Terminal Operations Lead

Lead - Terminal Operations Responsibilities Terminal Operational Planning: Develops and implements the terminal operational plans aligned with the airport's overall goals & conducts market analysis to identify opportunities and challenges. Oversees the day-to-day operations of the terminal, ensuring efficient passenger flow and service delivery. Develop terminal operation roles in emergency response management. Review and validate terminal operations functions in various emergency scenarios. Regulatory Compliance: Monitor and ensure that all processes, procedures, Standard Operating Procedures (SOPs), and work instructions comply with regulatory guidelines. Conduct regular audits and reviews to assess adherence to established protocols, ensuring a consistent focus on customer delight in the Passenger Terminal Building (PTB) Facility Maintenance: Ensure the terminal is well-maintained and meets safety and operational standards. Coordinate regular inspections and maintenance schedules for terminal infrastructure and equipment. Vendor Management: Ensure that all Service Level Agreements (SLAs) related to housekeeping, fumigation, and other vendor services are met during shifts. Monitor vendor performance and address any discrepancies to maintain operational standards. Team Leadership and Development: Supervise and manage the terminal operations team, ensuring high levels of employee engagement and discipline. Leads and motivates the terminal operations team to achieve operational excellence & builds a high-performing team through training and development. Process Improvement: Identifies opportunities to improve terminal operations and passenger experience & implements new technologies and processes to enhance efficiency. Conducts process audits and benchmarking to identify best practices. Passenger Feedback Handling: Address passenger grievances, feedback, and suggestions promptly, ensuring they are documented and forwarded to the appropriate departments for resolution. Track the status of issues raised by passengers to ensure timely closure. Stakeholder Management: Maintain regular communication with all stakeholders in the PTB during shifts, ensuring effective collaboration and information sharing. Facilitate all International delegates arriving/transiting for various Summit meetings Lead meetings and discussions to address operational issues and enhance service delivery. Key Stakeholders - Internal: Head - Terminal Operations Facilities Department Facilities Department Finance Department HR Department IT Department Procurement Department Security Department Customer Service Maintenance Department Key Stakeholders - External: Airlines MoCA,MCGM, BCAS, BOI, Customs,CISF,APHO Ground Handling Agencies Retail and Food Outlets Government Regulatory Bodies Airport Authority of India (AAI) Travel Agents Car Rental Services Security Agencies Qualifications Educational Qualifications: Master's degree in Business Administration (MBA) with a specialization in operations management or a related field is preferred. Work Experience: 10+ years in airport operations, with a proven track record in leading large-scale terminal operations.