Airport Terminal Operations Manager

Duty Terminal Manager

Responsibilities

Terminal Operations Shift Management:

• Oversees all terminal operations during the assigned shift, ensuring smooth passenger flow and on-time departures & coordinates with other departments for efficient operations.
• Manages staff schedules and assignments to optimize resource utilization.

Lounge Management and Customer Service:

• Delivers exceptional customer service by assisting passengers with their needs and resolving issues promptly & builds positive relationships with passengers to enhance the overall airport experience.
• Assist in the management of reserved lounges, ensuring a high standard of service and a seamless experience for passengers.

Trolley Operations and Asset Management:

• Oversee the management and maintenance of trolley operations, ensuring availability and cleanliness.
• Assist in managing the asset lifecycle, including regular checks and prompt reporting of any defects or damages.

Golf Cart and Inter Terminal Coach Operations:

• Coordinate the timely deployment and safe operation of golf carts and inter-terminal coaches.
• Ensure service levels are met, track performance scores, and address any complaints or operational issues promptly.

Staff Supervision:

• Provides leadership and guidance to the terminal operations team during the shift & monitors staff performance and addresses issues promptly.
• Ensures adherence to operational procedures and standards among staff members.

Vendor Management:

• Manage operational aspects related to vendor management, golf cart management, baggage and shopping trolley management, Baggage Handling System (BCS) management, and inter-terminal coach management to ensure smooth operations and enhancing passenger experience within terminal
• Monitor vendor performance and address any discrepancies to maintain operational standards.

Problem Solving:

• Identifies and resolves operational issues and challenges that arise during the shift & implements immediate solutions to minimize disruptions.
• Collaborates with other departments to address complex issues and find effective solutions.

Emergency Response Management:

• Lead emergency response efforts during shifts, effectively managing situations such as bomb threats, evacuations, medical emergencies, and other contingencies.
• Ensure all actions are carried out in accordance with laid-down SOPs and conduct post-incident reviews for continuous improvement.

Special Events and VVIP Movements:

• Support the coordination of special events, ensuring smooth execution, budgeting, and event calendar management.
• Assist in planning and ensuring security arrangements for VVIP movements, including liaising with relevant authorities for smooth execution.

Safety and Security Compliance:

• Ensures compliance with safety and security regulations and procedures during the shift & conducts safety checks and responds to incidents.
• Coordinates with security personnel to address security concerns and maintain a safe environment.

Operational Efficiency:

• Optimizes resource utilization during the shift to maximize efficiency and minimize costs & implements process improvements to enhance operational performance.
• Monitors key performance indicators (KPIs) and takes corrective actions to improve performance.

Stakeholder Management:

• Shift wise coordination will all regulatory agencies, airlines and ground handlers.

Team Leadership and Development

• Supervise and manage the terminal operations team during shifts, ensuring high levels of employee engagement and discipline.
• Identify training needs of employees and ensure team members participate in all mandatory classroom training sessions.

Key Stakeholders - Internal:

Lead - Terminal Operations

Facilities Department

Ground Handling Supervisor

Security Supervisor

IT Department

HR Department

Finance Department

Quality Assurance

Customer Service

Key Stakeholders - External:

Airlines

MoCA,MCGM, BCAS, BOI, Customs,CISF,APHO

Ground Handling Agencies

Retail and Food Outlets

Government Regulatory Bodies

Airport Authority of India (AAI)

Travel Agents

Car Rental Services

Security Agencies

Qualifications

Educational Qualifications:

Bachelor's degree in Business Administration, Aviation Management, or a related field is essential.

Work Experience:

Minimum of 5-7 years of experience in airport terminal operations, with a strong focus on managing diverse stakeholders, optimizing passenger experience, and driving operational efficiency.