Head - Terminal Operations, CFL, Landside & Pax Experience

Job Description

To lead the Terminal Operations including Customer Facilities, Landside management and Passenger experience . Incumbent will be responsible for entire Terminal landside Management of GNIAL. Ensure and deliver exceptional and world class service standards with prime focus on Processes, Service quality and Passenger experience in a safe, sustainable and cost effective manner adhering to all regulatory compliances. ORGANISATION CHART Head - Operations Head-Terminal,CFL,Pax Ex Landside Ops KEY ACCOUNTABILITIES Accountabilities Performance Indicators Plan and execute ORAT Strategies for successful timely launch of Terminal Operations Adherence to Project Management Schedule for COD of the airport Operations with all regulatory compliances in place. Ensure highest, safe and secure service standards to passengers from their arrival at curbside until boarding the flight and vice versa ASQ Score (Individual Parameters) Passenger experience feedback Social media Analytics Scores/Feedback counts Lead the teams in their functioning and create a working environment of team work and vibrant atmosphere for efficient and effective services. EE Score Handling of special projects in Terminal Landside. MOCA /DGCA advisories related to passenger experience enhancement. Terminal/ Landside refurbishment. New Airport Expansion EXTERNAL INTERACTIONS AAI/IMD DGCA Ministry of Civil Aviation CISF/Customs State Fire Service Dept. Disaster Management Special Protection Group Airlines Ground Handlers and Service Providers INTERNAL INTERACTIONS All GNIAL Functional Operational Teams including Senior Management FINANCIAL DIMENSIONS Ensure effective management of AOP/Budget OTHER DIMENSIONS Manage Direct team size of ~ 14 Nos and other Service providers and their personnel Interaction with Multi-dimensional stakeholders with appropriate grace, humility and teamwork EDUCATION QUALIFICATIONS Graduate/MBA preferably in Aviation Services Relevant certification/courses from credible institutions/organizations. RELEVANT EXPERIENCE 15 to 18 years experience in airport operations (having more than 8 million passengers)//Large Hotel (5 Star Deluxe /5 Star) Chains/Airline Operations (At least 100 Movements/Day) Experience in running large Terminals Should have worked in multi-agency environment. COMPETENCIES Teamwork Interpersonal influence Stakeholder Focus Planning Decision Making Execution Results Networking Personal Effectiveness Social Awareness Strategic Orientation Problem Solving Analytical Thinking Entrepreneurship Capability Building