Job Description

LOCATION- Bengaluru & Hyderabad

Our Airport Managers are at the forefront of our global operation, the role is as diverse as the customers we serve and the destinations we fly to. You will have the autonomy to run your airport ‘as your own business’ within the Corporate framework, and in return for a competitive package you will be accountable for delivering stretching safety, customer and punctuality targets. You will be expected to closely manage a team of British Airways employees and a number of suppliers and ensure that they deliver on behalf of British Airways, and our customers, ensuring that any shortfalls are dealt with quickly and efficiently.

Principal Accountabilities

• Ensuring the highest standards of safety and compliance are maintained at your airports; including adherence to all applicable regulatory structures and processes and contribute to the airlines safety management system. Conduct/ Supervise safety investigations.
• Ensuring audits are completed and any required follow up is actioned in a timely manner.
• Ensuring that all customers receive the highest levels of customer service at all touch points and that any shortfalls are dealt with in an appropriate and timely manner.
• Ensuring your airports achieve annual punctuality metrics and contribute to your clusters overall operational performance.
• Ensuring your airports are prepared to handle disruption including the ownership and creation of business continuity plans and emergency plans.
• Ensuring the airports are effectively resourced to deliver for our customers.
• Accountable for team member performance in your airports, and ensuring your teams are empowered to make customer and operationally focused decisions.
• Ensuring that your airports annual financial plans are prepared in accordance with BA financial processes and delivered accordingly.
• Support the procurement process at your airports.
• Identify opportunities for continuous service improvement and drive revenue generating initiatives.
• Work together with fellow Airport Managers and your Customer Services Manager and the wider Worldwide Airports community to drive continuous improvement in your cluster by sharing knowledge, best practice, pushing boundaries and learning from success and mistakes.
• Lead local change initiatives following established corporate change management principals.
• Own the relationships between British Airways and operational stakeholders including; Ground Handling Suppliers, Airport Authorities, AOC, Caterers, Security supplier, ATS, regulatory agencies like DGCA, BCAS etc local and governmental authorities, British Deputy High Commissions etc.
• Ensuring that communication between internal and external stakeholders is maintained and act as the ‘eyes and ears’ for British Airways in your location.
• Ensuring systems are up to date and reflect the operational landscape of your location.
• Communicate effectively and efficiently with CSM, Sr VP, IOCC (as appropriate) regarding all potential/actual operational constraints/issues; always with the best interests of the customer in mind
• Deputising for the CSM and other Airport Managers when necessary.
• Coach, lead and motivate local management teams and manage their performance to deliver excellent customer service giving particular attention to soft standards, behaviour and service style.
• Support Local Managers (CSDM/TRC etc) in performance management of frontline colleagues and suppliers as required
• Manage station HC/HCE to station budgeted approval by recruiting within timescales
• Lead the station local management team (CSDM/TRC etc) for delivery of station administration
• Assign responsibilities to staff. Work schedules to ensure training and capability development plans exist for all.
• Manage IR with local unions & represent BA in any conciliation meetings in coordination in HR Manager/ HRBP.
• Senior manager on station for authorising any discretionary spend for delivery of safe, secure, customer focussed operation with-in company FSI & EAA.
• Performance management of direct reports - conduct annual performance reviews & approve any grade changes, performance ratings.
• Understands both industry, labour and legal regulations and manages conflicting priorities appropriately. Understanding of employment regulations.
• Manage Projects and perform other related duties as required or assigned from time to time.
• Change management in a constantly changing environment of joint business and against a backdrop of government policy on ground handling
• Introduction of new technology in frontline and looking for more efficient ways to work
• Support community investment initiatives
• Manage flight operations

Procurement, contract management of low value suppliers

Job Dimensions & Measures

Dimension: Daily Departures from Bengaluru & Hyderabad

Team: 3 Managers & 15 Customer Services Staff

Measures: NPS, Operational Performance, Safety Performance

Key Interfaces

• Worldwide Area Airport Operations Managers
• Worldwide Airports Central Teams
• Network Operations
• Commercial Team
• Local Government Authorities
• Airport Authorities
• Suppliers - Ground Handling Coy, Airline Security, Catering
• Security Duty Manager
• IFCE and Flight Ops
• Customer Relations
• Local Hotels & Transport providers
• British Deputy High Commissions
• AOC
• Bureau of Civil Aviation Security, Bureau of Immigration, C.I.S.F, Customs
• IAG Cargo
• HR Manager

Experience & Skills; Expertise / Specialist Knowledge

Experience & Skills

• Is safety conscious at all times and will effectively challenge poor safety and compliance behaviours at all times.
• Experienced People Manager
• Role models the service hallmarks and business behaviours expected of all colleagues and partners whether they are internal or external.
• Experience of managing and holding suppliers and individuals to account.
• Displays professionalism, integrity and personality at all times.
• Has excellent leadership and management behaviours.
• Performance management of individuals in a team, including managing poor performance.
• Working with employee representatives such as trades unions and works councils.
• Ability to understand and interpret financial reports and translate them in to required actions.
• Shows flexibility, energy, resilience and a willingness to work unsociable hours under their own direction.
• Is a decision maker and problem solver sometimes with limited information and tight deadlines.
• Has a desire for self-development, learning and a passion for excellence.
• Demonstrates strong interpersonal, influencing and negotiating skills in a range of different situations.
• Has an understanding of airport operations, both above and below the wing.
• Knowledge of regulatory frameworks and their application in an airport environment.
• Experience of managing and/or leading change using recognised change management principals.

Expertise / Specialist Knowledge

• Graduate
• High standard of spoken and written English
• Eligible to work in India & be able to obtain an airside pass

Skills Required

• Communication
• Airports