Manager – AO&CS in the role of Terminal Service, Delhi
Job Purpose
To manage quality and performance of Terminal team in IndiGo Network, ensuring 6E standards followed at all areas in terminal including of baggage service and PRM handling. Also, to oversee the entire passenger terminal complex activities, ensuring smooth operations and exceptional customer service and to ensure overall terminal operations are managed in a safe, secure, and efficient customer centric manner.
Key Responsibilities
Management of Airport Operations
- Manage and supervise terminal operations, ensuring efficient and effective passenger flow.
- Provides leadership coaching and support to teams in their field of responsibility, assigning duties (in shifts) and maintaining close link to our frontline staff, emphasizing development, dedication, quality, and attention to details.
- Provide visible physical presence throughout the passenger terminal complex during shifts, monitoring busy areas according to traffic flow and interaction with passengers.
- Monitor station level implementation of baggage policies, arrival baggage deliveries standards, Queue Time at Check-in counters, Boarding processes and NPS Drive.
- Ensure the IndiGo operational performance is delivered as per the set KPI’s.
- Manages any day-to-day operations incidents-disruption management and manages effective measurement system to monitor performance of the Terminal team.
- Collaborate with various stakeholders to resolve operational issues and optimize terminal performance.
- Establish and Manages sound working relationship with all internal and external stakeholder including (but not limited to) DGCA, BCAS, ASG, Customs, Immigrations, GHA’s, Catering, Fueling, Airport Operator and state agencies available at Airport.
- Ensure VIP/VVIP handling done as per the protocol.
- Knowledge of regulatory audits and compliance.
- Represents IndiGo at Airports Working Groups and Stakeholder’s Meetings.
- Champion and lead others through change and new project or process implementation.
- Monitor and handle flight disruptions to minimize passenger inconvenience and make decision with customer satisfaction and regulatory guidelines.
- Have backup contingencies in place for emergencies and be familiar with local procedures for crisis handling.
- Render all possible assistance and provide accurate information to other departments in disposing of customer complaints within the TAT.
- Provides periodic reports and analysis relating to NPS, operations (OTP, MHB), people (Manpower, Trainings), and cost management to senior management.
- Manages and Monitor costs in area of responsibility, both at stations overhead level and in terms of spend with service providers, stakeholders and GHA’s.
- As a IndiGo leader, terminal head will be required to develop both strategic and tactical plans that create a safety-conscious environment resulting in employee safety and wellbeing.
People & Team
- To look into the training need of New hires.
- Regularly Checks with employees see how satisfied they are.
- When needed, address employee grievances or performance issues.
- Keep track of monthly, quarterly, and annual objectives or Appraisals.
- Must be a strong advocate of employee recognition, Continued training, and development in building leadership capabilities.
- Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect, and dignity.
Skills And Knowledge
Educational Guidelines
- Bachelor's degree or equivalent
Desired Experience
- Minimum of 08 years of job-related experience in Customer Service role in airlines terminal operations
- Strong people management skills and experience leading a diverse team.
- Sound knowledge of Airport Operations and the ability to make critical decisions under pressure.
- Expertise in Collaboration and consensus building with various stakeholders.
- Good at analyzing problems and formulating sound conclusions.
- Expertise in Strategic development and promote change management.
- Excellent communication and interpersonal skills.
"Be aware of and comply with his/her safety responsibilities and accountabilities as laid down in the lndiGo SMS Manual, Chapter Safety Policy and Objectives.”
