AM - CFL - Contracts And Logistics

GMR Group; Visakhapatnam; On-site; INR 900,000 - 1,500,000; Full time

Job summary

GMR Group in Visakhapatnam airport is seeking a Dy Shift Lead – CFL to supervise terminal operations during shifts, ensuring cleanliness, safety, and readiness. You will coordinate floor staff, service providers, and internal teams to maintain high standards and meet KPIs.

The role emphasizes incident response, process improvements, and stakeholder collaboration to deliver excellent passenger experience and support critical airport operations.

Qualifications

• Graduate / Post Graduate in Hotel Management
• 6-9 years of relevant experience in Hospitality/MNC/Airlines

Responsibilities

• Ensure cleanliness, hygiene, and upkeep of terminal areas during the shift.
• Conduct washroom inspections and initiate corrective actions.
• Coordinate with maintenance teams for timely resolution of infrastructure issues.
• Capture and elevate passenger feedback for service improvement.
• Supervise on-ground performance of vendors and ensure SLA adherence.
• Monitor consumable stock levels and support in contract reviews.
• Report infrastructure gaps observed during operations.
• Assist in implementing minor facility changes or relocations.

Skills

Passenger facility management

Terminal operations processes

Aviation regulations

Performance monitoring

Stakeholder management

Crisis and emergency management

Customer service excellence

Planning and decision making

Team leadership

Education

Graduate / Post Graduate in Hotel Management

Job description

JOB PURPOSE

The Dy Shift Lead – CFL is a supervisory role responsible for ensuring seamless operations and adherence to KPIs across assigned terminal allocations during a shift. Acting as the single point of contact, the role coordinates with floor executives, service providers, and internal/external stakeholders to maintain facility standards and resource availability. The incumbent oversees on‑duty grievance redressal, monitors service provider performance against SLAs, and ensures compliance with operational checklists. By upholding service quality and facility readiness, the role directly contributes to enhancing the Airport Service Quality (ASQ) score and supports the strategic vision set by the Head – CFL.

ORGANISATION CHART

Head- CFL --> Dy. Shift Lead- CFL

KEY ACCOUNTABILITIES

Service Delivery & Passenger Experience

• Ensure cleanliness, hygiene, and upkeep of terminal areas during the shift.
• Conduct regular washroom inspections and initiate immediate corrective actions.
• Support ambience enhancement efforts by reporting issues and assisting in minor upgrades.
• Coordinate with maintenance teams for timely resolution of infrastructure issues.
• Capture and elevate passenger feedback for service improvement.

Vendor & SLA Management

• Supervise on‑ground performance of housekeeping, pest control, and logistics vendors.
• Ensure vendors adhere to shift‑level SLAs and report deviations.
• Monitor consumable stock levels and usage patterns.
• Provide feedback on vendor performance for contract reviews.

Facility Planning & Infrastructure Integration

• Support integration of new facilities by ensuring operational readiness during shift.
• Report infrastructure gaps or needs observed during operations.
• Assist in implementing minor facility changes or relocations.

Key Performance Indicators

• Shift‑wise washroom audit scores.
• Number of passenger complaints resolved within shift.
• % of cleanliness issues resolved within SLA.

KEY ACCOUNTABILITIES - Additional Details

Operational Excellence & Business Continuity

• Manage logistics and respond to unplanned events during the shift.
• Ensure readiness for special operations (e.g., Haj flights, VIP movements).
• Implement shift‑level process improvements and digital tools.

Key Performance Indicators

• Incident response time during shift.
• Number of shift‑level process improvements implemented.
• Shift readiness score for special operations.

Compliance, Safety & Governance

• Conduct safety checks and ensure compliance with SOPs.
• Report and close safety observations within the shift.
• Ensure proper waste disposal and pest control practices.

Key Performance Indicators

• % of safety observations closed within shift.
• Compliance score from internal audits.
• Number of SOP deviations reported and corrected.

Team Development & Capability Building

• Roaster the Manning in the shifts
• Mentor junior staff and provide on‑the‑job training.
• Encourage team participation in training and engagement activities.
• Address team concerns and escalate unresolved issues.

Key Performance Indicators

• % of team trained on new SOPs.
• Shift‑level engagement participation rate.
• Team feedback score.

EXTERNAL INTERACTIONS

• AAI
• Airlines, GHAs, Concessionaires
• Service Providers

INTERNAL INTERACTIONS

• Finance, P&C, HR, Legal
• Business Development Non‑Aero
• PMT/ TS/ IT
• Other Ops Departments âTOPS, APOC, ASO, Safety & Environment, Security & Control

FINANCIAL DIMENSIONS

• To Manage budget of 5+ Crs

OTHER DIMENSIONS

• Supervise Floor Executives during shift
• Supervising all contract staff providing Services under direct contract with CFL during the shift.

EDUCATION QUALIFICATIONS

• Graduate / Post Graduate in Hotel Management

RELEVANT EXPERIENCE

• Hospitality/MNC/Airlines
• 6 -9 years of relevant experience

COMPETENCIES

• Personal Effectiveness
• Passenger facility Management (Proficient)
• Terminal Operations Processes (Practitioner)
• Aviation Regulations and Standards (Practitioner)
• Performance Monitoring and Reporting (Proficient)
• Stakeholder Management (Internal and External) (Proficient)
• Crisis and Emergency Management (Practitioner)
• Customer Service Excellence and Complaints Management(Proficient)
• Social Awareness
• Entrepreneurship
• Problem Solving & Analytical Thinking
• Planning & Decision Making
• Capability Building
• Strategic Orientation
• Stakeholder Focus
• Networking
• Execution & Results
• Teamwork & Interpersonal influence