Associate Manager - QSD

JOB PURPOSE

Effectively drives the organization s customer focused approach through effective communication to customers responses received on ORM / social media platforms and monitor and improve the sentiments conversion through planned strategies. Conversion of negative sentiments to positive and strategies with the ORM agency, benchmarking with peer airports , good practices adopted by global airports to handle their ORM.

ORGANISATION CHART

Head ASQ & Process Excellence --> Associate Manager - ORM

KEY ACCOUNTABILITIES

KEY ACCOUNTABILITIES - Additional Details

EXTERNAL INTERACTIONS

• Work with various regulatory agencies such as CISF, BOI, Customs on sentiments received on SMs which are negative and repetitive in nature.

INTERNAL INTERACTIONS

• Internal departments of GHIAL


• Corp Comm for External Communication


• CEO Office for Periodic Updates Escalation of Tickets to respective process owners and seek approval on responses wherever applicable. Collaborate with all the process owners to achieve the right response within the time limits.


• Understanding the needs of different stakeholders and communicating with them appropriately.


• Work with process owners to bring about the improvement in passenger experience

FINANCIAL DIMENSIONS

• Operate within OPEX & CAPEX Budget

OTHER DIMENSIONS

• Responsible for handling appointed agencies ORM/SM Executives (4 to 5 nos. ) and scalable as per requirement.
• Training /familiarization of the ORM staff on various processes at passenger touch point for effective understanding the operations while responding to the sentiments.

EDUCATION QUALIFICATIONS

• Graduate & Post-Graduation in Mass communication / Social Media management
• Certification in ORM/ Digital marketing

RELEVANT EXPERIENCE

• 8 to 10 years of relevant experience in handling ORM/SM handles of reputed brands (Airports, Airlines, Travel agencies, service industry etc. )


• Minimum 6 years experience in Aviation/Airport Sector


• Exposure to IMS and Lean Working


• Hands On Exposure in Training Domain

Skillset for Survey Management and Passenger Experience Research

COMPETENCIES