Job Purpose
The Associate Manager needs to ensure that all operational KPIs are met for their specific allocations in a shift to create an excellent passenger experience and delight for sustaining and improving the ASQ ratings of the airport. This role must oversee and direct the SLA adherence by service providers and must hold routine safety and process audits to ensure regulations are being followed. In addition, this role will need to constructively communicate with the internal and external stakeholders for smooth and hassle free operations.
Key Accountabilities
Accountabilities & Key Performance Indicators
Resource Management
Ensure optimum utilization and availability of terminal infrastructure including check-in counters, self-service facilities, baggage handling systems, immigration counters, and passenger processing equipment.
Coordinate with stakeholders for timely resolution of infrastructure breakdowns and operational disruptions.
Monitor passenger throughput and operational performance against defined KPIs.
Drive adoption of self-service technologies (SBD, CSCI, DY).
KPI:
Passenger throughput, operational KPI compliance, self-service utilization.
Passenger Facilitation
Coordinate with Airlines, Customs, Immigration, CISF, and other stakeholders for seamless passenger processing.
Support VIP/VVIP movements and ensure smooth passenger flow.
Act as the primary point of contact for passenger concerns and service recovery.
Assume Duty Manager responsibilities when required.
KPI:
Processing time, passenger complaints, service quality.
Stakeholder Management
Liaise with airport stakeholders, concessionaires, government agencies, and airlines to ensure operational efficiency.
Ensure compliance with safety procedures and airport regulations.