JOB PURPOSE Accountable for delivery of Terminal Operations at the Airport and monitor operations on shift at Terminal
- facilities / infrastructure to ensure smooth operations, effective emergency response, and adherence to all SOPs including safety standards & provide the required MIS through close coordination with stakeholders to ensure positive image & world class customer services. ORGANISATION CHART Dy. Shift Lead CFL --> Customer Services Executive --> Reportees --> Reporting to --> Position Title KEY ACCOUNTABILITIES Accountabilities Key Performance Indicators (KPIs) Terminal Operations Monitoring
• Monitor and check all processes, procedures, SOPs, and work instructions to ensure they follow regulatory guidelines during the shift at the Passenger Terminal Building (PTB).
• Ensure service delivery standards are met across key touchpoints during the shift to uphold customer satisfaction.
• Oversee availability and serviceability of buggies, wheelchairs, trolleys, and drinking water stations.
• Assist in conducting regular SOP reviews and audits for compliance and operational excellence.
• No. deficiencies reported
• No. of issues / feedback highlighted
• No. of observations closed Emergency Response & Contingency Handling
• Handle emergency responses during any eventuality in the shift, such as bomb threats, evacuations, and medical or other contingencies as per laid down SOPs.
• Coordinate with relevant internal and external stakeholders during emergencies to ensure swift and effective resolution.
• No. of incidents handled,



and feedback reported KEY ACCOUNTABILITIES
- Additional Details EXTERNAL INTERACTIONS
• Vendors, CISF, Airlines, Ground handling agents, service providers INTERNAL INTERACTIONS
• Airport Operations functions
- TOPS, Estate Management and AOCC. Departments
- IT, P&E;, Finishes, Airline Marketing and Route development team FINANCIAL DIMENSIONS
• Nill OTHER DIMENSIONS
• NA EDUCATION QUALIFICATIONS
• Graduate in any discipline
• Proficient in MS office especially in Excel, word and Power point.
• Proficient in basic data analytics.
• Degree in advanced analysis is an added advantage RELEVANT EXPERIENCE
• 3-4 years of experience and positive knowledge of airport operations and knowledge of basic airport systems of AOCC, Slots & Planning and Terminal Operations.
• Advanced knowledge of systems in use at the Airport for passenger convenience and processing. COMPETENCIES
• Performance Monitoring and Reporting (Practitioner)
• Passenger facility Management (Practitioner)
• Terminal Operations Processes (Practitioner)
• Passenger Flow Management (Practitioner)
• Stakeholder Management (Internal and External) (Practitioner)
• Customer Service Excellence and Complaints Management (Practitioner)
• Execution & Results
• Teamwork & Interpersonal influence
• Problem Solving & Analytical Thinking
• Planning & Decision Making
• Personal Effectiveness
• Stakeholder Focus
• Networking
• Capability Building
• Strategic Orientation
• Social Awareness
• Entrepreneurship

📌 Executive - CFL (Visakhapatnam)
🏢 GMR Group
📍 Visakhapatnam