Associate Manager - Terminal Audit

JOB PURPOSE

To supervise and monitor terminal operations activity of DIAL like, allocation of resources and other activities while meeting / achieving established SOPs in specified area and ensuring regulatory compliance at airport terminal in delivering ultimate customer satisfaction.

a. Observe vendor productivity and efficiency with respect to SLA

b. Nos of observations for other departments.

c. Effective compilations and reports (Daily trackers & report out)

d. Nos of manpower audits per shift and reporting mail out

e. Nos of machinery audits

f. Ensure serviceability standards are met.

ORGANISATION CHART

Head EM

Head Terminal Audit

Assistant Manager Terminal Audit

Junior Manager Terminal Audit

KEY ACCOUNTABILITIES

Accountabilities Key Performance Indicators Terminal Audits, Observations Recording & Reporting

a. Observe vendor productivity and efficiency with respect to SLA

b. Nos of observations for other departments.

c. Effective compilations and reports (Daily trackers & report out)

d. Nos of manpower audits per shift and reporting mail out

e. Nos of machinery audits

f. Ensure serviceability standards are met.

• Productivity & Closures

a. Percentage of closure of EM vendor partners - 80% same month / 100% previous month

b. Percentage of closure of inter department observations - 80% same month / 100% previous month

c. Updating productivity tracker (Daily)

d. Identifying all tasks that need to be done at the terminal and assigning to the concerned department

KEY ACCOUNTABILITIES - Additional Details

Accountabilities Key Performance Indicators Adherence to department scope and work procedures

a. Understanding of vendor partner processes & responsibilities

b. Public areas in the terminals including circulation areas, check-in counters, security and immigration areas, security hold area, retail and food & beverage concessionaires, lounges, special facilities, gate hold rooms, washrooms and baggage claim areas.

c. Ensuring availability of DIAL consumables with service partners and the proper usage of the same.

d. Focus on roads cleanliness and areas visible from Roads to be in order.

e. Maintain cleanliness at Gates leading to Airside and Airside staff washrooms etc.

f. Cleanliness to be ensured at various stakeholder/ concessionaire locations e. g. shops, DAPS, Cargo, New Customs Road.

g. Handling of on-shift issues and effective closures

Key accountabilities- Additional details

Accountabilities Key Performance Indicators Adherence to department scope and work procedures

h. Adherence to communication of information and recording of incidents and progress on observation closures

i. Ensuring all follow safety guidelines while carrying out maintenance

j. All work to be done with proper barricading to ensure passenger is not inconvenienced in any manner. Area aesthetics to be ensured while working

k. Ensure all assets in area are protected while project is underway.

l. Monitor discipline of project staff

m. Snag the area in case of civil, IT, Finishes project before it is handed over for operations.

n. Follow up to ensure snags are resolved even if area is taken over due to operational needs.

o. Ensure all permits are in place, safety measures are in place and staff is alert when working at terminal.

Key Accountabilities- Additional Details

Accountabilities Key Performance Indicators Process Excellence - Kaizens, 5S Interventions, 5S Zones and 5S Audit

a. Nos of Kaizens & 5S registered (Qtr on Qtr)

b. Nos of 5S Zones audited (Qtr on Qtr) using check sheets

c. Nos of 5S Zones sustained under individual scope (Qtr on Qtr); addition of further zones if any.

d. Nos of Ideas submitted (Qtr on Qtr)

e. Auditing processes

f. Participation in nos of BLIPs / CIPs (Annual number) Service Delivery & Passengers Experience

a. On-ground participation in passenger experience initiatives - ASQ, Skytrax, Audits by Authorities (Nos of audit days undertaken)

b. Compliance to OMDA (Sch 3 & Sch 4) standards and team alignment

INTERNAL INTERACTIONS

Reporting to Head Terminal Audit (RO-1)

Head Estate Management (RO-2)

Preparing of daily reports and sharing with Head Terminal Audit

Bi-Monthly project presentations

All Internal Departments e. g TOP s, S&V, IT, PnE, etc

FINANCIAL DIMENSIONS

NA

OTHER DIMENSIONS

NA

EDUCATION QUALIFICATIONS

• Bachelors degree in Facility Management, Hospitality, or a related field (preferred) or equivalent work experience.

RELEVANT EXPERIENCE

Minimum 07, Maximum 11 years in Aviation, Hotels, Hospitals or hygiene industry

COMPETENCIES