CSE - TOPS & CFL at GMR Enterprises Pvt Ltd

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

06 Sep, 26

Salary

0.0

Posted On

08 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Terminal Operations, Emergency Response, Stakeholder Management, Customer Service Excellence, Passenger Flow Management, Performance Monitoring, Data Analytics, SOP Compliance, MS Excel, MS PowerPoint, MS Word, Passenger Facility Management, Problem Solving, Analytical Thinking, Planning, Decision Making

Industry

Construction

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 TitleKEY ACCOUNTABILITIES AccountabilitiesKey Performance Indicators (KPIs)Terminal Operations MonitoringMonitor 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 reportedNo. of issues / feedback highlighted No. of observations closedEmergency Response & Contingency HandlingHandle 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 reportedKEY 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 disciplineProficient 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

Responsibilities

Accountable for the delivery of terminal operations at the airport, ensuring smooth facility infrastructure and adherence to safety SOPs. Responsible for monitoring service delivery standards and coordinating emergency responses with internal and external stakeholders.