Job Description

JOB PURPOSE & SPECIFIC RESPONSIBILITIES:

• Take charge of various work areas in passenger service operations
• Ensure close liaison with Airlines on all matters for smooth operations
• Attend to investigation and complaints and resolve issues raised by airlines or passengers
• Follow up with airlines and passengers on incidents to provide closure and service recovery
• Review work procedures and implement solutions to improve service
• Monitoring of SLA & agreed service standards to ensure compliance and achievement of such standards
• Brief all staff on new instructions and requirements & ensure all staff complies to company regulations and discipline
• Interview and appraise staff; monitor staff performance and control the staff over time/ attendance
• Oversee special handling requirements (MAAS, VIP, etc.) to ensure smooth handling.
• Attend to passengers who require special assistance.
• Responsible for reporting to his superiors on occurrences, events, violations and acts that may affect safety, security and company reputation
• Lead and motivate operational staff to carry out their duties according to the requirements of the airlines.
• Maintain updates on Passenger Handling Procedures as received from time to time from
• Regulatory authority/Customer airlines Manuals / Corporate HQ on operating procedures and assure that the subordinates are fully aware of any new updates in this regard by dissemination of information in time.
• Assure all log entries are correctly updated on shift to shift basis
• Assist the management to control staff overtime without affecting the operations.
• Check staff appearance and grooming to ensure that all staff members report to duty neat, clean and in full uniform.
• Coordinate with Customer airlines to build strong relationship that is essential for smooth operations.
• Coordinate with Airports authorities to ensure good relationships that will upgrade business
• Follow up and take necessary action against instructional emails, SITA messages, inform all concerned for immediate action
• Monitor closely all on sight activities such as Passenger Checking /Baggage Handling /Gate
• Prepares and submits a monthly inventory (stationery requirements) each airline to avoid any Last minute shortages.
• Reply to all queries / complaint and claims received and report to the respective Managers (Passenger /Ramp Services)
• Prepares a detailed monthly activity report.
• Responsible for exercising due diligence towards Health & Safety of self & others in the organization as well as environmental protection issues.
• coordinate and interact with various government agencies (ATC, AAI, DGCA, BCAS etc.) in order to ensure smooth flight operations (Pre/Post flight)
• Extend proper communication to staff periodically for delay and before schedule operations
• Ensure safe and secure operations and flight departure on or before schedule time in coordination with respective flight supervisors
• Establish counter management, que management and proper boarding guidelines
• Coordinate crew movement as per the airline specifications
• ensure FHR is properly filled and timely signed by respective airline representative
• Ensure and arrange proper equipment allocation for flight operations and ensure that equipment requirement of flight/freighter is met
• With proper rostering ensure availability of adequate trained manpower at respective locations within the passenger terminal and coordinate with duty officers of other
• departments for the same
• Ensure and organize training and monitor training standards in accordance with company and carrier requirements
• Ensure terminal discipline at all times
• Ensure licensing, installation and maintenance of communication facilities
• Arrange and ensure transportation of crew and staff, where applicable
• Conduct regular meetings with customer airlines for service feedback and improvements
• Coordinate activities of the airport operations as far as flight handling is concerned and extend proper communication to staff periodically
• Monitor flight operations including pre-flight, arrivals, departures and post-flight activities
• Conduct briefing in advance of the day’s operations and solutions to the problems faced by the staff periodically
• Prepare staff performance/appraisal reports as per company rules
• Coordinate and interact with various government agencies and maintain rapport in order to ensure smooth flight operations
• Handle multiple tasks to maintain optimum work output
• Coordinate with the security/vigilance department
• Be part of the AOCC and be able to take decisions and implement them whenever and wherever required
• Deputize for Sr. Manager/Manager for administration and/ or operational function/ responsibilities as and when required.
• Perform any other function as required by the Reporting Officer.
• Responsible and accountable for overall quality, safety and security of operations.

EDUCATIONAL QUALIFICATION

• Bachelor/Master’s Degree in Business Administration

RELEVANT EXPERIENCE

• 96-120 months in a supervisory environment, including successful management of multi[1]cultural teams.
• Have demonstrated ability in preparing senior management reports and data analysis
• Have the appropriate skill set, to set and manage priorities
• Exceptional command over MS Office (excel), Excellent command over written and spoken
• English with the ability to document operational business case scenarios, develop process flow documentation.

PERSONAL CHARACTERISTICS & BEHAVIOURS

• Demonstrate excellent managerial and leadership skills
• Good communicator and able to relate to all levels of staff
• A team player and leader at handling cross-sectional teams
• Comprehend and translate complex data and its relationship to trends and observations

Location: Delhi

Note to all Applicants

• Incomplete applications will be disregarded.

Skills Required

• Communication
• Customer Service
• Microsoft Office
• Microsoft Excel