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 productive 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.
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 â Domestic, Domestic â International, and Internat