AGM - Terminal Planning -

GMR Group; Delhi; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

GMR Group is seeking an AGM – Terminal Operations to oversee end-to-end terminal operations at the airport, ensuring passenger-centric service delivery and regulatory compliance. The role focuses on ASQ and Skytrax objectives, SLA adherence, and continuous improvement across all passenger touchpoints.

The incumbent will manage SOPs, audits, budget control, and stakeholder coordination, driving service excellence for domestic and international operations with a focus on safety and efficiency.

Qualifications

• Master’s degree preferably MBA.
• 15–20 years of management experience in aviation, ideally in a multi-terminal environment.
• Experience dealing with senior Government, regulatory bodies & Airlines at an international level.

Responsibilities

• Lead passenger amenities and service excellence initiatives to improve ASQ and Skytrax ratings.
• Oversee transfer processes and baggage coordination to ensure smooth operations.
• Maintain SOPs and regulatory compliance across terminal operations.
• Drive audits, KPI tracking, and continuous improvement initiatives.
• Manage budget, expenditures, and resource planning for the TO Department.

Skills

Passenger flow management

Terminal operations

Aviation regulations

Design thinking

Performance monitoring

Crisis management

Budgeting & planning

Stakeholder management

Customer service

Problem solving

Strategic thinking

Leadership

Education

MBA

Job description

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

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 â Domestic, Domestic â International, and International â 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

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 â 100+

EDUCATION QUALIFICATIONS

• Masterâs degree preferably MBA

RELEVANT EXPERIENCE

• At least 15 to 20 Yearsâ Management Experience in Aviation sector â 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