Lead – Engineering (Baggage)

Purpose/Objective

Lead - Baggage Operations is responsible for overseeing and optimizing baggage handling processes within the airport terminal. This role encompasses team management, operational efficiency, customer satisfaction, performance management, quality assurance, and stakeholder management to ensure the smooth and timely delivery of passenger baggage. Responsible for Business continuity strategy and sustain the performance levels.Responsible for strategy developments in anticipation of future or upcoming loads or variations and proactive measures to handle the operational constraints , Collaboration with stakeholders, external & Internal. Strive for the updated technology implementation including digitization and automation

Key Responsibilities of Role

Baggage Operations Management: Oversee all end-to-end baggage handling processes, including check-in, sorting, screening, loading, unloading, and claim operations to ensure timely, secure, and damage-free handling of passenger luggage. Implement standard operating procedures (SOPs) for efficient baggage operations that minimize delays, reduce mishandling incidents, and enhance passenger experience. Oversee daily operations with ground handlers, baggage handlers, and airline partners to streamline baggage flow and resolve any on-ground issues promptly. Baggage Process Improvement: Identifies opportunities and Data collation & analysis to improve baggage handling processes and reduce turnaround times & implements process improvements and utilizes technology to enhance efficiency. Develop, communicate, and test the Business Continuity Management (BCM) plans and processes, making situation-based amendments as needed. Optimizes resource allocation, including manpower and equipment, to maximize productivity. Monitor expenditure and implement cost-saving measures without compromising operational efficiency or service quality. Customer Satisfaction Strategies: Manages customer complaints and feedback related to baggage handling & develops and implements strategies to improve passenger satisfaction. Builds strong relationships with airlines and passengers to address concerns and enhance the overall baggage handling experience. Regulatory Compliance and Safety Standards: Ensure all baggage handling operations adhere to airport, airline, and regulatory standards, including IATA and ICAO regulations, TSA screening protocols, and airport safety guidelines. Conduct regular audits and inspections to ensure compliance with safety standards, baggage screening protocols, and quality benchmarks. Implement corrective actions to address non-compliance. Quality Assurance and Corrective Actions: Ensures adherence to quality standards for baggage handling processes & conducts regular audits and inspections to identify and address quality issues. Implements corrective actions to improve baggage handling quality and reduce errors. Stakeholder and Vendor Management: Collaborate with airlines, ground handling companies, security agencies, and airport authorities to ensure alignment and efficiency across baggage operations. Engage with baggage handling system (BHS) vendors and equipment suppliers to ensure timely maintenance, resolve technical issues, and negotiate contracts or service-level agreements (SLAs). Reporting and Performance Monitoring: Prepare regular reports and presentations for senior management on baggage operations performance, challenges, and areas for improvement. Implement data-driven strategies and monitor operational data to identify trends, prevent service disruptions, and enhance overall baggage handling quality. Team Leadership and Development: Manage a team of baggage handling supervisors, coordinators, and operational staff, providing leadership, training, and professional development opportunities. Foster a culture of teamwork, safety, and accountability within the baggage handling team, conducting regular performance reviews and monitoring team performance against established key performance indicators (KPIs). Key Stakeholders - Internal: Head - Terminal Operations Engineering and Maintenance Fire JCC and AOCC Ground Handling Supervisor Security Supervisor IT Department HR Department Finance Department Quality Assurance Customer Service Environment Techno commercial Airside & Safety Key Stakeholders - External: Airlines Baggage Handling Equipment Suppliers Regulatory Authorities (DGCA, AAI) Security Agencies Baggage Tracking System Providers Customers Customs Vendors Ground Handlers

Technical Competencies

Baggage Operations Management-AAHL,Customer Service Management-AAHL,Emergency Response and Preparedness-AAHL,Passenger Experience Management-AAHL,Resource Allocation and Optimization-AAHL,Safety and Security Compliance-AAHL

Qualifications and Experience

Educational Qualifications: Bachelor's degree in Engineering, preferred Electrical, Electronics & TC from reputed Institute . MBA in Operations , Project Management etc. Work Experience: Minimum of 12+ years of experience in baggage handling system and operations within a large-scale airport environment. And teams reporting shall be 100+ size.