JOB PURPOSE

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 strong 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 Operations

KEY ACCOUNTABILITIES

Responsibilities

Key Performance Indicators (KPIs)

Passenger Amenities & Service Excellence

- Design 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 taken
- SLAs Adherence

Terminal Transfers & Baggage Coordination

- Oversee all transfer processes: Domestic ↔ Domestic, Domestic ↔ International, and International ↔ International.
- Oversee smooth baggage clearance and timely delivery, intervening with customs as required.
- Prevent arrival hall congestion and address passenger baggage issues proactively.
- Coordinate with Ground Handling Agencies (GHA)



for seamless operations and passenger satisfaction.

- ASQ & Skytrax Ratings
- No. of complaints closed

SOP Management & Regulatory Compliance

- Periodically review, draft, and update SOPs in alignment with operational changes and quality initiatives.
- Maintain strict compliance with regulatory circulars and guidelines, including NOTAMs, BCAS directives, AEP, and safety protocols.
- Incorporate changes related to security threat perceptions, hot work permits, weight & measurement guidelines, and anti-substance-abuse protocols.

- SOPs for medical support & emergencies
- No. of Incidents/Accidents handled

Audit, Quality & Continuous Improvement

- Lead internal and external audits related to ASQ, Skytrax, 5S, Kaizen, NPC, and Business Excellence.
- Drive Root Cause Analysis (RCA) on passenger complaints and develop action plans for trend mitigation.
- Maintain terminal readiness and uphold compliance standards during audits conducted by external bodies.

- No. of audits findings closed

AOP & Budget Management

- Monitor the annual operating budget for the TO Department, ensuring alignment with financial goals.
- Drive operational expenditure control and practice frugality in monthly spending while maintaining high standards of service quality.

- % saving from AOP
- Achievement of the targets defined in AOP
- Budget Deviations (Planned Vs. Actual)

KEY ACCOUNTABILITIES - Additional Details

Responsibilities

Key Performance Indicators (KPIs)

Team Development and Management

- Conduct periodic evaluations, identify training needs, facilitate skill development programs, and enhance team competencies.
- Foster employee engagement through Kaizen, CIP, BLIP, and cross-functional team initiatives.
- Address team concerns, provide guidance, and create opportunities for skilled growth.
- Foster a culture of collaboration, accountability, and continuous improvement.

- Attrition rates




- Employee Engagement scores

EXTERNAL INTERACTIONS

- Customs, Immigrations
- Security Agencies Operating at Airport: CISF, Police, IB, AIU etc.
- Airlines (65+ Schedule Operators, 20+ NSOP)
- Airlines Operating Committee (AOC)
- Ground Handlers
- DGCA & BCAS, Ministry of Civil Aviation, Ministry of Home Affairs, Ministry of Defense, Ministry of External Affairs and other various ministries
- Concessionaires
- Animal and Plant Quarantine Department
- Airport Health Office (APHO)
- IATA, FICCI, ACI ASSOCHAM etc.

INTERNAL INTERACTIONS

- AOCC / Airside OPS / ARFF / Aviation Services / Safety & Environment
- Project & Engineering, Security Department, HR Department
- Procurement & Contracts, Finance, SPG, Corporate Communications
- Quality & Service Delivery (QSD), Commercial (Aero & Non-Aero)

FINANCIAL DIMENSIONS

- Annual Operating and Capex Budgets of T3: 20 Crs

OTHER DIMENSIONS

- Total strength of Terminal Ops – 100+

EDUCATION QUALIFICATIONS

- Master’s degree preferably MBA

RELEVANT EXPERIENCE

- At least 15 to 20 Years’ Management Experience in Aviation sector – ideally within a multiple terminal environment (of at least +40mppa)
- In-depth understanding of legal and regulatory framework within Civil Aviation Sector.
- Experience in dealing with senior levels of Government, Regulatory, Industry bodies & Airlines (at international level)

COMPETENCIES

- Passenger Flow Management (Proficient)
- Passenger facility Management (Proficient)
- Terminal Operations Processes (Proficient)
- Aviation Regulations and Standards (Proficient)
- Design Thinking and Knowledge of AI, ML Technologies (Proficient)
- Performance Monitoring and Reporting (Proficient)
- Crisis and Emergency Management (Proficient)
- Financial budgeting and Resource Planning (Practitioner)
- Stakeholder Management (Internal and External) (Proficient)
- Customer Service Excellence and Complaints Management (Proficient)
- Problem Solving & Analytical Thinking
- Strategic Orientation
- Capability Building
- Entrepreneurship
- Social Awareness
- Personal Effectiveness
- Networking
- Stakeholder Focus
- Teamwork & Interpersonal influence
- Execution & Results
- Planning & Decision Making

📌 AGM - Terminal Planning (Delhi)
🏢 GMR Group
📍 Delhi