The AGM – Terminal Operations is responsible for delivering seamless, passenger-centric terminal experiences by overseeing end-to-end operations at the airport. The role focuses on enhancing service quality through efficient management of passenger amenities, disruption handling, SOP compliance, and stakeholder coordination. With a robust emphasis on service excellence (ASQ, Skytrax), audit readiness, and regulatory adherence, the incumbent ensures operational continuity and a consistently high standard of terminal operations. The role also plays a critical part in driving continuous improvement and implementing best practices across all passenger touchpoints.
ORGANISATION CHART
Chief Terminal Operations Officer --> AGM- Terminal OperationsKEY ACCOUNTABILITIES
ResponsibilitiesKey Performance Indicators (KPIs)Passenger Amenities & Service ExcellenceDesign and implement initiatives to improve Airport Service Quality (ASQ)
and Skytrax ratings.Maintain consistent availability and prompt retrieval of trolleys across key passenger touchpoints.Manage buggy services for the elderly, disabled, and VIP passengers across terminals.Drive queue management strategies in coordination with CISF and airport stakeholders.Maintain optimal availability and quality of commercial passenger facilities (F&B;, telecom, etc.).Establish and monitor SLAs with agencies for high service standards (CSA, tray management, trolleys, buggies, etc.).Conduct regular performance audits and vendor evaluations to ensure SLA compliance.Handle and coordinate responses to disrupted flights (e.g., weather diversions, medical emergencies, technical faults).Assist in resolution of mass passenger grievances with empathy and prompt action.ASQ score (Overall & Individual parameter)No. of corrective actions takenSLAs AdherenceTerminal Transfers & Baggage CoordinationOversee all transfer processes: Domestic â Domestic, Domestic â International, and International â International.Oversee smooth baggage cle