Job Description

To  assist in handling and managing all aspects of Vistara operations and Airport services at the airport including check-in, boarding, ramp handling, arrival & baggage services, in an efficient and professional manner.

Key Responsibilities

Leading the Airport Services Team

• Proactively supervise the activities of the Airport Services team to achieve smooth daily operations at the Station
• Drive ground service performance to deliver service excellence consistently across the network
• Ensure Vistara operates in a safe and secure environment, by complying with internal and external operating standards and procedures
• Ensure that Vistara upholds high standards of customer service delivery based on guidelines set out by Airport Services Department and Station Management
• Work closely with service partners (ground handling, catering, engineering, etc) to achieve flight punctuality and customer satisfaction

Safety and Security

• Ensure compliance of all regulatory, safety and security requirements, as required by the Authorities and/or company policies & IOSA guidelines
• Ensure safe work practices to minimize risk of injury to personnel or damage to aircraft. Ensure compliance to Safety Management Systems
• To ensure that safety audit targets are met at all times, Level 1 findings are accorded with and action taken report is sent to the head office as per the expected timelines
• Participate in periodic security drills and collaborate with security team at the Airport to ensure secure operation

Contingency Handling Preparedness

• Plan for and ensure preparedness to deal with irregular operations and crisis situations
• Station Emergency Response plan (SERP) preparation as per company guideline
• Ability to think clearly and objectively on their feet & handle pressure
• Quick decision-making skills
• Be clear about the relevant DGCA CAR Guidelines associated with aspects of airport operation. (Unruly passenger, Delays, Cancellations and other such guidelines)
• Active stakeholder during IRROP handling, assisting other departments like Inflight, IOCC, GHA etc with re-positioning of manpower and equipment, plan cancellation of flights while minimizing customer inconvenience
• Manage flight delays and spot/investigate lapses to fine tune the operations further

Customer Management

• Comprehensive oversight over customer experience, monitor on spot service recovery where possible and co-ordinate with Service Excellence team for escalation management
• Creating case study out of active customer issues which can then be translated to training modules in coordination with the Training department
• Ensuring compliance for PDRM as per CAR/Company guideline
• Provide appropriate feedback to head office for future developments

Hub Operation

• Understand hub and spoke operations. To be able to provide seamless experience for the customer
• Effective management of aircraft rotation, manage OTP and raise OTP awareness amongst all stakeholders
• Ensure effective hand baggage control at counters as well as boarding gate. Usage of hand baggage sizers to this effect
• To manage and supervise functions and activities within the scope of ground handling operations such as: ramp operations, passenger services, baggage services, cargo planning, load control (including weight and balance issues), ground support equipment to support the above activities
• To conduct daily briefings and regular audits to ensure that the operations are performed in accordance with all the relevant standards, policies and procedures
• To ensure all facilities including check-in areas, in front of and behind counters, back offices, gates, aerobridges, buses used by Vistara are up to the cleanliness standard at all times
• To ensure aircraft are properly serviced and cleaned by GHA during turnarounds and overnight halts

Miscellaneous

• Administrative duties including mishandled baggage, catering, flight reports and vendor invoice verification
• Other duties and projects which may be assigned from time to time
• Represent the airline’s interest in the airport community (e.g. AOC, SITA CUTE, etc)
• Collaborate with other internal departments for service product enhancement basis customer experience, customer & staff feedback, observing industry best practices and innovation

Team Management

• Be on top of team moral. Engage with next line of leaders and prepare & mentor high potential performers and hand hold performers who need guidance & help
• Must have the ability to be non-partisan. Must be willing to resolve conflicts
• Be able to understand millennials, their motivation and getting the best out of them
• Be a total team player, ability to empathize and understand people from diverse backgrounds
• Create a happy and a productive work environment. Ensure staff welfare
• Engage with GHA team management and frontline staff to optimize their performance

Skills & Attributes

• Ability to train, motivate, guide and supervise a team of newly recruited staff
• Good communication skills
• Strong IT skills including full suite of MS Office applications
• Must be able to work in irregular hours/ Shift based
• Possess an aptitude for customer service

Work Experience

• Minimum 9-10 years in Airport Operations

Qualification

• Graduate from a recognized university

Eligibility

• Must be at a level of  Manager (2A) or 1 level lower than the position
• Minimum tenure in the current role and level – 18 Months as on date of release of IJP and must have attained minimum performance rating of GP3 in the last appraisal
• Must be “confirmed’’ in service

Location

Mumbai

Skills Required

• Airport Operations
• Team Player