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CSE - TOPS & CFL (Bhogapuram (GA16C&P1), IN)
GMR Group
Jarjapupeta
Full-Time
0-3 Years experience
Description
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 good 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
About GMR Group
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