Manager - SAC Solutions and Eco- System - 8614

Job Description

JOB PURPOSETo monitor the Operations round the clock at IGIA Terminals, in terms of facilities / infrastructure so as to ensure smooth operations, effective emergency response, and adherence to all SOPs including safety standards & provide the required MIS through close coordination with stakeholders to ensure positive image & world class customer services.To monitor the Operations round the clock at IGIA Terminals, in terms of facilities / infrastructure so as to ensure smooth operations, effective emergency response, and adherence to all SOPs including safety standards & provide the required MIS through close coordination with stakeholders to ensure positive image & world class customer services.ORGANISATION CHARTAccountabilitiesKEY ACCOUNTABILITIESKey Performance IndicatorsTo monitor & check all process, procedures, SOPs and work instructions are in compliance with regulatory recommended guidelines for the ensuring customer delight during shift at the Passenger. Terminal Building (PTB). No. of incidents handled and feedback reported. Making availability as per OMDA No. deficiencies reported.Handling the Emergency Responses during any eventuality in the shift e.g. Bomb Threats, Evacuations, Medical & other Contingencies as per laid down SOPs. No. of issues / feedback highlighted No. of observations closedTo have the regular interface during the shifts with all the stakeholders in the Passenger Terminal building. No. of issues raised in the meetings No. of issues resolvedTo ensure safe and secure environment for passengers by identifying fire hazards, safety hazards, Civil, Electrical and mechanical work. No. of observations found No. incidences / accidents reported No. of observations closedTeam management, on the job trainings, employee engagement & discipline during shifts Deficiency in briefing & debriefing No. of on the job training imparted No. of grievance / complaints resolved No. of appreciations givenEnsure the Service Level Agreements (SLAs) are met for housekeeping activity, fumigation and other vendors at PTB during shifts No. of penalties imposed Deficiency in documentations Planned v/s actualsAddressing passenger grievances, feedback & suggestions and forwarding them to concerned departments for necessary actions and closure within stipulated timeline. Improvement in facilities for passengers. ASQ scores No. of observations closedEnsuring positive reflection of Terminal Operation and availability of facilities by interaction with Govt. / other stakeholder as per ASQ parameters. ASQ scores No. of unserviceable facility No. of issues resolved with timeframe No. of unresolved passenger feedback.EXTERNAL INTERACTIONS Government Agencies: CISF, Immigration, Customs, Delhi Police, AFRRO, SPG Airlines Medical Services Commercial Outlets Vendors (House-keeping, Baggage Handling Services) RAXA SecurityINTERNAL INTERACTIONSAirport Operations Control Centre (AOCC)Airport Rescue and Fire Fighting (ARFF)Guest Relations, Maintenance TeamCommercial DepartmentAirside, Aviation Services, Landside departmentIT department,FINANCIAL DIMENSIONS NAOther Dimensions Direct 06 / Indirect 06Education Qualifications Graduate from reputed university preferably MBARelevant Experience 08-10 years experience in Aviation industry with at least 4 years in supervisory roleCOMPETENCIES Business Insight: Ability to understand the implications of Business decisions and strive to enhance organizational performance. | Interview Terminal Operations Customer Services Customer Facilities and Logistics Managing Performance: Effectively monitors and measures performance. Develops people and drive results. | Interview Decision Making: Ability to systematically think through a problem and its component parts, garner relevant information and not taking things at face value. | Interview Team Leadership, Teamwork & Interpersonal Influence: Capability to develop & converge individual potential to execute team objectives. Effectively intermingle and relate with individuals in a positive manner. | Interview Communication: Ability to listen, interpret, simplify complex concepts, thoughts & ideas in verbal / non verbal form. | Interview Execution and Operational Excellence: Ability and desire to execute with attention to detail, speed, accuracy and consistency | Interview Personal Effectiveness: Demonstrating responsibility & reliability through actions to manage critical and challenging situations. | Interview Problem Solving: Ability to identify solutions exploring different options in gathered information. | Interview Stakeholder Focus Networking Execution & Results Teamwork & Interpersonal influence Problem Solving & Analytical Thinking Planning & Decision Making Capability Building Strategic Orientation Personal Effectiveness Entrepreneurship Social Awareness Innovation Managing Change and ambiguity by creating Win-Win Determination(Contextual and Flexible) Learning Ability Making & Navigating proposals Scanning, Networking & External orientation,

Keyskills :
Emergency responseCustomer serviceFire safetyTeam managementTrainingVendor managementFacilities managementSupervisory skillsTerminal operationsCustomer serviceLogisticsPerformance managementTeam leadershipCommunicationOperational excellence