Dy. Shift Lead - Terminal Operations

JOB PURPOSE The Associate Manager needs to ensure that all operational KPIs are met for their specific allocations in a shift to create an excellent passenger experience and delight for sustaining and improving the ASQ ratings of the airport. This role must oversee and direct the SLA adherence by service providers and must hold routine safety and process audits to ensure regulations are being followed. In addition, this role will need to constructively communicate with the internal and external stakeholders for smooth and hassle free operations. ORGANISATION CHART Associate Manager -->Head Terminal --> VP - Airport Operations KEY ACCOUNTABILITIES Accountabilities & Key Performance Indicators 1. Resource Management Ensure optimum utilization and availability of terminal infrastructure including check-in counters, self-service facilities, baggage handling systems, immigration counters, and passenger processing equipment. Coordinate with stakeholders for timely resolution of infrastructure breakdowns and operational disruptions. Monitor passenger throughput and operational performance against defined KPIs. Drive adoption of self-service technologies (SBD, CSCI, DY). KPI: Passenger throughput, operational KPI compliance, self-service utilization. 2. Passenger Facilitation Coordinate with Airlines, Customs, Immigration, CISF, and other stakeholders for seamless passenger processing. Support VIP/VVIP movements and ensure smooth passenger flow. Act as the primary point of contact for passenger concerns and service recovery. Assume Duty Manager responsibilities when required. KPI: Processing time, passenger complaints, service quality. 3. Stakeholder Management Liaise with airport stakeholders, concessionaires, government agencies, and airlines to ensure operational efficiency. Ensure compliance with safety procedures and airport regulations. KPI: Stakeholder satisfaction and complaint resolution. 4. Terminal Infrastructure & Compliance Conduct regular inspections, audits, and surveys of terminal facilities. Identify and address operational non-compliances. Monitor operational systems and provide timely updates during APOC assignments. KPI: Number of non-compliances, audit observations closure. 5. Emergency & Disruption Management Support stakeholders and passengers during operational disruptions and emergency situations. Execute emergency response procedures in line with airport emergency plans and SOPs. Ensure timely communication and coordination during incidents. KPI: Compliance with AEP/SOP requirements. 6. Customer Experience & ASQ/Skytrax Improvement Implement initiatives to enhance passenger experience and improve ASQ/Skytrax scores. Address passenger complaints within defined timelines. Ensure baggage delivery and passenger service standards are achieved. Proactively identify and resolve customer service issues. KPI: ASQ/Skytrax scores, baggage delivery performance, complaint resolution. 7. Service Provider Management Monitor outsourced service providers including customer facilitation, trolleys, information desk, transfer desk, and porter services. Ensure contract and SLA compliance. KPI: SLA adherence and service quality. 8. Process Improvement & Analytics Continuously evaluate terminal processes and identify opportunities for operational improvements and technology interventions. Analyze reports and dashboards to identify trends, improve efficiency, and support decision-making. Recommend and implement process enhancement initiatives. KPI: Number of improvement initiatives implemented. KEY ACCOUNTABILITIES - Additional Details Service-Behavior-&-Courtesy • Maintain a CX behavior score of ≥ 4.5/5 based on mystery audits or supervisor evaluations. • Demonstrate proactive assistance to passengers (minimum X instances per month). Operational-Excellence • Maintain queue times within agreed KPIs (e.g., security < 10 min, check-in < 15 min). • Ensure baggage delivery within SLA (e.g., first bag within 10–12 min). • Maintain 100% compliance to SOPs while balancing customer needs. Issue-Resolution • Resolve passenger queries on the spot where feasible; target ≥ 80% first contact resolution. • Ensure timely closure of complaints raised through feedback channels. Safety & Compliance + Courtesy • Zero safety violations while delivering courteous passenger assistance. • Provide clear and calm communication during irregular operations (IROPS). As per the CX targets mentioned EXTERNAL INTERACTIONS Airlines Ground Handlers CISF/ Customs/Immigration/APHO Service Providers appointed under department scope Apollo Medical Centre Animal and Plant Quarantine INTERNAL INTERACTIONS AOCC ASO/ Airside/CFL/ARFF Business Development –Non Aero Security and Control Technical Services/PMT Protocol FINANCIAL DIMENSIONS Outsourced Manpower contracts – Opex OTHER DIMENSIONS To handle the team of CSEs asper shift Coordination with internal and external stakeholders. To monitor the airline OTP- as per SOP EDUCATION QUALIFICATIONS Graduate Degree in any discipline ( Airline, Airport, Aviation Management background preferred) Knowledge of the basic principles and practices as they apply to airport operations, security and safety. Ability to establish and maintain work relationships with government officials and agencies, tenants, employees and the general public. Knowledge of ICAO annexures, ACI and relevant IATA Manuals. RELEVANT EXPERIENCE 4 - 6 years experience in Customer Handling / Hotel Management / Airport Operations Experience COMPETENCIES Performance Monitoring and Reporting (Practitioner) Passenger facility Management (Practitioner) Terminal Operations Processes (Practitioner) Passenger Flow Management (Practitioner) Aviation Regulations and Standards (Practitioner) Stakeholder Management (Internal and External) (Proficient) Crisis and Emergency Management (Practitioner) Customer Service Excellence and Complaints Management (Proficient) Social Awareness Entrepreneurship Personal Effectiveness Problem Solving & Analytical Thinking Planning & Decision Making Capability Building Strategic Orientation Stakeholder Focus Networking Execution & Results Teamwork & Interpersonal influence