Dy. Shift Lead - Terminal Operations

Job Purpose
The Associate Manager needs to ensure that all operational KPIs are met for their specific allocations in a shift to create an excellent passenger experience and delight for sustaining and improving the ASQ ratings of the airport. This role must oversee and direct the SLA adherence by service providers and must hold routine safety and process audits to ensure regulations are being followed. In addition, this role will need to constructively communicate with the internal and external stakeholders for smooth and hassle free operations.
ORGANISATION CHART
Associate Manager -->Head Terminal --> VP - Airport Operations
Key Accountabilities
Accountabilities & Key Performance Indicators
Resource Management
Ensure optimum utilization and availability of terminal infrastructure including check-in counters, self-service facilities, baggage handling systems, immigration counters, and passenger processing equipment.
Coordinate with stakeholders for timely resolution of infrastructure breakdowns and operational disruptions.
Monitor passenger throughput and operational performance against defined KPIs.
Drive adoption of self-service technologies (SBD, CSCI, DY).
KPI: Passenger throughput, operational KPI compliance, self-service utilization.
Passenger Facilitation
Coordinate with Airlines, Customs, Immigration, CISF, and other stakeholders for seamless passenger processing.
Support VIP/VVIP movements and ensure smooth passenger flow.
Act as the primary point of contact for passenger concerns and service recovery.
Assume Duty Manager responsibilities when required.
KPI: Processing time, passenger complaints, service quality.
Stakeholder Management
Liaise with airport stakeholders, concessionaires, government agencies, and airlines to ensure operational efficiency.
Ensure compliance with safety procedures and airport regulations.
KPI: Stakeholder satisfaction and complaint resolution.
Terminal Infrastructure & Compliance
Conduct regular inspections, audits, and surveys of terminal facilities.
Identify and address operational non-compliances.
Monitor operational systems and provide timely updates during APOC assignments.
KPI: Number of non-compliances, audit observations closure.
Emergency & Disruption Management
Support stakeholders and passengers during operational disruptions and emergency situations.
Execute emergency response procedures in line with airport emergency plans and SOPs.
Ensure timely communication and coordination during incidents.
KPI: Compliance with AEP/SOP requirements.
Customer Experience & ASQ/Skytrax Improvement
Implement initiatives to enhance passenger experience and improve ASQ/Skytrax scores.
Address passenger complaints within defined timelines.
Ensure baggage delivery and passenger service standards are achieved.
Proactively identify and resolve customer service issues.
KPI: ASQ/Skytrax scores, baggage delivery performance, complaint resolution.
Service Provider Management
Monitor outsourced service providers including customer facilitation, trolleys, information desk, transfer desk, and porter services.
Ensure contract and SLA compliance.
KPI: SLA adherence and service quality.
Process Improvement & Analytics
Continuously evaluate terminal processes and identify opportunities for operational improvements and technology interventions.
Analyze reports and dashboards to identify trends, improve efficiency, and support decision-making.
Recommend and implement process enhancement initiatives.
KPI: Number of improvement initiatives implemented.
KEY ACCOUNTABILITIES - Additional Details
Service-Behavior-&-Courtesy
Maintain a CX behavior score of ≥ 4.5/5 based on mystery audits or supervisor evaluations.
Demonstrate proactive assistance to passengers (minimum X instances per month).
Operational-Excellence
Maintain queue times within agreed KPIs (e.g., security
Ensure baggage delivery within SLA (e.g., first bag within 10–12 min).
Maintain 100% compliance to SOPs while balancing customer needs.
Issue-Resolution
Resolve passenger queries on the spot where feasible; target ≥ 80% first contact resolution.
Ensure timely closure of complaints raised through feedback channels.
Safety & Compliance + Courtesy
Zero safety violations while delivering courteous passenger assistance.
Provide clear and calm communication during irregular operations (IROPS).
As per the CX targets mentioned
EXTERNAL INTERACTIONS
Airlines
Ground Handlers
CISF/ Customs/Immigration/APHO
Service Providers appointed under department scope
Apollo Medical Centre
Animal and Plant Quarantine
INTERNAL INTERACTIONS
AOCC
ASO/ Airside/CFL/ARFF
Business Development –Non Aero
Security and Control
Technical Services/PMT
Protocol
FINANCIAL DIMENSIONS
Outsourced Manpower contracts – Opex
Other Dimensions
To handle the team of CSEs asper shift
Coordination with internal and external stakeholders.
To monitor the airline OTP- as per SOP
Education Qualifications
Graduate Degree in any discipline ( Airline, Airport, Aviation Management background preferred)
Knowledge of the basic principles and practices as they apply to airport operations, security and safety.
Ability to establish and maintain work relationships with government officials and agencies, tenants, employees and the general public.
Knowledge of ICAO annexures, ACI and relevant IATA Manuals.
Relevant Experience
4 - 6 years experience in Customer Handling / Hotel Management / Airport Operations Experience
COMPETENCIES
Performance Monitoring and Reporting (Practitioner)
Passenger facility Management (Practitioner)
Terminal Operations Processes (Practitioner)
Passenger Flow Management (Practitioner)
Aviation Regulations and Standards (Practitioner)
Stakeholder Management (Internal and External) (Proficient)
Crisis and Emergency Management (Practitioner)
Customer Service Excellence and Complaints Management (Proficient)
Social Awareness
Entrepreneurship
Personal Effectiveness
Problem Solving & Analytical Thinking
Planning & Decision Making
Capability Building
Strategic Orientation
Stakeholder Focus
Networking
Execution & Results
Teamwork & Interpersonal influence

Work arrangement
No