JOB PURPOSE

Monitoring & streamlining non aero commercial (Retail/F&B/services) day to day operations for smooth business function & service quality. Audit of set process, implementing processes improvements; monitoring concessionaires functioning, coordinating with internal & external agencies etc to improvise the passenger service delivery. Manage operational performance of external service providers with large work force which impact commercial revenues.

Monitoring & streamlining non aero commercial (Retail/F&B/services) day to day operations for smooth business function & service quality. Audit of set process, implementing processes improvements; monitoring concessionaire’s functioning, coordinating with internal & external agencies etc to improvise the passenger service delivery.

Manage operational performance of external service providers with large work force which impact commercial revenues.

ORGANISATION CHART

KEY ACCOUNTABILITIES

Accountabilities	Key Performance Indicators
Manage operational performance of external service providers … Tenega car Parking Operations. Raxa for AET(airport entry tickets). Paid porter service. Go Karting, Meet & greet.	Revenue
Daily /Weekly/Monthly Audits - conducting various internal audits (RFB/Night audits/safety audits/F&B) to ensure set processes is being followed by all concessionaires/agencies.	ASQ Score
Compliances - coordinate & follow-up for all required compliances & ensure it is adhered by all the concessionaires. (Security programmes ,EPOS systems, bill books, fire prevention systems )	100% compliance
Process improvisation – Analyzing & implementing new processes to maximize passenger experience & minimize revenue leakages to meet desired airport service standard.	ASQ score
Service Contracts negotiation & finalization –negotiation & finalization of services contracts (Housekeeping /pest control/maintenance/fire prevention equipment AMC) for concessionaire’s to uplift the standards.	ASQ score
Complaint management — Capture passenger feedbacks. Analyse areas of concern. Action plan to avoid repetitive complaints.	100% closure
Closure of WAA / BCM/ASQ/fire audit points – Ensure on time closure of all the audit pending points.	100% closure
Concessionaire support and coordination – coordinate with TOPS, TS, CFL, CISF, Goods movement, Security, AEP section for smoother functionality of all concessionaires inside PTB.	Concessionaire engagement score

EXTERNAL INTERACTIONS

•Key account Managers commercial.
•AGM Terminal Operations, Gm Terminal operations. AGM/Manager- AOCC. AGM- customer facilities.
•AGM- Airport service quality.Manger- complaint management cell.IT managers
•AGM/Manager- Safety & environment.AGM- ARFF.Manager- security & control .

INTERNAL INTERACTIONS

All retail store managers. F&B operations managers.Services- Managers & Regional managers.
Head operations- Tanega parking services.Operations Manager- ISS housekeeping services.Head security Raxa.
External agencies- Tanega (parking),RAXA(security)
.

FINANCIAL DIMENSIONS

•Responsible for the Operational performance of external service providers

OTHER DIMENSIONS

•3 reportees

EDUCATION QUALIFICATIONS

•MBA/PGDM.

RELEVANT EXPERIENCE

•6-8 years of operations experience.

COMPETENCIES

Stakeholder Focus
Networking
Execution & Results
Teamwork & Interpersonal influence
Problem Solving & Analytical Thinking
Planning & Decision Making
Capability Building
Strategic Orientation
Personal Effectiveness
Entrepreneurship
Social Awareness

GMR Group

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