Associate Manager - Terminal Operations
- Ahmedabad, Gujarat
- Permanent
- Full-time
- Oversees all terminal operations during the assigned shift, ensuring smooth passenger flow and on-time departures & coordinates with other departments for efficient operations.
- Manages staff schedules and assignments to optimize resource utilization.
- Delivers exceptional customer service by assisting passengers with their needs and resolving issues promptly & builds positive relationships with passengers to enhance the overall airport experience.
- Assist in the management of reserved lounges, ensuring a high standard of service and a seamless experience for passengers.
- Oversee the management and maintenance of trolley operations, ensuring availability and cleanliness.
- Assist in managing the asset lifecycle, including regular checks and prompt reporting of any defects or damages.
- Coordinate the timely deployment and safe operation of golf carts and inter-terminal coaches.
- Ensure service levels are met, track performance scores, and address any complaints or operational issues promptly.
- Provides leadership and guidance to the terminal operations team during the shift & monitors staff performance and addresses issues promptly.
- Ensures adherence to operational procedures and standards among staff members.
- Manage operational aspects related to vendor management, golf cart management, baggage and shopping trolley management, Baggage Handling System (BCS) management, and inter-terminal coach management to ensure smooth operations and enhancing passenger experience within terminal
- Monitor vendor performance and address any discrepancies to maintain operational standards.
- Identifies and resolves operational issues and challenges that arise during the shift & implements immediate solutions to minimize disruptions.
- Collaborates with other departments to address complex issues and find effective solutions.
- Lead emergency response efforts during shifts, effectively managing situations such as bomb threats, evacuations, medical emergencies, and other contingencies.
- Ensure all actions are carried out in accordance with laid-down SOPs and conduct post-incident reviews for continuous improvement.
- Support the coordination of special events, ensuring smooth execution, budgeting, and event calendar management.
- Assist in planning and ensuring security arrangements for VVIP movements, including liaising with relevant authorities for smooth execution.
- Ensures compliance with safety and security regulations and procedures during the shift & conducts safety checks and responds to incidents.
- Coordinates with security personnel to address security concerns and maintain a safe environment.
- Optimizes resource utilization during the shift to maximize efficiency and minimize costs & implements process improvements to enhance operational performance.
- Monitors key performance indicators (KPIs) and takes corrective actions to improve performance.
- Shift wise coordination will all regulatory agencies, airlines and ground handlers.
- Supervise and manage the terminal operations team during shifts, ensuring high levels of employee engagement and discipline.
- Identify training needs of employees and ensure team members participate in all mandatory classroom training sessions.