Job
Description
Job Purpose The role is responsible for the entire terminal management and needs to provide operational leadership for Terminal Operations & Guest Relations at GHIAL. This role requires strategize plans for extending exemplary services & facilities to passengers and stake holders to achieve highest standards of customer satisfaction and ASQ score of the organization. The incumbent will be responsible for adherence to the standards & recommendations from IATA, ICAO, ACI and MoCA. The role acts as the accountable manager for all operation related issues in the terminal, apart from operations the role is responsible for CMS (nodal officer for CMS), Baggage handling system, resource planning, all space allocation, projects that are taken up at terminal. To ensure excellent airport experience for VIP's,CIP's ,Celebrities, Bureaucrats, and Media thus creating good will for Organization and also build the brand image of GHIAL by ensuring showcasing Airport , GMRVF and other facilities to them. The incumbent ensures service levels at the airport are best in the industry by ensuring SLA adherence by outsource agencies and service providers. The role convenes & chairs Airport Facilitation meeting, Airport Security meeting , OTP committee meeting ,Haj Committee, coordination meeting -BCAS, CISF, Plant animal quarantine, airline operators committee etc Head - Terminal Operations holds the strategic responsibility for ensuring that the Terminal remains in compliance with appropriate OMDA & regulatory framework. The incumbent leads & drives smooth & cost effective operations, in and around terminal building focusing on high safety standards. The role strategizes and executes plans for extending exemplary services & facilities to passengers and stakeholders to achieve highest standards of customer satisfaction and ASQ score. The incumbent will be responsible for adherence to standards & recommendations from IATA, ACAO, ACI and MoCA ORGANISATION CHART Key Accountabilities Accountabilities Key Performance Indicators Terminal Operations – Compliances: Drive terminal operations as per operations strategy, yearly action plans and agreed KPIs Assure highest and safe customer service standards to passengers (from arrival to boarding) To develop, establish, monitor “best in class” standards and SOPs, in compliance with regulatory guidelines Ensure frequent up-dation of SOPs and guidelines to adhere to the fast-changing and evolving requirements for world class operations OMDA compliance. ASQ score (overall & individual parameter) KPI No of SOPs, SLAs and Adherence Compliance to Concession Agreements ASQ Score & Rating No of incidents Airline/Passengers experience feedback Stakeholder Management: Lead the monthly Airport Facilitation Meeting Establish and maintain a close collaboration with all stakeholders that are part of the service delivery: the airlines, Ground Handlers, CISF, Customs and Immigration Seek continuous improvements in terms of processes, cost optimization and service standards Maintain a close collaboration and team work with all the internal stakeholders – Commercial Teams, Security, Quality, P&E, IT to assure overall passenger experience AFC meeting, closing of open points. C-Sat score. CIPs, Cost Control Measures Handling of emergencies: Establish a close relationship with the medical service provider to assure highest medial support to passengers and the airport community. Manage all the emergency centers in case of an airport emergency as per the Airport Emergency Plan. Ensure the proper functioning of all Terminal emergency exit routes for a swift evacuation in an emergency SOP for medical support. Emergency exercises Incidents EXTERNAL INTERACTIONS Team Development, Engagement & Leadership:Team Development, Engagement & Leadership: Establish the competency framework for all the Terminal staff and plan the training needs as per the identified requirements. Encourage employee engagement through delegation and the participation in special projects like Kaizen, CIP, BLIP, CFT, Idea factory or ToC. Drive the Engagement Action Planning and Initiatives Competency mapping Training: planning and execution both for professional as well as soft factor training Results of special projects EE score Other Aspects Take special care of passengers with reduced mobility, elderly passenger’s families or passengers that need support. Closely Monitor with the Terminal Safety Teams in terms of any safety hazards and ensure risk mitigation plan is in place Manage Trolley Operations, Buggy Operations, Trolley Manpower (160 in number)out OMDA compliance. PRM reports Buggy operation, Trolley Operations Safety Incidents, Action Taken Reports AOP and Cost Aspects Continuously seek cost effective solution without compromising the service standards. Strictly adhere to the budget allocations. Budget control Cost optimization measures INTERNAL INTERACTIONS FINANCIAL DIMENSIONS Annual Operating and Capex Budgets : 20 Crs Other Dimensions Total strength of Terminal Ops – 100+ Education Qualifications Master’s degree preferably MBA Relevant Experience At least 15 to 20 Years’ Management Experience in Aviation sector – ideally within a multiple terminal environment (of at least +40mppa). In-depth understanding of legal and regulatory framework within Civil Aviation Sector. Experience in dealing with senior levels of Government, Regulatory, Industry bodies & Airlines (at International level). Excellent leadership ability and skills to lead a multi-cultural and diversified large team. Exposure in Business development and Stakeholder management. COMPETENCIES Capability Building Strategic Orientation Social Awareness Entrepreneurship Execution & Results Teamwork & Interpersonal influence Problem Solving & Analytical Thinking Planning & Decision Making Personal Effectiveness Stakeholder Focus Networking Show more Show less
