to improve operational efficiency. - Contributes to data collection and reporting to support performance analysis and decision-making. Budget Preparation & Forecasting: - Aid in forecasting departmental expenditure, ensuring accurate CAPEX/OPEX allocation. - Assist in tracking the budget against actuals and provide necessary reports to the senior management for informed decision-making. Outsourced Staff Management: - Monitor and manage outsourced staff to ensure compliance with service level agreements (SLAs) and performance expectations. - Handle complaints, disciplinary issues, and provide training as required to enhance service delivery. - Resolve salary and attendance-related issues by coordinating with HR and payroll departments. Safety and Security Compliance: - Support the implementation of safety protocols and procedures to ensure a secure and safe terminal environment for both staff and passengers. - Assist in monitoring compliance with safety regulations and report any incidents to senior management for further action. Teamwork and Collaboration: - Assist in managing the training calendar by scheduling, organizing, and tracking training sessions for terminal operations staff. - Coordinate between departments reporting to the Head of Terminal to ensure alignment in operational goals and support in cross-departmental activities. Administrative Tasks: - Performs a variety of administrative duties including accurate and timely data entry, maintaining organized documentation and filing systems, and providing general office support. - Contributes to the smooth running of terminal operations by providing administrative support to the team, including scheduling appointments, managing correspondence, and preparing reports. Data Collation & Reporting: - Assist in compiling daily operational data and ensuring accurate collation for reporting. - Support the preparation of Senior Management Reports by organizing key performance indicators and metrics. Stakeholder Management: - Shift wise coordination will all regulatory agencies, airlines and ground handlers. Participate in Training Programs - Attend all scheduled mandatory classroom and E-Vidyala training sessions as per the training calendar. - Identify personal areas for improvement and career development, and self-nominate for relevant training sessions that align with those goals. Key Stakeholders - Internal: Duty Manager - Terminal Operations Facilities Department Finance Department HR Department IT Department Procurement Department Security Department Customer Service Maintenance Department Key Stakeholders - External: MoCA,MCGM, BCAS, BOI, Customs,CISF,APHO Ground Handling Agencies Retail and Food Outlets Government Regulatory Bodies Airport Authority of India (AAI) Travel Agents Car Rental Services Security Agencies

Technical Competencies

Customer Relationship Management System (CRMS)-AAHL,Data Analysis and Interpretation-AAHL,Emergency Response and Preparedness-AAHL,Passenger Experience Management-AAHL,Safety and Security Compliance-AAHL,Terminal Operations Management-AAHL

Qualifications and Experience

Educational Qualifications: Bachelor's degree in Business Administration, Aviation Management, or a related field is essential. Work Experience: 3-5 years of experience in airport terminal operations, with a strong focus on managing diverse stakeholders, optimizing passenger experience, and driving operational efficiency.