Purpose/Objective

Manager Pranaam Services role is responsible to drive the growth and excellence of Pranaam Services at a large airport (X number of passengers) by achieving revenue targets through strategic partnerships and business development initiatives.

The role aims to ensure an exceptional customer experience by managing service delivery, optimizing operations, and maintaining quality standards.

Additionally, the role is responsible for building strong stakeholder relationships, ensuring compliance, handling crises efficiently, and fostering team development to uphold a culture of continuous improvement and service excellence.

Key Responsibilities of Role

Revenue Growth: - Drive business growth through strategic tie-ups with corporates, achieving revenue targets for Pranaam and Porter Services at large assets.

- Achieve revenue targets for Pranaam and Porter Services at large assets by leveraging strategic partnerships and business development initiatives.

Customer Experience Management: - Lead initiatives to continuously enhance and maintain high service quality and guest satisfaction by overseeing guest experience and service delivery for Pranaam Services.

Develop feedback mechanisms to capture customer insights and use them to drive service improvements.

Stakeholder Management: - Expand business networks and opportunities and build and maintain strong relationships with corporates, hotels, and travel agents to expand business networks and create recent opportunities.

Operational Management: - Ensure operational efficiency by maximizing resource productivity, optimizing staff rostering, and effectively managing duty allocation to enhance performance.





- Oversee daily operations of the Pranaam service, ensuring adherence to Standard Operating Procedures (SOPs), regulatory requirements, and high standards of service delivery.

Feedback and Improvement: - Implement feedback management and continuous process improvement, monitoring the voice of customer (VoC) and gathering valuable customer insights for better service.

Quality Assurance and Compliance: - Ensure all Pranaam services meet quality standards and comply with relevant local and international regulations.

- Develop and implement quality assurance frameworks, including regular audits, to maintain service excellence and compliance.

Contingency Crisis Management: - Lead the response to any operational disruptions, emergencies, or customer complaints, ensuring swift and effective resolution while maintaining service quality.

- Develop contingency plans and train the team to handle various scenarios to minimize impact on customers.

Data Analysis and Reporting: - Use data-driven approaches to inform decision-making, identify trends, and improve service delivery and customer satisfaction and provide insights to senior management.

Team Leadership and Development: - Oversee recruitment, training, and development of frontline team members,



fostering a culture of continuous improvement and strong customer focus.

- Encourage team collaboration and accountability, fostering a culture of continuous improvement to meet organizational goals effectively.
- Mentor and coach team members, identifying high-potential individuals and developing them into future leaders through focused development plans.

Digital Mindset: - Embrace and promote a digital-first approach to enhance Pranaam Services by leveraging technology to optimize operations, improve customer experience, and drive innovation.

Lead the adoption of digital tools, including the successful launch of the Pranaam App, to streamline service delivery, increase efficiency, and provide a seamless, personalized guest experience.

Key Stakeholders - Internal: - Head - Pranaam - Commercial Team - Finance Team - BD & Marketing Team - Human Resources - IT Team - Security Team Key Stakeholders - External: - Concessionaires - Airlines - Ground Handlers - Marketing Agencies - Social Media - Customs, Immigration, BCAS, AAI, CISF etc - Passengers

Technical Competencies

Budget Management-AAHL,Customer Service Management-AAHL,Operational Excellence-AAHL,Quality Assurance-AAHL,Regulatory Compliance-AAHL,Resource Allocation and Optimization-AAHL,Revenue Optimization-AAHL,Risk Management-AAHL

Qualifications and Experience

Education Qualification: - Bachelor's in Business Administration, Hospitality Management, or related field.

Work Experience: - 10+ years in hospitality or customer service management, especially in airport or travel-related services.

- 3+ years in management roles.

Lead - Sales Pranaam Services

📌 Lead - Sales Pranaam Services (Mumbai)
🏢 Adani Group
📍 Mumbai