AGM - Terminal Planning

JOB PURPOSE The AGM – Terminal Operations is responsible for delivering seamless, passenger-centric terminal experiences by overseeing end-to-end operations at the airport. The role focuses on enhancing service quality through efficient management of passenger amenities, disruption handling, SOP compliance, and stakeholder coordination. With a strong emphasis on service excellence (ASQ, Skytrax), audit readiness, and regulatory adherence, the incumbent ensures operational continuity and a consistently high standard of terminal operations. The role also plays a critical part in driving continuous improvement and implementing best practices across all passenger touchpoints. ORGANISATION CHART Chief Terminal Operations Officer --> AGM- Terminal Operations KEY ACCOUNTABILITIES Responsibilities Key Performance Indicators (KPIs) Passenger Amenities & Service Excellence Design and implement initiatives to improve Airport Service Quality (ASQ) and Skytrax ratings. Maintain consistent availability and prompt retrieval of trolleys across key passenger touchpoints. Manage buggy services for the elderly, disabled, and VIP passengers across terminals. Drive queue management strategies in coordination with CISF and airport stakeholders. Maintain optimal availability and quality of commercial passenger facilities (F&B, telecom, etc.). Establish and monitor SLAs with agencies for high service standards (CSA, tray management, trolleys, buggies, etc.). Conduct regular performance audits and vendor evaluations to ensure SLA compliance. Handle and coordinate responses to disrupted flights (e.g., weather diversions, medical emergencies, technical faults). Assist in resolution of mass passenger grievances with empathy and prompt action. ASQ score (Overall & Individual parameter) No. of corrective actions taken SLAs Adherence Terminal Transfers & Baggage Coordination Oversee all transfer processes: Domestic ↔ Domestic, Domestic ↔ International, and International ↔ International. Oversee smooth baggage clearance and timely delivery, intervening with customs as required. Prevent arrival hall congestion and address passenger baggage issues proactively. Coordinate with Ground Handling Agencies (GHA) for seamless operations and passenger satisfaction. ASQ & Skytrax Ratings No. of complaints closed SOP Management & Regulatory Compliance Periodically review, draft, and update SOPs in alignment with operational changes and quality initiatives. Maintain strict compliance with regulatory circulars and guidelines, including NOTAMs, BCAS directives, AEP, and safety protocols. Incorporate changes related to security threat perceptions, hot work permits, weight & measurement guidelines, and anti-substance-abuse protocols. SOPs for medical support & emergencies No. of Incidents/Accidents handled Audit, Quality & Continuous Improvement Lead internal and external audits related to ASQ, Skytrax, 5S, Kaizen, NPC, and Business Excellence. Drive Root Cause Analysis (RCA) on passenger complaints and develop action plans for trend mitigation. Maintain terminal readiness and uphold compliance standards during audits conducted by external bodies. No. of audits findings closed AOP & Budget Management Monitor the annual operating budget for the TO Department, ensuring alignment with financial goals. Drive operational expenditure control and practice frugality in monthly spending while maintaining high standards of service quality. % saving from AOP Achievement of the targets defined in AOP Budget Deviations (Planned Vs. Actual) KEY ACCOUNTABILITIES - Additional Details Responsibilities Key Performance Indicators (KPIs) Team Development and Management Conduct periodic evaluations, identify training needs, facilitate skill development programs, and enhance team competencies. Foster employee engagement through Kaizen, CIP, BLIP, and cross-functional team initiatives. Address team concerns, provide guidance, and create opportunities for professional growth. Foster a culture of collaboration, accountability, and continuous improvement. Attrition rates Employee Engagement scores EXTERNAL INTERACTIONS Customs, Immigrations Security Agencies Operating at Airport: CISF, Police, IB, AIU etc. Airlines (65+ Schedule Operators, 20+ NSOP) Airlines Operating Committee (AOC) Ground Handlers DGCA & BCAS, Ministry of Civil Aviation, Ministry of Home Affairs, Ministry of Defense, Ministry of External Affairs and other various ministries Concessionaires Animal and Plant Quarantine Department Airport Health Office (APHO) IATA, FICCI, ACI ASSOCHAM etc. INTERNAL INTERACTIONS AOCC / Airside OPS / ARFF / Aviation Services / Safety & Environment Project & Engineering, Security Department, HR Department Procurement & Contracts, Finance, SPG, Corporate Communications Quality & Service Delivery (QSD), Commercial (Aero & Non-Aero) FINANCIAL DIMENSIONS Annual Operating and Capex Budgets of T3: 20 Crs OTHER DIMENSIONS Total strength of Terminal Ops – 100+ EDUCATION QUALIFICATIONS Master’s degree preferably MBA RELEVANT EXPERIENCE At least 15 to 20 Years’ Management Experience in Aviation sector – ideally within a multiple terminal environment (of at least +40mppa) In-depth understanding of legal and regulatory framework within Civil Aviation Sector. Experience in dealing with senior levels of Government, Regulatory, Industry bodies & Airlines (at international level) COMPETENCIES Passenger Flow Management (Proficient) Passenger facility Management (Proficient) Terminal Operations Processes (Proficient) Aviation Regulations and Standards (Proficient) Design Thinking and Knowledge of AI, ML Technologies (Proficient) Performance Monitoring and Reporting (Proficient) Crisis and Emergency Management (Proficient) Financial budgeting and Resource Planning (Practitioner) Stakeholder Management (Internal and External) (Proficient) Customer Service Excellence and Complaints Management (Proficient) Problem Solving & Analytical Thinking Strategic Orientation Capability Building Entrepreneurship Social Awareness Personal Effectiveness Networking Stakeholder Focus Teamwork & Interpersonal influence Execution & Results Planning & Decision Making