Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Associate Manager QSD

INDIRA GANDHI INTERNATIONAL AIRPORT (IGIA)

8 - 10 years

25 - 30 Lacs

hyderabad

Posted:6 days ago| Platform:

Apply

Skills Required

opex networking aviation analytical social media service industry sms digital marketing ims analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

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

ORGANI ION CHART

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

KEY ACCOUNTABILITIES

Responsibilities

Key Performance Indicators (KPIs)

Key Account manager for handling ORM agency.
itor the entire ORM sentiments received through various channels and ensure a fast and correct response.
Coordinate with various stakeholders (Internal/External) to obtain credible inputs and respond to passenger feedback/queries accordingly.
Prepare shift roster for the SM Executives and itor adherence to the roster. Approval of any new candi for SM Executive before boarding.
Ensure SLA itoring and as Key account manager for an appointed ORM agency.
thly Meetings with the senior team of the ORM agency for performance review.

Adherence to FRT KPI
Feedback closure TAT
Roster Adherence
Recruitment process
SLA itoring

Conduct response quality audit on the responses posted by ORM across various channels and share inputs for improvement.
Handhold/ train the ORM/ on any process changes and response strategy
Convert Negative Sentiment to Positive Sentiment by effective engagement and on-ground coordination through planned strategies.
Prepare shift report and escalate any high influencer tweets/feedback to the relevant departments.
Keep track of all the conver ions, brief on the repetitive negative sentiments follow the escalation matrix in time to ensure brand reputation.

No. of Quality Audits conducted

Sentiment Conversions / sentiment Score

No. of escalated cases

Weekly up on CEO focus areas with respect to ORM performance
Weekly review of Response Playbook (curated response database)-in-line with the latest process changes /improvements

thly & weekly reports
Playbook should be up to

Work in close coordination with Corpmunication team and seek input on any branding related posts/ promotional posts for response management.

As per Corp Com plan

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 Up 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 keting

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

Personal Effectiveness
Social Awareness
Entrepreneurship
Problem Solving & Analytical Thinking
Planning & ision Making
Capability Building
Strategic Orientation
Stakeholder Focus
Networking
Execution & Results
Teamwork & Interpersonal influence
Performance itoring and Reporting (Practitioner)
Customer Experience (CX) Optimization (Proficient)
Analytics and Insights (Practitioner)
Customer Relationship Management Systems (Proficient)
Process and Service Excellence (Practitioner)

More Jobs at INDIRA GANDHI INTERNATIONAL AIRPORT (IGIA)

Sr. Associate - F&A

Hyderabad

Experience: Not specified

INR 2 - 5 Lacs

Circle In Charge

Ballia

5 - 6 yrs

INR 3 - 7 Lacs

Circle In Charge

Mainpuri

7 - 10 yrs

INR 4 - 8 Lacs

Trainee- Security

Hyderabad

2 - 7 yrs

INR 3 - 4 Lacs

AM - Branding, Marketing Comm & Advocacy

Hyderabad

7 - 12 yrs

INR 6 - 10 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Digital Marketing Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

INDIRA GANDHI INTERNATIONAL AIRPORT (IGIA)

Aviation/Airports

Delhi

Login to

Please Verify Your Phone or Email

Confirm Action

Associate Manager QSD