AGM - Terminal Planning -

Job description

**JOB PURPOSE** The AGM – Terminal Operations is responsible for delivering seamless, passenger-centric terminal experiences by overseeing end-to-end operations at the airport. The role focuses on enhancing service quality through efficient management of passenger amenities, disruption handling, SOP compliance, and stakeholder coordination. With a strong emphasis on service excellence (ASQ, Skytrax), audit readiness, and regulatory adherence, the incumbent ensures operational continuity and a consistently high standard of terminal operations. The role also plays a critical part in driving continuous improvement and implementing best practices across all passenger touchpoints. **ORGANISATION CHART** Chief Terminal Operations Officer --> AGM- Terminal Operations **Responsibilities** **KEY ACCOUNTABILITIES** Key Performance Indicators (KPIs) Passenger Amenities & Service Excellence • Design and implement initiatives to improve Airport Service Quality (ASQ) and Skytrax ratings. • Maintain consistent availability and prompt retrieval of trolleys across key passenger touchpoints. • Manage buggy services for the elderly, disabled, and VIP passengers across terminals. • Drive queue management strategies in coordination with CISF and airport stakeholders. • Maintain optimal availability and quality of commercial passenger facilities (F&B, telecom, etc.). • Establish and monitor SLAs with agencies for high service standards (CSA, tray management, trolleys, buggies, etc.). • Conduct regular performance audits and vendor evaluations to ensure SLA compliance. • Handle and coordinate responses to disrupted flights (e.g., weather diversions, medical emergencies, technical faults). • Assist in resolution of mass passenger grievances with empathy and prompt action. • ASQ score (Overall & Individual parameter) • No. of corrective actions taken • SLAs Adherence Terminal Transfers & Baggage Coordination • Oversee all transfer processes: Domestic ↔ Domestic, Domestic ↔ International, and International ↔ International. • Oversee smooth baggage clearance and timely delivery, intervening with customs as required. • Prevent arrival hall congestion and address passenger baggage issues proactively. • Coordinate with Ground Handling Agencies (GHA) for seamless operations and passenger satisfaction. • ASQ & Skytrax Ratings • No. of complaints closed SOP Management & Regulatory Compliance • Periodically review, draft, and update SOPs in alignment with operational changes and quality initiatives. • Maintain strict compliance with regulatory circulars and guidelines, including NOTAMs, BCAS directives, AEP, and safety protocols. • Incorporate changes related to security threat perceptions, hot work permits, weight & measurement guidelines, and anti-substance-abuse protocols. • SOPs for medical support & emergencies • No. of Incidents/Accidents handled Audit, Quality & Continuous Improvement • Lead internal and external audits related to ASQ, Skytrax, 5S, Kaizen, NPC, and Business Excellence. • Drive Root Cause Analysis (RCA) on passenger complaints and develop action plans for trend mitigation. • Maintain terminal readiness and uphold compliance standards during audits conducted by external bodies. • No. of audits findings closed AOP & Budget Management • Monitor the annual operating budget for the TO Department, ensuring alignment with financial goals. • Drive operational expenditure control and practice frugality in monthly spending while maintaining high standards of service quality. • % saving from AOP • Achievement of the targets defined in AOP • Budget Deviations (Planned Vs. Actual) **Responsibilities** **KEY ACCOUNTABILITIES - Additional Details** Key Performance Indicators (KPIs) Team Development and Management • Conduct periodic evaluations, identify training needs, facilitate skill development programs, and enhance team competencies. • Foster employee engagement through Kaizen, CIP, BLIP, and cross-functional team initiatives. • Address team concerns, provide guidance, and create opportunities for professional growth. • Foster a culture of collaboration, accountability, and continuous improvement. • Attrition rates • Employee Engagement scores **EXTERNAL INTERACTIONS** • Customs, Immigrations • Security Agencies Operating at Airport: CISF, Police, IB, AIU etc. • Airlines (65+ Schedule Operators, 20+ NSOP) • Airlines Operating Committee (AOC) • Ground Handlers • DGCA & BCAS, Ministry of Civil Aviation, Ministry of Home Affairs, Ministry of Defense, Ministry of External Affairs and other various ministries • Concessionaires • Animal and Plant Quarantine Department • Airport Health Office (APHO) • IATA, FICCI, ACI ASSOCHAM etc. **INTERNAL INTERACTIONS** • AOCC / Airside OPS / ARFF / Aviation Services / Safety & Environment • Project & Engineering, Security Department, HR Department • Procurement & Contracts, Finance, SPG, Corporate Communications • Quality & Service Delivery (QSD), Commercial (Aero & Non-Aero) **FINANCIAL DIMENSIONS** • Annual Operating and Capex Budgets of T3: 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) **COMPETENCIES** • Passenger Flow Management (Proficient) • Passenger facility Management (Proficient) • Terminal Operations Processes (Proficient) • Aviation Regulations and Standards (Proficient) • Design Thinking and Knowledge of AI, ML Technologies (Proficient) • Performance Monitoring and Re