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Head TOPS & CFL
GMR Group
posted 15d ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
JOB PURPOSE
The role is responsible for the entire terminal management and needs to provide operational leadership for Terminal Operations Guest Relations at GHIAL.This role requires strategize plans for extending exemplary services facilities to passengers and stake holders to achieve highest standards of customer satisfaction and ASQ score of the organization.The incumbent will be responsible for adherence to the standards recommendations from IATA, ICAO, ACI and MoCA. The role acts as the accountable manager for all operation related issues in the terminal, apart from operations the role is responsible for CMS (nodal officer for CMS), Baggage handling system, resource planning, all space allocation, projects that are taken up at terminal. To ensure excellent airport experience for VIPs,CIPs ,Celebrities, Bureaucrats, and Media thus creating good will for Organization and also build the brand image of GHIAL by ensuring showcasing Airport , GMRVF and other facilities to them.The incumbent ensures service levels at the airport are best in the industry by ensuring SLA adherence by outsource agencies and service providers.The role convenes chairs Airport Facilitation meeting, Airport Security meeting , OTP committee meeting ,Haj Committee, coordination meeting -BCAS, CISF, Plant animal quarantine, airline operators committee etc
KEY ACCOUNTABILITIES
Accountabilities
Key Performance Indicators
Strategize to ensure ASQ targets of the airport (rank score ) is achieved
ASQ Score Rank
Adherence to the standards recommendations from IATA, ICAO, ACI and MoCA.
% compliance
SLA adherence by outsource agencies and service providers.
% compliance
Convenes chairs Airport Facilitation meeting, Airport Security meeting , OTP committee meeting ,Haj Committee, space committee meeting, coordination meeting -BCAS, CISF, Plant animal quarantine, airline operators committee
No of meetings (Planned Vs Actual)
Maintenance and up keeping of Lounges in it Decorum and ensure impeccable service standard of Food and Beverage Service in the Reserved Lounges , Timely extension and renewals of all contracts in order to seamless functioning of the department
Feedback %
To build the brand image of GHIAL by showcasing Airport , GMRVF and other facilities to VIPs,CIPs ,Celebrities, Bureaucrats, and Media thus creating good will for Organization and also instilling GMR Values and Beliefs in self and team
Specific no.of show round s for a year
Ensure smooth passenger flow by ensuring availability / serviceability of infrastructure and facilities, un interrupted flight handling etc.
OTP(flights), ATMs handled
Ensure smooth operations of all Special Events Operational Projects like HAJ operations, general aviation ,unplanned operations etc
% compliance
Stake holder liaisioning for optimum resource utilization and Best Customer services, Team / stakeholder training, Developments other initiatives
No of structured
Process Improvement, Projects, Special projects, Initiatives, Expansion plans, modifications, service enhancements.,
CIP, BE assessment, IMS, Idea Factory. Completion of targets, Review audits,
Complaint Management System and Nodal Officer for Accessible India Campaign (Sugamaya Bharat Abhiyan)
Escalation and closure of complaints/ complements/suggestions as per KPI
Departmental AOP, Budgets, Strategic plans
Opex / Capex, Strategic plans
Lead the teams in their functioning and create a working environment of team work and vibrant atmosphere for efficient and effective services.
EE Score
EXTERNAL INTERACTIONS
External - Roles you need to interact with outside the organization to enable success in your day to day work
Liaisioning and coordination Airlines, Ground Handlers, Customs, Immigration, CISF, State Police, APHO, Legal Metrology, AAI, DGCA, MoCA, AP Govt, Concessionaires, Service providers and contractors.
Government Protocol Division for smooth Coordination of facilitation for Union Ministers and Bureaucrats from Govt. OF India.
Secretaries and Personal Assistants of Ministers and Bureaucrats (IAS Officers) , Media and Commercially Important Persons for smooth facilitation at the airport.
Central Industrial Security Force (Security wing at Airport) for coordination and seamless facilitation of VIPS through FAST TRACK at Entrance and Security Check. We also inform and coordinate with CISF for Exempted Category of VIPS and VVIPS from Security Check.
Immigration and Custom officials for smooth facilitation of VIPS/VVIPS.
National and State Intelligence department for sharing information of movements of VVIPS and VIPS.
INTERNAL INTERACTIONS
Internal - Roles you need to interact with inside the organization to enable success in your day to day work
BCM, CEO, COO and HODs (DIAL HIAL)
Interaction and Coordination - AOCC, ARFF, Security Control, Airline Marketing, BD, Commercial Dept, Airside Ops, CFL, Finance, Legal, HR, Safety, PMT, TS, Corp Comm, Legal, CR, GR, Environment, Cargo, SPG, Land Scaping, Raxa, Transport, FMS and other departments from Time to time
FINANCIAL DIMENSIONS
Annual budget Capex / Opex Rs 4 crores /6.5 crores
Training AOP Rs 10 lakhs /
Annual Revenue Rs 3 crores
Training AOP Rs 10 lakhs /
Annual Revenue Rs 3 crores
OTHER DIMENSIONS
Staff Strength 42 + outsourced + contractual + service providers
ATMs handled 300+ /day
Passenger per hour 2500
Operational Improvement projects
Passenger experience initiatives
ATMs handled 300+ /day
Passenger per hour 2500
Operational Improvement projects
Passenger experience initiatives
EDUCATION QUALIFICATIONS
Post Graduate (MBA preferred)
Specialization in Aviation
Aviation related certifications are mandatory (eg. AMPAP)
Sound knowledge of Civil Aviation rules, Noise pollution control rules, Building rules Legal metrology acts, Immigration, Customs, Quarantine rules (CIQ) etc
Specialization in Aviation
Aviation related certifications are mandatory (eg. AMPAP)
Sound knowledge of Civil Aviation rules, Noise pollution control rules, Building rules Legal metrology acts, Immigration, Customs, Quarantine rules (CIQ) etc
RELEVANT EXPERIENCE
Min 15 years of experience in the field of Airport Operations / Airline Operations with at least 4-5 years of experience in Senior Managerial position in the Industry.
COMPETENCIES
- Capability Building
- Strategic Orientation
- Social Awareness
- Entrepreneurship
- Execution Results
- Teamwork Interpersonal influence
- Problem Solving Analytical Thinking
- Planning Decision Making
- Personal Effectiveness
- Stakeholder Focus
- Networking
Employment Type: Full Time, Permanent
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What people at GMR Group are saying
Rating based on 2 Head
reviews
Anonymous · Project & Program Management
in Hyderabad / Secunderabad
Likes
The company is good to work. growth culture is nice.
- Salary - Excellent+6 more
Dislikes
No negatives at the moment
Head salary at GMR Group
reported by
2
employees
with 15-27
years exp.
₹25.6
L/yr - ₹32.8
L/yr
16%
less
than the average Head Salary in India
View more details
What GMR Group employees are saying about work life
based on 1.2k employees
Strict timing
Monday to Saturday
No travel
Day Shift
GMR Group Benefits
View more benefits
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